Bad Trip

[myzel]

So you didn't have a magical trip. On one grand gathering we got to the podium to be told that all our res. Had been cancelled. No big deal, managed to get us a few tables then after dinner went to Guest Relations to get all straightened out. Another large group gathering DS's 16th, the server didn't serve the cake I had ordered, ticked? Yes, upset? Why. If I was perfect I would expect more of people but until they find a cure, you can't fix stupid.

 

[tup1830]

I've been reading this thread and its almost amazing to see how there is a lot of conversation about expectations.

For example, people will spend more money on a brand name because they expect a better result than generic. They will pay the premium price for Apple products, Nike shoes, brand name clothes, brand name foods for the expectation of a higher quality product.

Why does the same not apply to Disney?!?!?!?

If you are paying a lot more for a brand name, Disney, why can't you have high expectations? Why is it so bad to expect the person standing behind the counter to have knowledge of their own products and services?!? There is a designation of "earning my ears" which would imply that the person is still learning....if the person has earned their ears, why can't you expect to get the right information from someone?

Other things, i agree, are personal in nature. But i seriously think that for the price paid, and reading these boards, people are willing to pay a premium and have no expectations from Disney.

Don't get me wrong, there is a difference of having expectations and letting things go to enjoy the vacation. But at the end of the day, if you're going to pay a premium...you don't always want to pay to let things go.

I think the boards sometimes misguide people and expectations. I'd rather not know what other people have experienced and just feel it for myself.

 

[Chernabog#1fan]

I've been reading this thread and its almost amazing to see how there is a lot of conversation about expectations.

For example, people will spend more money on a brand name because they expect a better result than generic. They will pay the premium price for Apple products, Nike shoes, brand name clothes, brand name foods for the expectation of a higher quality product.

Why does the same not apply to Disney?!?!?!?

If you are paying a lot more for a brand name, Disney, why can't you have high expectations? Why is it so bad to expect the person standing behind the counter to have knowledge of their own products and services?!? There is a designation of "earning my ears" which would imply that the person is still learning....if the person has earned their ears, why can't you expect to get the right information from someone?

Other things, i agree, are personal in nature. But i seriously think that for the price paid, and reading these boards, people are willing to pay a premium and have no expectations from Disney.

Don't get me wrong, there is a difference of having expectations and letting things go to enjoy the vacation. But at the end of the day, if you're going to pay a premium...you don't always want to pay to let things go.

I think the boards sometimes misguide people and expectations. I'd rather not know what other people have experienced and just feel it for myself.

Amen to this post. We had several issues happen over our weekend last weekend that made me not want to go back to Disney ever again. Not because it was not perfect, but because it did not live up to the money we pay anymore. Every time we go, it just seems that the cast members are less than stellar and I do not find it enjoyable anymore. And for those that say to talk to a manager while you are there, I did each and every time. The managers are not helpful either. They could care less. That was what I walked away feeling anyhow.

To the OP: I am sorry you had a stressful trip. Hopefully your next one is more enjoyable wherever it is.

 

[tink'smom2B]

Amen to this post. We had several issues happen over our weekend last weekend that made me not want to go back to Disney ever again. Not because it was not perfect, but because it did not live up to the money we pay anymore. Every time we go, it just seems that the cast members are less than stellar and I do not find it enjoyable anymore. And for those that say to talk to a manager while you are there, I did each and every time. The managers are not helpful either. They could care less. That was what I walked away feeling anyhow.

To the OP: I am sorry you had a stressful trip. Hopefully your next one is more enjoyable wherever it is.

Glad to see someone else "gets it" Biggest problem Disney has is they are too big. People with money don't want to feel like they're in a third rate amusement park. If you are bothered by something and take the time to say something about it, it only makes it worse to be ignored or argued with. Unfortunately we own both VWL and BCV. My biggest regret is buying an annual pass and having to go back in October. Hopefully this will all be forgotten by then

 

[CocosMeme]

Tink's mom - I can relate somewhat to your frustration. We also took all of our grown kids and grandchildren to Disney and used a years worth of points to get a grand villa at AKL Kidani a few years ago. We had 12 of us. We got assigned the last GV in the LONG walkway nearest to Jambo. Of course I had requested "close to lobby", but the one we got was the only one open on our arrival date. It made for very long and tried walks back to the room after long days in the parks. We still had a very magical time just being together! I learned on that trip to not expect everyone to stay together - we had so many different ages and interest. We had designated meeting times during the day and it worked well. We were very lucky with our ADR's - no problems. I listened to the great tips on the boards and MADE everyone take a down day in the middle of the trip and sleep in, hang out at the pool, and go to Downtown Disney in the evening. Still - one of my DIL's says she will never go back. I have since taken each of my grandchildren back by going in "age groups". It has made for very fun trips! I just go with the flow and let them choose what they want to do every day. Disney is not for everybody. My DH and I love our "adult only trips". We went 4 times last year, but I would not give anything for the trips with the grandkids by ourselves. I am know as "Disney Mimi" among all of their friends. I hope your next trip goes better.

