All Star Movies shut down- anyone know what's happening?

[ArielRae]

If you were impacted by this be sure to stop by the front desk today and express your feelings about it. They should compensate you for this horrible handling of the situation.

 

[jo-jo]

I don't have a smart phone and I'm not tech savy at all, but yes, I would think there would be a way to send out out a message to every phone in the resort. Sending a text to every guest's phone could be sending out messages to someone that is miles away. I'd be concerned some people would 'head over to over to see what's what" and you don't need extra people milling around.

But if I was there at the time, I would have gone into full panic mode and probably act like a tornado was in the area.

 

[jo-jo]

If you were impacted by this be sure to stop by the front desk today and express your feelings about it. They should compensate you for this horrible handling of the situation.

I agree, if people can get free this or that because they were given blue napkins instead of green napkins (I'm making that up of course), I can't see me just saying "Oh, well, let's head out to ride the tea cups". At the very least my evening is ruined.

 

[Jesskamb]

News source reporting it as a false bomb threat. http://www.clickorlando.com/news/di...briefly-evacuated-fire-officials-say/36510344

 

[Jon84]

Compensation because they tried to keep people safe.... Right...

 

[DisneyOma]

Compensation because they tried to keep people safe.... Right...

Sort of what I was thinking - it's not like Disney messed up in any way. They were handling a situation that was thrust on them.

OP, how do you handle similar situations with your child when at home, or at other places? What do you do when a fire alarm goes off in the mall, or at a restaurant? Or the smoke detector goes off at home?

 

[JustMeFran]

Horrible Handling? It happened in the span of maybe 30 minutes, at one of the largest resorts in the world with some of the best customer service in the world. No one was injured and everyone was kept safe, which includes not sharing sensitive information that might disrupt any investigation. Guests were kept safe, and once they sorted out what was going on, guests were allowed out of their room and could get to the parks via the other All Star transportation.

No one is entitled to anything from Disney, all they did was keep guests safe.
But I imagine a lot of guests will milk this for all it is worth, sadly.

 

[Mum23]

Believe me I am not upset that we were kept away from an area where they were working in a bad situation at all. False alarm or not I do appreciate being kept safe. What I don't appreciate is that I was calling the "front desk" and told you can leave your room, no you're on lock down (telling my kid to get ready again), then no still on lock down, then to call another CM (therefor bothering them AGAIN to figure out what was up). I get not wanting to panic people but I would think "stay locked in your room" vs "everything is fine now you can go" are pretty cut and dry instructions.

As to how I handle these things at home, I do the same thing. Explain what's happening age appropriately but I also have an extremely sensitive and caution child who is highly impacted by these kinds of things as a part of her personality. I did not tell her what really happens nor will I but she's not likeing the answers I'm giving either.

 

[jrmasm]

Compensation because they tried to keep people safe.... Right...

Have to agree. What is wrong with people??

 

[OKW Lover]

I'm probably going to make a lot of folks mad by my comments here but so be it.

Those that say Disney handled this situation badly have no way of knowing just what happened and exactly what Disney did. As of now (about 8 am the next morning) we don't know the actual situation last night. How can anybody say that Disney handled it badly when we don't even know what the treat was? Are we expecting some level of presence out of Disney that they would magically know just what is happening before first responders were able to actually able to access the situation? Should they have waited for that before alerting people that might be at risk? Are they supposed to spend time explaining things (with info they didn't yet have) to people or should they concentrate on notifying all at risk as quickly as possible?

Yes, I get it. Some were in a situation that they found scary. But to claim that Disney has somehow mismanaged the situation is a huge leap.

 

[Jon84]

Believe me I am not upset that we were kept away from an area where they were working in a bad situation at all. False alarm or not I do appreciate being kept safe. What I don't appreciate is that I was calling the "front desk" and told you can leave your room, no you're on lock down (telling my kid to get ready again), then no still on lock down, then to call another CM (therefor bothering them AGAIN to figure out what was up). I get not wanting to panic people but I would think "stay locked in your room" vs "everything is fine now you can go" are pretty cut and dry instructions.

As to how I handle these things at home, I do the same thing. Explain what's happening age appropriately but I also have an extremely sensitive and caution child who is highly impacted by these kinds of things as a part of her personality. I did not tell her what really happens nor will I but she's not likeing the answers I'm giving either.

It sounds like communication could have been better between CMs, so they they all give the same answer.

This sort of thing happens rarely, so I hope they can learn from this and through their IT infrastructure they can somehow provide a consistent message to CMs.

I am sure a computer is in front of every person who answers a phone. A ticker tape style alert system could easily be rolled out if it does not exist already. I would also assume that depending which option you select you don't always get through to the front desk, and perhaps there is an overflow routing of calls to an offsite location when busy (I don't suppose you were the only person calling!) - in which case information needs to be made available to them too.

 

[loves to dive]

It sounds to me like they handled it as well as they could given the circumstances. Imagine what would have happened had they said stay in your room there has been a bomb threat. When the schools around here lock down, they only tell the parents and kids they are locked down. They don't say why until after the fact. Makes sense when you are dealing with that many people to try not start a panic.

