Bad Trip

[bethp1968]

I couldn't agree more (and I don't know anyone that works there). There seems to be 3 classes of DVC members...those that expect 5*service, those that are realistic and take the time to plan, and those that are jaded. I fall into the middle group-I guess that's why I'm still happy with my DVC after all these years.

AGREE 1000% - (middle group as well!!)

 

[cedricandsophie]

I guess I'm one of those in the middle. I generally look st things half full anyway. We have been st Disney probably 100 times since it opened and have owned since 1998. With a few minor exceptions I have found the service friendly and helpful. I'm not into perfection but more a good experience with a smile attached to it. In those cases where a CS rep hasn't offered a smile first I find that smiling at almost anybody will get a positive reaction. I agree that we pay a lot of money and should have high expectations. But from personal experiences all over the world I can honestly say that Disney customer experience compares very favorably. I have come home from a few trips other than Disney disgruntled and crabby but find that within a day I can laugh and shrug it off, usually finding something that I could have done differently too. I used to travel lots for business snd when flight plans go awry it can be so frustrating. But as I told my husband many times, a smile and an acknowledgement of the reps job can do wonders. Got many upgrades and transfers to other flights quickly while others were still yelling.

 

[disneynutz]

I couldn't agree more (and I don't know anyone that works there). There seems to be 3 classes of DVC members...those that expect 5*service, those that are realistic and take the time to plan, and those that are jaded. I fall into the middle group-I guess that's why I'm still happy with my DVC after all these years.

I can't agree, all the planning it the world can't help with CM's who need more training, being forced to wait 10 to 45 minutes for MS to answer the phone, getting a room that is clean and well maintained, and as members being offered cruises and other perks/events at a premium price.

Bill

 

[BWV Dreamin]

Disney charges 5 star prices but delivers 3 star service. Learning to expect problems is part of the problem, we shouldn't accept problems, if we do Disney doesn't have any reason to improve. They continue to make billions of dollars in profits but don't have a reason to improve customer service or get better employees. Seems that they have adopted a quantity not quality business model where a certain level of problems are acceptable while they entertain millions of customers. They could spend more money on CM training, correcting software issues, maintaining the resorts and rooms and keeping them clearer but it seems like they choose not to. Bill

I think the rapid expansion of DVC has degraded the model DVC was based on. I just returned from VGC. No welcome home, no magical touches. Just the run of the mill, typical hotel service. Was it bad? No. Was it special? No. For the current prices Disney is asking for direct purchases, I better get better than magical service. And I'm not.

 

[Dean]

Dean, you're forgetting that it was Disney that caused the problem in the first place

If you tell us that conflict between you and this person is otherwise non existent, maybe, but I'm betting that's not the case based on what you posted. I know there were numerous factors but it's clear that many of those were based on less than stellar planning and unreasonable expectations. I'd consider it a learning experience.

I couldn't agree more (and I don't know anyone that works there). There seems to be 3 classes of DVC members...those that expect 5*service, those that are realistic and take the time to plan, and those that are jaded. I fall into the middle group-I guess that's why I'm still happy with my DVC after all these years.

I likely fall between your second and third groups as you've posted. The applicable quote here is "A pessimist is an optimist with experience". DVC is a nice timeshare, nothing more and nothing less. Those that expected more because it's Disney have set themselves up IMO.

 

[csharpwv]

In many ways I totally understand that OP's frustrations.

We had a trip last summer that was one major issue after another, starting from check in, and not ending until about 3 weeks after the whole ordeal (due to points being removed from our account without permission..... hundreds of points...)

From the transportation issues (90 minute+ waits for buses).

Inaccurate information from the front desk that resulted in us almost being late for the Backstage Magic Tour. (paid big $$$ and was very afraid we were going to be left behind)

The dining plan being charged and refunded three different times to our credit card.

Contact phone calls to the front desk for multiple issues (including a personal item being broken by housekeeping).

We were very frustrated and disappointed for a several weeks over this mess.

It wasn't one major issues that caused us to have a bad experience, it was a series of small issues that very easily could have been prevented.

One thing that trip taught us.... if you want fast reliable transportation at the Walt Disney World Resort, drive your own vehicle. (period)

We expect Disney to do the right thing, and we do expect the level of service to be on par with the price paid. Disney sells itself on service, and as of late, has been failing to provide top notch service.

While the many small things aren't so much to worry about, it is the constant string of small things that causes the greatest amount of frustration and disappointment.

 

[Mickey'sApprentice]

I haven't read the whole thread, but thought my 2 cents may be worth something.

