Another move by Disney negatively impacting guests (re: Caribbean Beach)

[TheMaxRebo]

[begin rant]

hi All,

You may have seen that Disney announced major construction to start at the Caribbean Beach Resort that will eliminate all current food offerings, to be replaced by food trucks/cold food only.

People who already had vacations booked there are basically just being offered to be moved to another resort and any increase in price is their responsibility - so offering nothing in compensation

I have a friend in this situation, though it is magnified by the fact she has an autistic daughter with food aversions and this change means they cannot stay there and properly care for their child. They are a family of 5 and the only rooming options available would result in a significant higher cost - and they were told "too bad" ... so they are cancelling their trip.

They have been extremely loyal to Disney and big proponents of them - and this is how they are being treated

I know after the situation with the ADRs at Cinderella's Royal Table being cancelled for the special event several of us contacted Disney to voice our displeasure and got responses/explanations/some satisfaction - so thought I would mention this here should you be inclined to reach out about this as well. I just sent my e-mail to the executives.

I understand construction has to happen but this is a major project (will take 2 years to complete) and not a ton of notice and for there to be no compensation for people impacted ... just, where is the "show" or the "courtesy" to guests

[/end rant]

 

[SorcererHeidi]

Wow, so sorry to hear that about your friend, and his daughter, and family. I've made my feelings known about the direction I think they've been heading for quite awhile, and have been feeling "not listened to" for quite awhile as well, by both fellow Disney fans, and Disney itself. As more and more people get affected, maybe people (and Disney??!!!) will start listening. Or - maybe not, and they'll continue to think of me as bitter and/or nuts. Either way, I know how I feel, and why I do, and stories like this really hurt my heart and taint the reasons I fell in love with the company in the first place. #notmagicalmoments #colormecynicalandjaded

 

[NeuroCindy]

I'm so frustrated with Disney lately. I'm considering cancelling my plans for the 20th or really only doing universal stuff.

 

[Tonyz]

I guess I don't really understand why this is a major issue? I mean it's not AKL or The Poly. Carribean Beach is not known for great resort dining. Shutters has a terrible reputation (ask Kevin!) and their quick service has never really been praised much.

How often are people eating at their moderate resort? Maybe lunch every once in a while? A quick breakfast maybe? Food trucks seem to take care of those quick meals, and they'd probably be just as good/better than what is usually offered. Disney is amazing at making sure people with certain allergies have access to food they can eat, so I assume that would be taken care of. And if not - which I really can't imagine happening - eat at the parks or another (better) resort.

I don't see any reason why Disney should pay for guests to stay at The Grand or even a slightly pricier moderate because someone is upset that they can't eat at Shutters. How is anyone being treated poorly?

This just seems like people trying to find something to complain about.

 

[adisneyaunt]

Construction that's going to take 2 plus years takes lots of Pre-planning. Disney knew this when they took all the reservations.
Closing all food options, hot options specially . Does have an impact on families.. specifically as outlined by the OP ( I know we akipped POFQ for this exact reason.. cancelled)

SO YES, I DO think Disney should be alerting their "guests" ahead of time and offering to get them a room at another moderate resort at the SAME price point.
It's certainly Very Poor guest relations at the least and totally Outright DisHonest n DISrespectful to families (that
Often save for years) to stay on site!


If Guests Speak Up and Blog and Post and Call and Email...
they/Disney may Actually Hear and do what's necessary to make things right.
Just say'n...
Come on Disney... ur better than this!

OP: sorry to hear of ur friends Debacle, not very Magical... at all!

 

[BrianL]

I get being frustrated by it, but construction happens. I do think though that Disney should move impacted guests to another moderate for no increase if they ask. Me, I almost never eat at my resort, so I wouldn't care that much and just stay, but for those who wanted to, moving them shouldn't be too hard.

 

[Tonyz]

So how would this work? You want to switch resorts because you can't eat at Carribean Beach. If Disney is being forced to pay for any upgrade that happens, why wouldn't everyone switch? What's the limit? You get to stay at the Boardwalk for the same price? Even if it's just a small upgrade, like Casitas as Coronado... same price? Again, who wouldn't switch if they could get a free upgrade?

 

[TheMaxRebo]

I guess I don't really understand why this is a major issue? I mean it's not AKL or The Poly. Carribean Beach is not known for great resort dining. Shutters has a terrible reputation (ask Kevin!) and their quick service has never really been praised much.

