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

[HopperFan]

The poster and her son was really upset and beyond themselves over the situation of not getting consistent info from the CMs. They felt trapped and it isn't to much to ask the CMs what is going on and hopefully get more info then what they are getting even if it was just something to calm them down. Until your in the situation you don't know how you would react. For the fact that they had to go thru this because of poor training and info they tell CM to tell guest in this situation I believe she should be compensated for freaking them out. They should understand guests will call and talk to CMs in hope of more information and/or comfort. Your on vacation and can feel more vulnerable then at home. Hopefully Disney uses this past event in training for future incidents.

- Totally disagree.
- You said "they felt trapped" .... but she was not trapped. - Others walked to Music, she chose to sit in her room and get upset.
- OP and child besides themselves for not getting consistent info and wanted more info. - They were safe and needed no further info.
- I certainly know how I would react, I would walk over to Music and leave. If she was worried something was going to happen to them, why did she stay?
- You assume that there was poor training and CMs freaked her out. We have her interpretation of what happened, but no one else is posting the same.
- I believe the guest freaked herself out, this isn't her thing and I get that, but Disney had a job to do, and it was not to keep her apprised of the situation or hold her hand.
- I think the phone operators should have been given a quoted canned response so they were consistent. But then I am sure she would have kept calling like she did.
- Seriously doubt that Disney thinks anything went wrong with how they handled it and a need for training. There's always going to be a guest or two with complaints.

 

[lustergirl]

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.

Compensation for what? Keeping people safe and doing their job? Imagine the lawsuits if they didn't do their job correctly in this instance and someone actually got hurt

 

[Mousemommy1]

The poster and her son was really upset and beyond themselves over the situation of not getting consistent info from the CMs. They felt trapped and it isn't to much to ask the CMs what is going on and hopefully get more info then what they are getting even if it was just something to calm them down. Until your in the situation you don't know how you would react. For the fact that they had to go thru this because of poor training and info they tell CM to tell guest in this situation I believe she should be compensated for freaking them out. They should understand guests will call and talk to CMs in hope of more information and/or comfort. Your on vacation and can feel more vulnerable then at home. Hopefully Disney uses this past event in training for future incidents.

I'm not going to get into the social ills plaguing our society right now (entitlement being one of them...) but, I disagree with this post on so many levels.

Last summer, while we were staying at Beach Club, we were evacuated in the MIDDLE OF THE NIGHT for a fire. An actual fire. At 1 am in the morning, we stood outside with our children in our pajamas (our youngest daughter didn't even have pants on).

I thought, well, they kept everyone safe...and darn, I'm going to be tired tomorrow morning.

Never once did I think, man, I need to go to the front desk and complain about how they kept me safe. I need compensation!

 

[ParrotBill]

The focus in the first few minutes of any site emergency is to get the needed first responders, secure the area, and keep people safe including required immediate first aid. That is what security and management are trained to get done at a resort. Management is going to contact their management for additional guidance and resources. The escalation will usually result in assembly of an emergency response team which should have a communications person included.

Second comes assessment by qualified people and clearing of the area if required, and calling in specialized responders. These are the things the first responders are trained to do. A lead agency is named in charge. The actions for the response are prioritized and directed.

And so on it goes. Information for bystanders and guests isn't going to happen in the first 30 minutes and maybe not even the first few hours. If it goes more than an hour or two that's when emergency management will get to providing appropriate information. And the communications will be prioritized for affected victims and families, required reporting agencies, and then for everyone else including media.

source: Large corporation emergency response plan

 

[ArielRae]

I'm not going to get into the social ills plaguing our society right now (entitlement being one of them...) but, I disagree with this post on so many levels.

Last summer, while we were staying at Beach Club, we were evacuated in the MIDDLE OF THE NIGHT for a fire. An actual fire. At 1 am in the morning, we stood outside with our children in our pajamas (our youngest daughter didn't even have pants on).

I thought, well, they kept everyone safe...and darn, I'm going to be tired tomorrow morning.

Never once did I think, man, I need to go to the front desk and complain about how they kept me safe. I need compensation!

Difference you knew there was a fire then. You understood the reasoning. Had you been asked to leave in the middle of the night to stand outside and not told anything but to stay there. Your kids worried after being woken up asking you repeated "what's wrong mommy why are we told to stay here" would you seriously not ask any CM you could to get info yourself? Wouldn't you feel a little helpless and upset.

Why do people watch the news constantly when something happens around them? They are looking for answers. We all look for answers and when your somewhere like Disney you hope they let there CMs know what to say. Even in a basic emergency what to tell guest so it is consistent. This isn't Six Flags your visiting here.

Everyone is entitled to their opinion and mine is that is seems like Disney doesn't quite have it down to handle guests questions during an emergency. They only know to keep the area clear of guests no matter what they had to tell the guests. Even if that is telling them you go and stay in your room. Not please return to your room we have an incident in the lobby (they knew the location) and we will phone you when we have resolved the issue. Also could have told people earlier to walk to the other resorts.

