Are Resort CMs Getting Lazy? I felt like I was a freaking ghost for half of my trip!

Discussion in 'Disney Resorts' started by spodie, Jul 2, 2013.

  1. spodie

    spodie Mouseketeer

    Jul 17, 2008
    Sorry if this has been posted/debated before, but this has really bothered me since getting back from my trip on Friday and would like to hear your input/thoughts/experiences.

    Last week, we did a split stay - three nights at Port Orleans Riverside and four nights at Animal Kingdom Lodge. Because I had never stayed at either resort, I spent a good deal of time exploring and experiencing each resort. That, along with walking to and from the room, eateries, and the pool, made for me walking past many CMs.

    I cannot tell you how many CMs I encountered on my stay who I walked past who did not acknowledge me. At all. I'm not talking about me being one of a long line of people filtering out of the pool area. I'm talking about me and a CM in a corridor or pathway and getting NOTHING. I would smile and they would just continue to stare straight ahead - it started to become almost comical. But really, I began to feel like I was a ghost.

    The first time it happened, I wrote it off. The second time, I thought it was weird. After the third time, I started counting. I would smile at every CM I came into contact with (not anything different from what I would normally do). Many of them would smile or offer some kind of greeting, but the number of them who did not was staggering, especially when you keep in mind that a simple greeting is so easy! Depending on how picky I want to be with the acknowledgements, it was around 15 CMs over the course of 7 days. Ouch.

    Now, I'm not saying that each CM I run into needs to give me a standing ovation or sprinkle rose petals for me down the hallway, but isn't it the first rule of good hotel hospitality (and normal social decency) to at least acknowledge a person with a smile, hello, or at least a nod, especially if you are the only two people on a pathway/corridor? In that regard, I was treated better by complete strangers in the hallway at times!

    I know that this was a small detail in an otherwise smooth trip, but small details go a long way, especially when you're paying $200-$300/night to stay there.

    If this is how CMs are going to treat guests, what would keep me there, especially when there is a Four Seasons opening soon right on the outskirts of Disney??
  2. dansdad

    dansdad DIS Veteran

    Sep 21, 2011
    I'm sorry you weren't feeling the magic from some of the CMs. My parents were at AKL 2 weeks ago and our neighbors are at POR right now. When my parents returned they raved about the CMs they encountered at AKL. My wife just talked to our neighbors and they are having a blast and specifically mentioned how great the CMs and Mousekeeping has been. Sounds like you had a string of bad luck with the CMs you encountered. Hopefully you still had a great trip.
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  4. HM

    HM My tag from the Tag Fairy is now too long to use.

    Mar 8, 2001
    That's sad. Sorry it's bothered you even after your trip.
    I would have said 'HI' first. That's just me though.
  5. MinnieLovesMickey12

    MinnieLovesMickey12 DIS Veteran

    Dec 16, 2012
    If you want to go stay off property because the CM's didn't greet you then I would say GO FOR IT.

    I have stayed in many many many hotels in my life and I can't ever remember even noticing if a hotel employee greeting me when they passed me.

    I think no matter how great a trip is there will always be ppl looking for something to complain about or nit picking and making a problem where no problem exists.

    But if it means that much to you I would say absolutely take your vacation dollars off site. SHOW DISNEY!!
  6. Tink415

    Tink415 DIS Veteran

    Jul 18, 2006
    Hmm, I see your point, but the thing with a Disney resort vacation that always stands out, to me anyway, is how friendly almost all CMs are, along with how unusual it is for CMs to ignore guests or complain about their jobs in front of guests. But if you go often enough you will notice that everything isn't always perfect. Sorry you felt like a ghost, next time will be better!
  7. bluejasmine

    bluejasmine DIS Veteran

    Mar 5, 2005
    It seems a bit unusual but while I find it curious I wouldn't have let it bother me. CMs acknowledging me doesn't make or break my vacations.

    I'm sure they are told to always smile & speak but honestly come on they are surrounded by thousands of guests a day I think they should be given some slack.. They are human first disney employee second..

    Now if a CM is just out & out rude to you like ignoring you when he sees you asking or waiting for help or not very pleasant when you are helped is a completely different story.

    I once read a TR where someone complained that they stayed CL and the CMs there didn't call them by name each time they entered the lounge??? I know WDW is expensive & Disney customer service & hospitality is world renown but come on aren't we expecting a bit much for our money?

    ASMU/POR Dec 16-22, 2012 & CR Sept 8-15, 2013
  8. trishadono

    trishadono DIS Veteran

    Aug 21, 2011
    I just stayed in 4 deferent stays between April and May( unusual but it just happened , last minute stuff). CM's were mostly great. There were a few, very few , times I didn't get a greeting when I "expected" one. Usually like you it was just the two of us in a walkway/hallway.