How often are people eating at their moderate resort? Maybe lunch every once in a while? A quick breakfast maybe? Food trucks seem to take care of those quick meals, and they'd probably be just as good/better than what is usually offered. Disney is amazing at making sure people with certain allergies have access to food they can eat, so I assume that would be taken care of. And if not - which I really can't imagine happening - eat at the parks or another (better) resort.

I don't see any reason why Disney should pay for guests to stay at The Grand or even a slightly pricier moderate because someone is upset that they can't eat at Shutters. How is anyone being treated poorly?

This just seems like people trying to find something to complain about.

You might not like it but others do and planned their vacation around this. As mentioned, due to her daughter's situation they need to spend more time at the resort than other guests and due to food aversions is limited in what she can have ... but what was at the Caribbean Beach when they booked their vacation would work for them and their daughter - that is no longer the case based on the details they were informed would now be there. They would be find going to anywhere else that can accommodate them as they are a family of 5 (even "downgrading" to a value resort), but every single option is more money.

Knowing the people involved, trust me, they are not just looking for something to complain about. In contrast they typically go out of their way to praise and promote Disney

 

[rteetz]

Disney has a problem on their hands with this...

 

[TheMaxRebo]

So how would this work? You want to switch resorts because you can't eat at Carribean Beach. If Disney is being forced to pay for any upgrade that happens, why wouldn't everyone switch? What's the limit? You get to stay at the Boardwalk for the same price? Even if it's just a small upgrade, like Casitas as Coronado... same price? Again, who wouldn't switch if they could get a free upgrade?

again, they were willing to even "downgrade" to a value as long as it fit 5 people but that would be $700 more and they can't swing that and honestly don't feel they should have to give more money when they were happy with what their original plans were

This isn't someone wanting a free upgrade to a Deluxe this is someone looking for a way for their trip to even be possible with the care their child needs at the cost the booked their vacation at - and because Disney cannot provide that they are cancelling

 

[rteetz]

again, they were willing to even "downgrade" to a value as long as it fit 5 people but that would be $700 more and they can't swing that and honestly don't feel they should have to give more money when they were happy with what their original plans were

This isn't someone wanting a free upgrade to a Deluxe this is someone looking for a way for their trip to even be possible with the care their child needs at the cost the booked their vacation at - and because Disney cannot provide that they are cancelling

Which is just sad. Disney who has been known for their customer service has really caught people off guard with this.

Disney has really only offered upgrades with the guest paying the difference. I have seen some recent reports of extra FPs and a discount on their existing room at CBR. This is more than what we saw at WL or the Poly. At both go those places people still had several dining options plus the proximity to other resorts and a park. CBR does not have that.

 

[Accident]

So how would this work? You want to switch resorts because you can't eat at Carribean Beach. If Disney is being forced to pay for any upgrade that happens, why wouldn't everyone switch? What's the limit? You get to stay at the Boardwalk for the same price? Even if it's just a small upgrade, like Casitas as Coronado... same price? Again, who wouldn't switch if they could get a free upgrade?

In the past when there is construction that might impact you, disney just called to warn and offer alternatives including other resorts. What they were asking for was not out of what disney has done normally in the past and this is a change in customer service.

 

[Tonyz]

again, they were willing to even "downgrade" to a value as long as it fit 5 people but that would be $700 more and they can't swing that and honestly don't feel they should have to give more money when they were happy with what their original plans were

This isn't someone wanting a free upgrade to a Deluxe this is someone looking for a way for their trip to even be possible with the care their child needs at the cost the booked their vacation at - and because Disney cannot provide that they are cancelling

Oh I don't think your friends are trying to get a free upgrade. But do they know for sure there will be no food trucks that accoun for their child's allergies? I can't imagine Disney has not provided an alternative for situations like that.

If Caribbean Beach has or will not provide an alternative for allergies, then Disney should absolutely foot the bill for any resort change/upgrade and I will personally write to them about this.

 

[MrInfinity]

Hadn't seen this, no... Thanks for posting!
This would be awful to have happen. I don't think it would be trip-cancelling bad, but it's bad.

Unfortunately they can't just eat the cost and move people. Everyone would opt for that and they have this hotel go vacant while the others get overbooked. If they make it a policy that they'll upgrade you for free, then you've got a huge population base being moved into more expensive rooms at a loss, blocking out other guests who want to stay at those.