We took a trip to WL in 2005 that was less than stellar. Things had been stressful at work in the months prior to the trip, and I coped by spending 5 minutes every morning at my computer terminal looking at the WL Courtyard on the Disney website. We had paid for a "water" view and was certain that we would have that stellar view. [Our first mistake].

Well...we were placed on the bottom floor on the outside of the U, in the very last corner room nearest the bus stop. I guess that was one plus. The room was a little run down and our "water" view was a royal joke.

We also ran into transportation problems during the week, so much so that our catch phrase became, "You just missed it." We then let these small inconveniences and disappointments ruin our trip. [Our 2nd mistake] Did I tell you we got a little sick toward the end of the trip?

So...we didn't go back to WL for a very long time. In 2013, we decided to give WL another shot.

Now this is the helpful part...when we went to reserve our room...I mentioned this information and how we had over set out expectations, being quite self deprecating, etc. but was really hoping for better on this trip. Well...we got to WL and went to our room and oh my goodness!! The view was spectacular!!

 

[Sammie]

Disney transportation is extremely efficient and quite adequate going from resort to a park.

If you plan to go from a resort to another resort or even Downtown Disney, you need your own car, a rental or a taxi.

If not you are setting yourself up for major frustration and long waits. In fact if you are going to use Disney transportation to go to another resort in my opinion there is not a restaurant at Disney worth that much hassle.

Do not expect to get a great view or a certain room at Disney, hope for the best and you might get a surprise.

Do not call the Front Desk for anything, you get the Call Center and you are wasting you time. Call housekeeping for issues such as bedding, towels, etc. and maintenance for things that are broken.

For any problems involving the Front Desk, go in person, and ask for the On Duty Manager. Only this person as the authority to fix anything.

 

[Simba's Mom]

If I had a problem with the front desk at WL, would that be a DVC issue? Also transportation issues? Thanks for your help!

As far as the front desk at WL, when we had issues, we sent copies of the letter to BOTH the manager at WL and DVC. Ironically, when we heard from the front desk manager at WL, it was because a copy of the letter had been forwarded to her by DVC. We also received a call directly from member satisfaction at DVC. However, as far as the letter we'd sent the letter to the WL manager (by certified mail), it had never been picked up.

 

[Golden Rose]

I am really sorry the OP feels like she had a bad vacation. I do think when several small things go wrong early, it can be easy to start thinking you're having a bad trip, and then start to really focus on the negative. Once you get in that mindset, you really notice every slight and every issue. You can get into a downward spiral, where you remember what you hoped this vacation would be, and you note every moment where reality differed from expectation or hope.

We just got back from a great trip. We had a lot of little things go wrong, and we had a lot of things go right. I think that is normal for most trips (and for life.) We actually had an amazing and fantastic trip, that we felt had a lot of pixie dust, despite the several things that definitely went wrong. (I can truly say them that something seemed to go wrong every day for us, too, including a really condescending and rude cast member at one restaurant; a very important lost item that housekeeping said they had found, but then was no where to be found; a magic band that suddenly wouldn't let someone in our party charge when she was off by herself; a wait time posted for 30 minutes that turned out to be more than 75, so messed up our schedule for our final afternoon; our preordered meal at BOG not working right, with the strangest excuses I've ever heard from castmembers, and then having to spend almost 30 minutes waiting for the kiosk where we had to redo our orders because of the problems the family ahead of us was having, etc.) We had problems, too.

The truth is, most people are going to have problems on their vacations, because there are so many interactions with so many individuals, both Disney employees and other guests with their own individual agendas and foci. We had dozens, possibly even hundreds, of positive interactions with cast members and other guests. I remember the one negative interaction with the snippy, rude seater at the restaurant. But think about it, we dealt with one really unpleasant person in a week of vacation. Sure, we dealt with others that maybe weren't as warm and fuzzy as we might have liked, but the truth is, most of the castmembers do an amazing job being friendly and helpful, under what can sometimes be very stressful circumstances. Almost all of the cast members really are trying hard to make things go as well and smoothly as possible, while following the rules (as they understand them) and making sure everyone else is following those rules, too. Most really want to make your vacation go as well as possible, while not somehow lessening other people's vacation experiences by showing favoritism or making exceptions.

Anyway, all vacations will have problems. I could have focused on all the little things that went wrong, but instead, we chose to focus on all the things that went right, and be enthusiastic about all the positive moments. When something would go wrong, we'd remind our kids or my mother of something that had been great. Our kids think we had one of the best vacations ever. Hey, I think we did, too!

 

[tink'smom2B]

Without a doubt, attitude is everything! For me, Disney has lost it's magic. But for others, no matter what happens, they will still love WDW. I think it must have been the year of planning almost every little detail. The anticipation of bringing my grandchildren there the excitement of the Grand Gathering. Whatever it was that made me so excited to go there, so magical, is gone.
Anyway, I started this thread to ask for contact information, not to air my grievances. I should never have said them here, but was encouraged to do so. One man's pleasure is another man's poison. I think it's time to move on.