 

[robinb]

Glad to see someone else "gets it" Biggest problem Disney has is they are too big. People with money don't want to feel like they're in a third rate amusement park. If you are bothered by something and take the time to say something about it, it only makes it worse to be ignored or argued with. Unfortunately we own both VWL and BCV. My biggest regret is buying an annual pass and having to go back in October. Hopefully this will all be forgotten by then

I get it too. It's not that each problem was necessarily end-of-the-world huge, but the sum of all the problems you had point to systemic issues within WDW. A lot of people want to turn it back on you: you should have known this or you should have known that because they don't want to believe that Disney can drop the ball like they did.

I would encourage you to contact Disney with your concerns.

 

[tink'smom2B]

I just want to add that we all went our separate ways and met up at strategic points for lunch and dinner - not each day of course. I only saw some of my kids one or two times during the entire week. I guess my expectations of park and hotel services were too high. I do expect the CMs to know more than I do. I have always given 100% to my customers and have only had 1 complaint against me in 13 years. Total Customer Satisfaction has always been my mantra and it has served me well. Having first visited Disney in 1979 I've watched it become a mammoth and customer satisfaction has all but disappeared. Being a DVC owner, I'm always watching where this place is headed. If Disney doesn't care to spend the time to educate their employees, that is bad. If Disney doesn't care, it's really bad to be an owner. I have written to Disney and DVC and I'll listen to their answer. I don't expect anything from them. What can they do now that the trip is over? But I know I'm not the only one who feels like this and that should bother everyone who owns DVC.

 

[disneynutz]

I just want to add that we all went our separate ways and met up at strategic points for lunch and dinner - not each day of course. I only saw some of my kids one or two times during the entire week. I guess my expectations of park and hotel services were too high. I do expect the CMs to know more than I do. I have always given 100% to my customers and have only had 1 complaint against me in 13 years. Total Customer Satisfaction has always been my mantra and it has served me well. Having first visited Disney in 1979 I've watched it become a mammoth and customer satisfaction has all but disappeared. Being a DVC owner, I'm always watching where this place is headed. If Disney doesn't care to spend the time to educate their employees, that is bad. If Disney doesn't care, it's really bad to be an owner. I have written to Disney and DVC and I'll listen to their answer. I don't expect anything from them. What can they do now that the trip is over? But I know I'm not the only one who feels like this and that should bother everyone who owns DVC.

It probably bothers some owners/guests but often people make excuses for Disney and/or don't care to think anything negative because they are on vacation.

Disney cares but they are catering to millions of people per year and with limited resources available, DVC is probably on the bottom of their list. DVC owners have to use their points or forfeit them, if you are upset enough you sell, but someone else takes your place.

Bill

 

[Greysword]

I think tup1830 summarized the concerns quite succinctly, so thank you for posting. I feel for Tink's mom as well, and I understand the frustrations she, and her family, felt.

Disney sells itself as a premier destination with world class service, amenities, and opportunities for fun. They tout their customers service and "magic" very highly in all of their marketing. As such, the standard is set by Disney Parks and Resorts, not by the guest, in my opinion. When this falls short, and even falls to the level of a local park, movie theater, or WalMart, then Disney has failed to live up to their own, highly touted, expectations.

It has been discussed on here in many threads how Disney service, food, and value for the price is not close to what it was last century. Throughout the new millennium, these aspects of a Disney trip has dropped off significantly, and continues to do so. This isn't a new topic for us, as we've talked about it. We, the hard core Disney fans, have figured out the work around for many issues, learned to take poor service in stride since we remember how it was and plan to return regardless, and know how to bend the system to meet our needs. We are a vast minority, in both Disney park guests and DVC owners. Thus it is easy for us to use our experience to brush off poor service, bland food, and ride breakage.