At standard rates, CBR up to POR is only around $20/nt. I would really suggest to your friends just to switch. Right away. I'm guessing POR rooms are going to fill up quickly as people swap up in droves. The first people to switch will get in and then they'll be gone.

 

[Tonyz]

In the past when there is construction that might impact you, disney just called to warn and offer alternatives including other resorts. What they were asking for was not out of what disney has done normally in the past and this is a change in customer service.

So do they call everyone staying at the resort? (And I'm really asking, I hope it doesn't come across as snarky) If only deluxes are available does Disney foot the bill? I mean that would be amazing service and acceptable/expected in certain situations. But I just don't think the temporary closing of Shutters and Old Port Royal (or whatever the quick service is called) demands that kind of change.

 

[TheMaxRebo]

Hadn't seen this, no... Thanks for posting!
This would be awful to have happen. I don't think it would be trip-cancelling bad, but it's bad.

Unfortunately they can't just eat the cost and move people. Everyone would opt for that and they have this hotel go vacant while the others get overbooked. If they make it a policy that they'll upgrade you for free, then you've got a huge population base being moved into more expensive rooms at a loss, blocking out other guests who want to stay at those.

At standard rates, CBR up to POR is only around $20/nt. I would really suggest to your friends just to switch. Right away. I'm guessing POR rooms are going to fill up quickly as people swap up in droves. The first people to switch will get in and then they'll be gone.

I will say part of the challenge is that POR is sold out at that time otherwise I think it would have been an easier situation ... though, of course, if they had notified people earlier maybe POR wouldn't have been sold out at that time.

 

[TheMaxRebo]

So do they call everyone staying at the resort? (And I'm really asking, I hope it doesn't come across as snarky) If only deluxes are available does Disney foot the bill? I mean that would be amazing service and acceptable/expected in certain situations. But I just don't think the temporary closing of Shutters and Old Port Royal (or whatever the quick service is called) demands that kind of change.

But there is something in the middle they could do between: "here, stay at the Grand Floridian for no extra charge" and "tough nuggets" .... like offer gift cards and extra FP for those that choice to stay or offer a discount if you move (but not the entire difference - say, for my friend, ok, it would be $700 normally but let's split the difference and call it $350 extra). something to at least recognize that this is something that could potentially impact your vacation that was not known at the time of booking and we want to ease that issue

 

[jb405]

I called this morning. 61 days out. We were planning to just suck it up but at the same time frustrated and felt this was really short notice. I would not have booked there's knowing the food options were all down. I asked to look into switching. Family of 5 so yeah, options are limited. I told them up front I did not have budget to spend more. Couldn't match our days at POR And I'm not changing 5 flights. She right away offered a room discount to stay and extra fast pass. I wonder if they have an official compensation plan after yesterday's debacle. Don't know if that will work for your friends but it might be worth calling again.

 

[Tonyz]

But there is something in the middle they could do between: "here, stay at the Grand Floridian for no extra charge" and "tough nuggets" .... like offer gift cards and extra FP for those that choice to stay or offer a discount if you move (but not the entire difference - say, for my friend, ok, it would be $700 normally but let's split the difference and call it $350 extra). something to at least recognize that this is something that could potentially impact your vacation that was not known at the time of booking and we want to ease that issue

Good point, but extra FPs wouldn't help people like your friends much. Again, if they aren't taking care of people with allergies, then that is a real issue.

You (the general you) know in advances that this will be going on while you are staying there. If they snuck this up on you while you were there then the "remarkable guest services" should be really stepped up.

 

[Accident]

So do they call everyone staying at the resort? (And I'm really asking, I hope it doesn't come across as snarky) If only deluxes are available does Disney foot the bill? I mean that would be amazing service and acceptable/expected in certain situations. But I just don't think the temporary closing of Shutters and Old Port Royal (or whatever the quick service is called) demands that kind of change.

I've only experienced WL and getting offered better accommodations at another deluxe so I can't really answer if everyone got called. they did drop their prices if you stayed there during the remodel (and that was one option as well, stay and get a wish it was always this price refund). I can't really speak if everyone got a call.

Even with disney offering food alternatives like they did with POFQs revamp, disney gets autistic and their needs and I"m surprised they wouldn't try to accommodate that need. maybe it's not the general you need food need and as themaxrebo said, they didn't need an upgraded room and would have taken a value if they would allow the number of people in the same room.