 

[detroitdad]

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 was feeling some sympathy for you until I read this. It may not have been your intent but it screams of entitlement.

You had some valid concerns and issues that were clearly Disney's fault, however I also read a lot of petty complaints in my opinion that were blown out of proportion because of unrealistic expectations, poor planning and being easily offended.

 

[tink'smom2B]

I really wish someone would close this thread or lock it. I find it all very depressing. All I asked for was someone to tell my story to. Lesson learned! Never criticize the mouse.

 

[detroitdad]

I really wish someone would close this thread or lock it. I find it all very depressing. All I asked for was someone to tell my story to. Lesson learned! Never criticize the mouse.

It has nothing to do with criticizing the mouse. You just don't like the fact that everyone doesn't agree with you. You asked in a forum viewed by 1000's. What did you expect when you open yourself up to that many opinions? People have agreed with you and others have disagreed. I actually agree with you on some of it. The rest just comes across like you're difficult to please. Contact a board manager and ask them to close the thread.

 

[Dean]

I really wish someone would close this thread or lock it. I find it all very depressing. All I asked for was someone to tell my story to. Lesson learned! Never criticize the mouse.

It's laughable to effectively label some of the more active critics in this thread essentially as Disney yes men (women). Agree or disagree, to think this is simply because people see Disney as doing no wrong couldn't be farther from the truth and is, in part, why I tend to discount much of what you've posted as skewed.

 

[wdw4life]

I wanted to go to BLT and show my family the fireworks, have a few drinks, enjoy. It turned into a nightmare. Screaming babies, annoying kids, angry husband. The boat captain didn't help either. He kept talking to my husband about Bay Lake trivia. DH was about to explode. We've been here 19 times!

I'm guessing you have never experienced this at WDW? My BFF and I always joke that it is the Happiest Place on Earth.

In regards to the boat captain. Did you or your DH tell the boat captain you have been there 19 times and were not interested in his ramblings? He could probably sense the stress you were feeling and was trying to help. Next time just tell hime to shut his yap.

A word of advice. If you only want people to agree with you that your vacation sucked and it is all Disneys fault don't post details. Just ask for the contact information and leave it at that.

 

[bakerworld]

This thread continues because people love to complain and give advice

 

[fishermouse]

I don't want to bash WL, but I've learned more on Disboards than their employees know. We had a long day of graduation and travel before I checked some of us in. I had already called the lodge about where our rooms were and tried to iron that out before I had even left Wisconson. Then when we arrived six hours later, the front desk person had an animated argument with me about the purchase of our annual passes through member services. She was adament that our annual passes had already been activated and were on our magic bands. No need to go to guest services to actuvate them. I knew better than that and had to convince some of my kids that they also had to activate their "Salute" tickets. More arguing with the front desk about that. I was tired and pretty angry because we were all going different ways the next morning so we needed this set up that night. We took a trip over to MK and I was correct. Guest services spent about 30 minutes on our APs because there was a problem activating them. What would have happened if I had listened to te front desk person? That was only the beginning. Bell services didn't bring up all our groceries, so a phone call to them. Oh, no hair dryer in the room, more phone calling. That was only the first night. Each and every day I had to deal with one problem/complaint after another. And, oh yes, my son got sick and had to go to the ER. Strangely enough, he had nothing but nice things to say about that. Said his treatment was first class Daughter made breakfast reservations before the park opened and then found out she had no transportation. We spent 90 minutes trying to get from Mickeys BBQ at FW to the WL, 8:30 to 10:00 pm. Took over an hour to get to the Grand Floridian 9:00 - 10:15. The transportation is WDW is horrible The one daughter who I was really hoping would buy into DVC had a room over the maintenance garage and they kept waking her kids up day and night with their noise. How could things have gone so wrong! I suppose the kids just picked up on the adult attitudes. It was unpleasant. Oh, one more thing, I'm missing photos that should have been on my MB. Worst trip ever! There's many more things, but I feel like this is just an angry rant at this point. Unbelievable.

You should have been able to link your AP's online, takes only a few minutes, Since with only a few exceptions there is no direct transportation from one resort to another you should allow extra time, an hour is cutting it close. WL to GF best to take a boat MK and then either another boat ride or monorail. I believe there is a shuttle from FW to WL not positive since we usually walk, it takes 10 or 15 minutes. The other stuff I guess the bigger the group the more annoying the little things are, but we try not to let them bother us. focus on your days at the park and meals especially with family around.