However, what if the OP's family didn't have the money yet saved for many years to afford that one magical trip to Disney World? Many park guests are in this category. They arrive expecting great service only to get attitude by the management and poor information from cast members. A travesty, really. It makes our job of communicating the magic that much more difficult. Luckily for the family, the OP has done her homework and knew many things the general public did not know. Yet, she still put her faith in the cast members when the information they vehemently provided went against conventional wisdom (from the DIS) and got burned the same CMs and their managers.

The only change to the thread I'd hope from the OP was to list the grievances out, so we can see them, since we've heard pieces as the conversation went along. We can't help (or sympathize) if we don't know the details. Otherwise, I think she was wronged in more instances then she should have been, which not only destroyed her family's experience with Disney, but more importantly causes her to question her own loyalty to the Disney product.

This is where Disney will be in trouble, if they don't make the corrections. Word of mouth from their champions is vastly important to a guest deciding to take their vacation in Orlando or Anaheim, more so than the marketing. If a champion is disillusioned, they can wreak havoc on guest attendance numbers simply by talking friends, family, and coworkers out of visiting.

 

[get_us_to_WDW]

To Tink'smom2B, I am very sorry for all the frustration you endured on your last trip. A Disney vacation requires a lot of time, effort and money - and it is extremely disappointing when things don't go well. It is especially frustrating to bring all your family down for a special trip and then encounter so much misinformation and inconvenience. Our most recent trip was wrought with similar frustrations - mostly relating to MDE and Magic Band problems, so I can relate. I hope your next trip (wherever it may be!) is smooth and enjoyable!

 

[tink'smom2B]

OP may I ask what makes you say "the manager at Be Our Guest didn't care"?

What did you want that he didn't do? I hate when customers complain to me and say "he didn't care". PLEASE explain why! I always get the follow-up "it was his attitude".

I have thought about how he should have handled the situation. He should have come over to our table and said, "Excuse me, we do not allow strollers in this restaurant". Then DD would say," CMs at the Podium out front insisted I bring it in here because I have a six month old and a two year old. We tried to tell her there were no strollers allowed, but she wouldn't take no for an answer". Manager then would say, "I'm sorry for your inconvenience, may I take your stroller outside and park it with the others? I need to speak with the CMs at the podium". She would have been very happy with that conversation instead of feeling like she just tried to get away with something. Guilty, guilty, guilty! Wouldn't that have been a much nicer exchange of words?

 

[myzel]

It would seem, your issues as well as others (mine included) were improperly handled by the front line managers. I have seen this problem with many other places, and maybe this is why I tend to "get over it" more than I should. I blame this on training and management seperation between front line and bottom line,

 

[Chernabog#1fan]

Regardless of what the CM said when you checked in, if I knew that policy was No strollers, I would have parked my stroller and simply ignored her. I think you set yourself for trouble with that one.

The problem is that WDW is so vast that a CM at one location will not know all the ins and outs of another location.
Also with a large group sometimes the one doing the planning wants it to succeed and be magical more than the rest of the group.

It just makes everything more difficult the larger the group, unless you keep it very basic like Dean said.

To the bolded part above, if the cast member is going to work that location, they should be trained on the policies of that location. That is the biggest issue I have lately is the lack of consistency depending on where you go and who you talk to. That and how they have to adhere strictly to policy, yet no one knows what the actual policies are. I took my husband on a DCL cruise for his birthday. We checked in the day after his actual birthday. I was told by one person that they would be fired if they give him a birthday button and it is not his actual birthday, yet another lady handed it to me. If Disney is going to fire a person over a birthday button, there is a serious issue.

 

[Dean]

I've been reading this thread and its almost amazing to see how there is a lot of conversation about expectations.

For example, people will spend more money on a brand name because they expect a better result than generic. They will pay the premium price for Apple products, Nike shoes, brand name clothes, brand name foods for the expectation of a higher quality product.

Why does the same not apply to Disney?!?!?!?

If you are paying a lot more for a brand name, Disney, why can't you have high expectations? Why is it so bad to expect the person standing behind the counter to have knowledge of their own products and services?!? There is a designation of "earning my ears" which would imply that the person is still learning....if the person has earned their ears, why can't you expect to get the right information from someone?

Other things, i agree, are personal in nature. But i seriously think that for the price paid, and reading these boards, people are willing to pay a premium and have no expectations from Disney.

Don't get me wrong, there is a difference of having expectations and letting things go to enjoy the vacation. But at the end of the day, if you're going to pay a premium...you don't always want to pay to let things go.

I think the boards sometimes misguide people and expectations. I'd rather not know what other people have experienced and just feel it for myself.