Thank you and done with this topic. Moving on

 

[nkereina]

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.

I used to work for a hotel chain (not WDW) and each of our locations had their own internal call center. If you pressed front desk or housekeeping or bell services on your guest phone, you were automatically routed to this call center which was somewhere behind the scenes within the hotel - ours was on the second floor near the sales manager's offices. The call center people were trained to answer a lot of the commonly asked questions and also had access to a computer, so they were able sending requests for towels to housekeeping or adding notes on someone's reservation, etc. This allowed housekeepers to focus on their main duty (cleaning rooms), front desk to focus on the customers in front of them, etc. So, the practice of using a call center to field guest phone calls is very standard in the industry. Disney is so large that they have one centralized off-site call center which of course is more cost efficient. And unfortunately as we all know, they aren't always competent. Anyway, I don't disagree with you but just providing the perspective of why this is done.

 

[disneysteve]

Wouldn't you feel a little helpless and upset.

Of course I would, but I wouldn't expect to be compensated for that. It's an emergency. I would leave the professionals to do their job and follow directions I was given.

 

[AngiTN]

I used to work for a hotel chain (not WDW) and each of our locations had their own internal call center. If you pressed front desk or housekeeping or bell services on your guest phone, you were automatically routed to this call center which was somewhere behind the scenes within the hotel - ours was on the second floor near the sales manager's offices. The call center people were trained to answer a lot of the commonly asked questions and also had access to a computer, so they were able sending requests for towels to housekeeping or adding notes on someone's reservation, etc. This allowed housekeepers to focus on their main duty (cleaning rooms), front desk to focus on the customers in front of them, etc. So, the practice of using a call center to field guest phone calls is very standard in the industry. Disney is so large that they have one centralized off-site call center which of course is more cost efficient. And unfortunately as we all know, they aren't always competent. Anyway, I don't disagree with you but just providing the perspective of why this is done.

Brings up a 2nd question, does Disney's Bell Services also ring an off site/central location? Or do you reach someone standing in the Resort you are in?

 

[piccolopat]

It's also very possible that the information from the three CMs was correct AT THAT TIME. In emergency situations, things can change quickly. It's possible the CM that told her she could walk to the other resort was told that and a minute later something changed and the decision was to have people stay in their rooms again.

 

[wilkeliza]

It's also very possible that the information from the three CMs was correct AT THAT TIME. In emergency situations, things can change quickly. It's possible the CM that told her she could walk to the other resort was told that and a minute later something changed and the decision was to have people stay in their rooms again.

That is correct. Information in an emergency situation changes very quickly. So if someone calls 3 times in 15 minutes they could get 3 different answers simply because the fact it is an emergency. Also the 3rd CM may not have gotten the all clear yet since it had only been 5 minutes and I imagine there are more than just a few people at the call center.

 

[DisneyOma]

The poster and her son was really upset and beyond themselves over the situation of not getting consistent info from the CMs. They felt trapped and it isn't to much to ask the CMs what is going on and hopefully get more info then what they are getting even if it was just something to calm them down. Until your in the situation you don't know how you would react. For the fact that they had to go thru this because of poor training and info they tell CM to tell guest in this situation I believe she should be compensated for freaking them out. They should understand guests will call and talk to CMs in hope of more information and/or comfort. Your on vacation and can feel more vulnerable then at home. Hopefully Disney uses this past event in training for future incidents.

See the posts below :

It's also very possible that the information from the three CMs was correct AT THAT TIME. In emergency situations, things can change quickly. It's possible the CM that told her she could walk to the other resort was told that and a minute later something changed and the decision was to have people stay in their rooms again.

That is correct. Information in an emergency situation changes very quickly. So if someone calls 3 times in 15 minutes they could get 3 different answers simply because the fact it is an emergency. Also the 3rd CM may not have gotten the all clear yet since it had only been 5 minutes and I imagine there are more than just a few people at the call center.

The CMS were doing their best, but the OP was panicking by calling over and over and not helping out the situation at all - not helping the CMs, not helping her child, not helping herself. Probably made the situation worse by bogging down the call center over and over again. But we all learn from these situations, and luckily it seems to have turned out OK. Seems like we need to revive the WWII homefront plans on how to handle an emergency though! Back then people had plans on what to do when there was an emergency. My MIL talks about stuff like that all the time, and it makes sense now.

 

[wilkeliza]

The CMS were doing their best, but the OP was panicking by calling over and over and not helping out the situation at all - not helping the CMs, not helping her child, not helping herself. Probably made the situation worse by bogging down the call center over and over again. But we all learn from these situations, and luckily it seems to have turned out OK. Seems like we need to revive the WWII homefront plans on how to handle an emergency though! Back then people had plans on what to do when there was an emergency. My MIL talks about stuff like that all the time, and it makes sense now.