    For many years I have been a retail manager. The places I worked expected great customer experience and I was good at it. Repeat customers would be happy to see me and say things like " I am glad you are here today" etc.

    My perspective was it appeared they were either concentrating on their job, or at times it looked like it was either the start or end of shift and they had not yet/or removed their "game face".

    Remember they have bills to pay, kids in high school or toddlers not sleeping etc.
    It is a lot of work to be a great CM at Disney.

    For the most part everyone is great though. Has a cm ever been rude? Nope!
    So I don't mind them taking a short mental break at times.

    FYI, the CM's at Poly really feel the most genuinely friendly:thumbsup2
  9. Princess Katherine

    Princess Katherine The Yeti's Girlfriend

    Jul 22, 2012
    I 100% agree! Usually I just smile and they smile back though.

  10. maxiesmom

    maxiesmom The Mean Squinty Eye Works

    Jul 6, 2004
    If a greeting is so simple, then why didn't you offer one up first? I have to say I can't ever remember saying HI to a CM, and not have them say HI back. It doesn't matter one whit to me if I say HI before they do.

    I wouldn't call it lazy, I would call it lack of good manners. But that seems to have been on both parts, not just on the CMs.
  11. disnut8

    disnut8 DIS Veteran

    Jan 21, 2005
    It's kind of funny about different guests having different experiences at different resorts.

    I always come back from Pop Century and remark that I was so tired of having to be nice to all the Cast Members I encountered because they greeted me all the time. From the front desk person to the housekeepers to the mainteance people to the trash collectors, etc. I'm normally not a person who speaks first but they all did to me.

    So no, resort Cast Members aren't all "lazy". I'm starting a Disney World trip tomorrow and staying offsite. I'll guarantee you I have almost no interaction with any of the employees there except to get my room key.
  12. jackemail

    jackemail Disney Veteran

    May 31, 2004
    Just back from a split Wilderness/Boardwalk stay. I was greeted and spoken to so many times that, by the end of the trip, I was about greeted out.
  13. minnie mum

    minnie mum Unapologetic Disney Fan(atic)

    Mar 8, 2011
    I have to agree with this poster. I think the OP was creating a problem where no problem existed. And I don't think that this means resort CMs are lazy. Or rude. Or less than pixie dust magical. Being ignored by a desk/counter/sales CM is complaint-worthy. Not getting a verbal greeting by every single CM who happens to cross your path is not.
  14. HubbDave

    HubbDave Remember, no matter where you go, there you are

    Jun 27, 2011
    I like the rose petal idea....

    And one of those chairs that they carry me around on to TSMM
  15. Tonka's Skipper

    Tonka's Skipper DIS Veteran

    Jul 14, 2010
    I find the op's story odd at best...................after many WDW vacations, all on property............I never had a rude or unfriendly CM.

  16. NHKristy76

    NHKristy76 Senior Mousketeer

    Jan 18, 2009
    I mean no disrespect but I think the OP wasted at least some of his vacation dollars intentionally focusing on the negative... Why would anyone do that?

    I can't imagine keeping track of people who aren't smiling at me...

    Let us always remember--- joy begets joy!
  17. momof2minnies

    momof2minnies DIS Veteran

    Feb 7, 2004
    Well no disrespect to anyone else but the OP has made a reasonable observation. This is very noticable especially after you have been on DCL.
    We have done many trips where we cruise first then go to WDW. The CMs on the cruise are above and beyond personable. Upon arriving at the resorts the difference is considerable- we are not people who like to be pampered but when you are approaching a CM in a hallway and there is no exchange even if you attempt first that is not ok.
    We have been going for many years and there is a huge difference then when we first started going.

  18. AliceIn

    AliceIn DIS Veteran

    Mar 9, 2012
    Very true. Disney takes a great deal of care to train employees and to make sure they present themselves in the Disney way. They can't be perfect, however, and there are going to be times when the workers behave like a person rather than a CM. It sounds like they did not acknowledge you when you were walking past each other, not that they ignored you when you were trying to get service. I think there's a difference between the two. I wonder what time of day you were in the hallway? If it were morning or late evening, maybe they are not supposed to talk in the hotel corridors to keep from waking other guests?
  19. MariDisney

    MariDisney Queen of the World

    Apr 20, 2004
    Fewer than 3 people per day? I wouldn't give it a second thought.
  20. Poohforyou

    Poohforyou DIS Veteran

    Mar 16, 2011
    Really, you spent vacation time tracking something like this and let it upset you:confused3. I think some people let the littlest things bother them.
  21. Missy1961

    Missy1961 Knows who did it and why

    Jul 19, 2000
    Honestly, as long as CMs aren't rude to me, I really don't care. I couldn't tell you how many passed me with or without smiling at me or saying hello. This wouldn't even be a blip on my radar.

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