Unfortunately reality gets in the way. If one's expectations are too high, you set yourself and the system up for failure. In this case one should likely not go to Disney or own DVC with the level of expectations that you and the OP express on this thread.

Glad to see someone else "gets it" Biggest problem Disney has is they are too big. People with money don't want to feel like they're in a third rate amusement park. If you are bothered by something and take the time to say something about it, it only makes it worse to be ignored or argued with. Unfortunately we own both VWL and BCV. My biggest regret is buying an annual pass and having to go back in October. Hopefully this will all be forgotten by then

I think most all of us get it, we simply don't agree that it's the big deal that you feel it is from a big picture standpoint. I'm sure we all know that there are nuances and exchanges that can't be put into words and that there are 2 or 3 sides to every story. We were not there. My points simply are that most of the things posted were either expected or likely could have been avoided with better planning. I also added the point that these type of things aren't items that lend themselves to a formal complaint to Disney after the fact. Each one has to be handled at the time and independently to be effective. From a reality standpoint the complaint that essentially reads that a lot of little things happened and it ruined out trip is pretty useless after the fact.

 

[GAVSMOMS]

Well, here is another couple of problems we had at Be Our Guest on Tuesday for lunch. We arrived at our allotted time, parked our double wide stroller alongside all the other parked strollers, and proceeded to the podium. Two CMs were there to check us in. Female CM tells daughter, "Oh, you don't want to try and eat with your little baby on your lap. You should bring your stroller inside so you can eat comfortably". We knew there was a NO stroller policy and said we had already parked the stroller and were Ok with it. She proceeds to argue with us and insists we bring the stroller inside. After much back and forth, frustrated daughter brings the stroller inside. Of course, we get dirty looks from everyone and frustrated servers have trouble getting their carts around us. Daughter finds a seat and very soon after the manager comes over to her and says, "I hear you have some questions about our stroller policy" and proceeds to tell her in great detail why they don't allow strollers inside the restaurant. Then asks her to get it out of the way and park it against a nearby wall. It wasn't her fault and she was nearly in tears. WHY did that CM set us up like that? Also, when I checked in at the resort, the girl at the front desk wouldn't allow me to de-activate the charging on the magic bands. She said a credit card must be attached to the room reservation. She said no one would be able to charge anything without also using the Pin Number. Well, guess what! At Be Our Guest, all you have to do is click Pay Now and touch your magic band to the screen! Voila! No Pin Required! Thanks again to the front desk girl for her misinformation Yes, this vacation was death from a thousand small cuts!

I hope one day you can look back and find some good memories from your trip. I've had some pretty bad trips but I always remember the good memories.
Yes some of the CMs are misinformed but I highly doubt that they try to ruin your trip. We all make mistakes. Life is a continuous learning experience.
I hope you can take another trip and learn from this one to avoid frustrating situations.
I hope your child is okay, it sucks to be in the ER with your child.
Thinking good thoughts for your future at Disney.

 

[Millionaire2K]

Unfortunately reality gets in the way. If one's expectations are too high, you set yourself and the system up for failure. In this case one should likely not go to Disney or own DVC with the level of expectations that you and the OP express on this thread.

I think most all of us get it, we simply don't agree that it's the big deal that you feel it is from a big picture standpoint. I'm sure we all know that there are nuances and exchanges that can't be put into words and that there are 2 or 3 sides to every story. We were not there. My points simply are that most of the things posted were either expected or likely could have been avoided with better planning. I also added the point that these type of things aren't items that lend themselves to a formal complaint to Disney after the fact. Each one has to be handled at the time and independently to be effective. From a reality standpoint the complaint that essentially reads that a lot of little things happened and it ruined out trip is pretty useless after the fact.

How do I +1 this post?

 

[Sandisw]

I get it too. It's not that each problem was necessarily end-of-the-world huge, but the sum of all the problems you had point to systemic issues within WDW. A lot of people want to turn it back on you: you should have known this or you should have known that because they don't want to believe that Disney can drop the ball like they did.

I would encourage you to contact Disney with your concerns.

Respectfully, I don't think we are saying things should have been known because we don't believe Disney has faults or can mess things up...we all know that they can.

But, guests have a responsibility to have reasonable expectations and know what is and is not within the scheme of things, even with someplace like Disney.

The OP admitted that she knew there was a no stroller policy...if that were me and I knew the CM was misinformed, I would have gone with what I knew...had that happened, the meal would have been better..and, if the CM was becoming defensive or insistent that they bring it in, then maybe that was the time to ask for a manager to clear up the confusion.

