Anyone With DDE Ever Challenge the Autogratuity?

[inkkognito]

Thankfully we've never had to do this ourselves, but I'm curious if anyone else has ever done it. I can only think of two times (once at AP, once at Jiko) where the service was bad enough to not warrant the DDE auto-18%, but both times were before they started adding it automatically.

If you did challenge it, what happened? Did you speak to a manager? Did they allow you to adjust it? I'm curious about what the process would be. I hate to be a complainer so service would have to be very bad for me to do this, but with the two times I mentioned it was indeed that bad. Thankfully it's been excellent so far this year, so we actually usually end up adding a little more.

 

[just another guy]

First step would be speaking with a manager calmly and clearly. Yelling the service sucks won't get you anything. Explain for example, we had problems getting refills, glasses were always empty, our app came 3 minutes before the meals did, he/she forgot ketchup for little suzy, we has to ask another server for extra napkins, my order was wrong, etc. Simply one mistake won't warrent the grat being removed, but several problems throughout the meal will.

 

[ShellyLynn3630]

Good question!

 

[disnut8]

It's usually a good idea to not ask your server to get the manager. Go to the podium at the front and ask the host instead. Then you can calmly explain what the problems were without making the server feel like they are getting yelled at in school. The manager can then change your bill accordingly and the server will notice but you don't have to have any direct confrontation with the person.

 

[CarolMN]

It's usually a good idea to not ask your server to get the manager. Go to the podium at the front and ask the host instead. Then you can calmly explain what the problems were without making the server feel like they are getting yelled at in school. The manager can then change your bill accordingly and the server will notice but you don't have to have any direct confrontation with the person.

I think it would be better to talk to the manager during your meal - when you are experiencing the bad service. That way the problem could be corrected and your experience more pleasant.

Sometimes the problem isn't the server, it's the kitchen. That's not always apparent, either. JMHO. YMMV.

 

[goofy4tink]

Only one time have I been tempted to dispute the automatic tip in WDW. We ate at Crystal Palace. I have no issue with tipping at a buffet. Yes, I tend to tip a bit lower than 20%, maybe around 15%....unless we had extrodinary service. When at a buffet, I expect my drink order to be taken when we first arrive (well, within 5 or so mins), then I expect my dirty plates to be removed and my drink refilled. That did not happen last time at CP. Our server was practically non-existant. It took him close to 15 mins to get our drink order taken. Another 10 mins to get the drinks. Our plates were never cleared and our drinks finally got refilled after I found another server. Then, it took quite awhile to get our check.
As we walked out, the manager was standing there, and said he hoped we had enjoyed our meal. I stopped, told him that the food was good as always but it would have been nice to have a more attentive server. The manager wanted us to stop and discuss it with him. I had to be someplace, I told him that I had many good memories at CP and this one less than stellar one wasn't going to sour me on it. But, I did tell him that the one thing I resented was that I wasn't able to adjust my tip accordingly.

Now, I'm sure the manager would have adjusted if for me. The extra few dollars were not the issue. But, the manager got my message, loud and clear. Hopefully something was said to that server.

 

[Cheshire Figment]

A few weeks ago I was with some friends for a late breakfast at 1900 Park Fare. The members of the family I was with tend to tip more in the 20-25% range and were so unhappy with the degree (lack) of service that they asked a manager if the gratuity could be reduced.

We were told it is in the computer and could not be overridden, and our choices were to either use the DDE and have the gratuity included or not use the DDE and tip as we felt (which would have cost more).

So that is only one time; and maybe it was correct or we got a manager who did not want to or know how to reduce the automatic gratuity.

 

[inkkognito]

What was most interesting was that the really really horrible server at Jiko was serving a big group too (that wasn't why his service to us was poor...they were winding down when we arrived and we were keeping an eye because we won't reduce the tip if something is out of a server's control, like kitchen problems or having too many tables). The group was big enough to have an autogratuity put on, and they actually called the manager over to dispute it. I don't know what the outcome was because we didn't hear the whole conversation but it would have been interesting.

The main issue at that meal was that our server would just disappear for long spans of time. He would walk towards the front of the restaurant and just be gone. I was about ready to send out search dogs! Thankfully that's a rarity as Jiko...I'm usually happy to give the autogratuity and add on something too. I'm just glad that happened before the new DDE policy.

 

[patsal]

We had one instance over the past two weeks where we felt that the waiter didn't really deserve the tip that was included in the DDE. Basically at Brown Derby, we did bus our own table and I mentioned briefly that maybe I should pay cash without the DDE and leave no tip. After we bussed the table he figured out that he was dropping the ball and made up for it so I just wnet with the DDE.

 

[dbriggsq]

My feeling is that the automatic 'gratuity' applied to the DDE card really is not a 'gratuity' in the true sense of the word. It needs to be changed to a 'service charge' or a price supplement for DDE card users.

And the fact that they have changed the goalposts after we have bought the card is rather annoying.

If they really can't change the gratuity in the case of bad service that is really bad.

 

[DCDisney]

I've heard a few reports where even with complaints it wasn't changed. I think technically they bill it as a service charge not as a gratuity probably to get around people challenging it with credit card co's. The other issue is that it can often take a LONG time to see a manager so there comes a point where you have better things to do.... Managers also seem to want to know why people didn't complain mid-meal if things were so bad so if things are going bad enough you would want a tip reduction speak up early in the meal. I have also heard about people with bad service on the DDP with a large group where they walked out on the grat bill and were billed directly to their resort.

 

[Cheshire Figment]

In my situation (above) we talked to the manager at least ten minutes prior to the presentation of the bill. And we had asked a server who was not ours to get the manager.

 

[KYMickey]

An interesting point is that a service charge is taxable and a tip isn't. We don't use DDE but as a question for somebody that does, is a tax just on the meal or is it also on the "gratuity"? That would certainly clarifying how it's actually being billed.