I still have a plan for most emergencies. Of course I grew up on the gulf coast so was use to having a hurricane box. I still need to put together a shelter in place box but my fiance and I know that in the event of an issue if we can get back home we are to go to our building and get the dogs plus medicine then from there we will do whatever is necessary to go to his families place in CT. That is actually the meeting point for everyone in the event of a disaster as it has a gas generator and some supplies. I hope to G-D we never have to use those plans but we know them. I'm also very big on knowing my evacuation routes at hotels and when not at home. My coworkers laugh because we have a quarterly fire drill and I am the only one who knows the letters of the fire stair wells by heart. I told them this last time that in the event of an emergency the fire marshal will tell us if a stair well is compromised. They won't be laughing when I know what stair is what and direct them away from the dangerous ones.

 

[Mousemommy1]

Difference you knew there was a fire then. You understood the reasoning. Had you been asked to leave in the middle of the night to stand outside and not told anything but to stay there. Your kids worried after being woken up asking you repeated "what's wrong mommy why are we told to stay here" would you seriously not ask any CM you could to get info yourself? Wouldn't you feel a little helpless and upset.

Why do people watch the news constantly when something happens around them? They are looking for answers. We all look for answers and when your somewhere like Disney you hope they let there CMs know what to say. Even in a basic emergency what to tell guest so it is consistent. This isn't Six Flags your visiting here.

Everyone is entitled to their opinion and mine is that is seems like Disney doesn't quite have it down to handle guests questions during an emergency. They only know to keep the area clear of guests no matter what they had to tell the guests. Even if that is telling them you go and stay in your room. Not please return to your room we have an incident in the lobby (they knew the location) and we will phone you when we have resolved the issue. Also could have told people earlier to walk to the other resorts.

Thank you and done with this topic. Moving on

I know you've moved on, but I will point out that we didn't find out about the fire until 2 days later. We had no clue what was going on at the time. We happened to mention the incident to a CM at the Photopass kiosk who told us what happened, which we then confirmed with another CM. So, there's that.

 

[kirrrby]

So... did OP even reach someone from the actual Front Desk of ASMu or someone from the Call Center?

I would think that the first thing Disney is going to do is evacuate any guests and employees from the main building (where the phones are). So if OP rang the Front Desk don't they get rerouted to the Call Center if the Front Desk doesn't pick up? The Call Center people aren't going to be as informed, and you cannot think that Disney is going to endanger their employees by leaving them in a lobby to answer phones.

 

[BigAlsGal]

If they're telling me I should stay in my room but not telling me why I'm getting the bleep out of there!! I hate it when people make decisions for me. Tell me what's going on...let me decide the course of action my family and I are going to take.

Fire? Ok get out of the building?

Suspicious bag in lobby? Get as far from the lobby as possible.

Gunman on the roof? Stay in the room.

Gas leak? Walk to next bus stop and continue my day.

Maybe I've seen too many dooms day shows. It always seems the people who follow the herd die. The people who ignore what their being instructed to do and cut their own path live to see another day. Lol

 

[disneysteve]

If they're telling me I should stay in my room but not telling me why I'm getting the bleep out of there!!

So are you suggesting that if there was an active shooter on property, they should tell that to all of the guests, rather than just telling them to stay in their rooms until they receive further instructions? I'm sure that wouldn't cause any panic at all.

 

[BigAlsGal]

So are you suggesting that if there was an active shooter on property, they should tell that to all of the guests, rather than just telling them to stay in their rooms until they receive further instructions? I'm sure that wouldn't cause any panic at all.

You're right. You probably wouldn't want to know that. Right?

 

[Jon84]

If they're telling me I should stay in my room but not telling me why I'm getting the bleep out of there!! I hate it when people make decisions for me. Tell me what's going on...let me decide the course of action my family and I are going to take.

Fire? Ok get out of the building?

Suspicious bag in lobby? Get as far from the lobby as possible.

Gunman on the roof? Stay in the room.

Gas leak? Walk to next bus stop and continue my day.

Maybe I've seen too many dooms day shows. It always seems the people who follow the herd die. The people who ignore what their being instructed to do and cut their own path live to see another day. Lol

Given the spread of the hotel, having people walking around in any situation is not ideal. They could walk right into danger.

If they know where the incident is, they'll keep people away by any means, for example keeping you in the room.

The office block I work in has 42 floors. In case of fire. Only the floor with the incident, and 2 either side have to be evacuated for around 3 hours.

Most commercial building are designed within regulations such as fire doors to prevent a complete evacuation.

 

[jrmasm]

Several times, in several different places, I have witnessed people attempting to enter buildings that have been evacuated (as evidenced by crowds milling around) and fire alarms are going off.

So yeah, I think you should do what you're told because quite frankly, people are stupid.

 

[fireman1]

As a EMT/firefighter, I can tell you, and I don't mean this to sound rude, but our first order of business is to make sure civilians are safe. If that means being rude to those they wont listen to make sure their safe, then so be it.
I haven't read the whole thread so i'm not sure what the problem was exactly, but it sounds like it might have been a threat, fire, or medical emergency.