I guess the point is that no one dismisses it was a frustrating trip and that some of the things that occurred were not the best, but some would have been less frustrating with more knowledge on the part of the guest.

And, I even agree that sharing the frustrations about misinformed CM's is beneficial to Disney, but it doesn't change that going to Disney is a lot of work and requires a lot of planning and understanding and if one doesn't know or realize this ahead of time, then you have to be flexible enough while there to roll with it.

 

[KAT4DISNEY]

How can a 1st time trip ever be magical with all there is to know? How can anyone who has never been there understand all the planning that it takes? WDW is promising *Magic* but they haven't a clue on how to deliver without a personal tour guide and planner!

Amazingly it can be "magical". (although I hate that term - raises expectations way too high). And it can also be disaster. I had an employee rent points from me a couple of years ago to take his family while his youngest son while he still had some interest in going. None of them are big Disney fans and it was more a right of passage type thing than any great burning desire by them to go. And they had a wonderful time and raved about how Disney does things. Sometimes familiarity breeds contempt or raises expectations but overall a lot is about the expectations and how things measure up. For perspective, these people have traveled all over the world so it wasn't the first time they had gone anywhere.

As I mentioned before write the letter and express how you are unhappy with the value received from the vacation due to poor service etc. But reality is that Disney is busier than ever and when that happens they don't necessarily have a desire or even need to change. Personally I'd like them to push the levels of customer service to the high levels expected long ago but if I feel it's declined to a level where my enjoyment value is not there l then I have the option to not visit.

 

[Sammie]

I've been reading this thread and its almost amazing to see how there is a lot of conversation about expectations.

For example, people will spend more money on a brand name because they expect a better result than generic. They will pay the premium price for Apple products, Nike shoes, brand name clothes, brand name foods for the expectation of a higher quality product.

Why does the same not apply to Disney?!?!?!?

If you are paying a lot more for a brand name, Disney, why can't you have high expectations? Why is it so bad to expect the person standing behind the counter to have knowledge of their own products and services?!? There is a designation of "earning my ears" which would imply that the person is still learning....if the person has earned their ears, why can't you expect to get the right information from someone?

Other things, i agree, are personal in nature. But i seriously think that for the price paid, and reading these boards, people are willing to pay a premium and have no expectations from Disney.

Don't get me wrong, there is a difference of having expectations and letting things go to enjoy the vacation. But at the end of the day, if you're going to pay a premium...you don't always want to pay to let things go.

I think the boards sometimes misguide people and expectations. I'd rather not know what other people have experienced and just feel it for myself.

I think some, not even saying the OP did or didn't to this, expect everyone that works at WDW to have knowledge beyond their training. If I am at the front desk I expect them to know how to get me checked in. Nothing more. Sure they should say, sorry but I don't know about that if they truly are not trained in tickets. If I want ticket info I go to the ticket office at the parks. By not even asking questions of an area I figure really does not have the training to answer me correctly I avoid a lot of frustration.

The CM at BOG should know the stroller policy but obviously doesn't. I would not have argued with her, again more stress. I would have parked my stroller and went on my way. After the meal I would have asked to speak to a manager and bring it to their attention that the CM is wrong and needs a refresher course in the stroller policy for BOG.

 

[tink'smom2B]

I think some, not even saying the OP did or didn't to this, expect everyone that works at WDW to have knowledge beyond their training. If I am at the front desk I expect them to know how to get me checked in. Nothing more. Sure they should say, sorry but I don't know about that if they truly are not trained in tickets. If I want ticket info I go to the ticket office at the parks. By not even asking questions of an area I figure really does not have the training to answer me correctly I avoid a lot of frustration.

The CM at BOG should know the stroller policy but obviously doesn't. I would not have argued with her, again more stress. I would have parked my stroller and went on my way. After the meal I would have asked to speak to a manager and bring it to their attention that the CM is wrong and needs a refresher course in the stroller policy for BOG.

Amazingly, most of the misinformation we received was not even solicited. I did not ask the front desk girl about the tickets. I already knew we had to activate them at guest services. I also knew the stroller policy. The CMs just seemed to feel the need to push their expertise on us. I should have ignored them. My son told me today that as they entered the Magic Kingdom the man that stands there and watches your magic band and fingerprints click told him, "kids aren't supposed to have magic bands". What?? This is really starting to be a joke
Yes, talking about this and reading these posts I do feel better about it.