 

[DynamicDisneyDuo]

It sounds like communication could have been better between CMs, so they they all give the same answer.

This sort of thing happens rarely, so I hope they can learn from this and through their IT infrastructure they can somehow provide a consistent message to CMs.

This ^^^^.

They need to have set procedures and communication guidelines for these situations. They also need to make sense:

I used to work for that other big amusement park company in the US that flies a lot of flags. It's been a while so I'm sure they've modernized. When I was there, the standard response to guest inquiries in an emergency situation was that there had been a water main break. They seriously expected employees to use this whether it was a section of the park closed or the whole thing. Train come off the tracks and carnage right there where other guests can see it? Water main break. Bomb threat? Water main break.

 

[WEDman]

I know no one wants to think about this but WDW is a prime target whenever terrorist attacks are in the news. Just look at Paris, they attacked outdoor cafes and a concert hall, not government buildings. While you are trying to enjoy the magic, Disney security personnel are on high alert and will respond accordingly. Could they have handled this better? No doubt, but considering they do not do have any opportunity to perform drills that involve lockdowns for guests, you have to understand that they are working at a disadvantage. I have no doubts that they will use this incident to evaluate every detail of the process and will make adjustments to their standard operating procedures. Letting the management know that you have concerns about the way this situation was handled is a good idea, as long as you do so in a reasonable manner. They need to have feedback from guests, but getting upset with a CM working the front desk is not helping anyone, and is never acceptable behavior.

 

[Mousemommy1]

If you were impacted by this be sure to stop by the front desk today and express your feelings about it. They should compensate you for this horrible handling of the situation.

OMG

 

[Skywise]

I used to work for that other big amusement park company in the US that flies a lot of flags. It's been a while so I'm sure they've modernized. When I was there, the standard response to guest inquiries in an emergency situation was that there had been a water main break. They seriously expected employees to use this whether it was a section of the park closed or the whole thing. Train come off the tracks and carnage right there where other guests can see it? Water main break. Bomb threat? Water main break.

Oh definitely...
"Please sir, the resort is on lock down and we ask that you stay in your room."
"Why?"
"Water Main Break."
"Huh?"
"In the main building."
"Oh, well can I just go across the parking lot which is nowhere near the main building and grab the bus from All Star Mu..."
"NO! STAY THERE! PLEASE!"
"Wha... why?"
"Water main break. The uh.. the run off might sweep you away..."

Although it's not like you want to tell them the truth either "Nuclear waste spill."

 

[buzznina]

Horrible Handling? It happened in the span of maybe 30 minutes, at one of the largest resorts in the world with some of the best customer service in the world. No one was injured and everyone was kept safe, which includes not sharing sensitive information that might disrupt any investigation. Guests were kept safe, and once they sorted out what was going on, guests were allowed out of their room and could get to the parks via the other All Star transportation.

No one is entitled to anything from Disney, all they did was keep guests safe.
But I imagine a lot of guests will milk this for all it is worth, sadly.

The people complaining about how they handled it would be the same ones complaining that Disney should have did more if something "actually" did happen.

 

[North of Mouse]

If you were impacted by this be sure to stop by the front desk today and express your feelings about it. They should compensate you for this horrible handling of the situation.

Anything to try to get something free, eh???

Be thankful that Disney tries to keep people safe!!!!!!

 

[loves to dive]

This ^^^^.

They need to have set procedures and communication guidelines for these situations. They also need to make sense:

I used to work for that other big amusement park company in the US that flies a lot of flags. It's been a while so I'm sure they've modernized. When I was there, the standard response to guest inquiries in an emergency situation was that there had been a water main break. They seriously expected employees to use this whether it was a section of the park closed or the whole thing. Train come off the tracks and carnage right there where other guests can see it? Water main break. Bomb threat? Water main break.

I'm going to guess a number as to pertaining to flags, 6.
My son worked for years in retail and they always have a code for these things, manager please check the cereal (or whatever). I've often wanted to run up front and act all scared cause what could be wrong with the cereal. Seriously, I doubt there is anything you are going to be able to say when you ask people to stay in their rooms that isn't going to cause some of them to over react or argue. It's a no win situation.

 

[AngiTN]

It sounds like communication could have been better between CMs, so they they all give the same answer.

This sort of thing happens rarely, so I hope they can learn from this and through their IT infrastructure they can somehow provide a consistent message to CMs.

I am sure a computer is in front of every person who answers a phone. A ticker tape style alert system could easily be rolled out if it does not exist already. I would also assume that depending which option you select you don't always get through to the front desk, and perhaps there is an overflow routing of calls to an offsite location when busy (I don't suppose you were the only person calling!) - in which case information needs to be made available to them too.

The idea of their being able to do that is downright comical.

The issue with the notification here is the inability actually call the front desk of the hotel you are in. Calling their call center is useless. Guests in the hotel should have a button on their phone that calls someone at the hotel's desk. Simple. Would that solve all of the notifications issues? No but it would help at least have someone there vs. someone goodness knows where.