Bell svc destroyed my sons birthday cake

[SharonZ]

OP, I understand how devastating this must have been for you. However, if you felt that the cake was fragile enough to hold on your lap for your three hour drive, and it had not been refrigerated during that drive, I don't think I would have asked her to refrigerate it at that point. Anyone could have put things on top of it and not realized it. They have a lot of grocery deliveries being held, and in no way does that excuse their behavior, but the manager apologized and offered to get you another cake. To me, Publix would have been sufficient. Can I ask what beyond that they could they have done for you, since they did offer to buy your breakfast. I'm like the previous poster, I would have eaten the cake, had a good laugh, and it would have been a funny memory we would talk about often.

 

[siestakeys04]

Sorry that it happened, did you consider ordering a cake from Disney or going to a restaurant and ordering a cake when you got there? We did this for dd birthday at Whispering Canyon I ordered a chocolate cake and they delivered it to us at the table.

 

[Dug720]

Sorry that it happened, did you consider ordering a cake from Disney or going to a restaurant and ordering a cake when you got there? We did this for dd birthday at Whispering Canyon I ordered a chocolate cake and they delivered it to us at the table.

This. Or if homemade was so important, have it at home before leaving or after returning home.

They make it clear that you leave luggage at your own risk. Not sure why a cake wouldn't be the same.

 

[AngiTN]

Not trying to speak for the OP but I have an suspicion that if the CM had not been rude when taking the cake it may not have been quite so bad when they returned to find the cake damaged.

 

[fla4fun]

Not trying to speak for the OP but I have an suspicion that if the CM had not been rude when taking the cake it may not have been quite so bad when they returned to find the cake damaged.

I agree. There is an implication that the CM deliberately didn't care for the cake in a careful manner. If the first CM had been pleasant with the usual Disney "can do" attitude, and if the CM who retrieved the cake would have been immediately apologetic instead of trying to duck and cover, the OP might still have been upset, but maybe not felt it was so personal. We like to think that bad things happen accidentally, not deliberately.

The cooler idea is also good for cakes. I have done that twice when traveling with a birthday cake for my sister, who has a birthday in July. So long as it can't shift in the cooler or get wet (I wrapped the box in plastic wrap pretty thoroughly) it arrives in good shape. I put the ice packs underneath and to the side, but not on top, and leveled it with some dish towels before setting the cake in.

 

[Dug720]

I also want to point out we are hearing one side of the story. It could be that it went down EXACTLY as the OP stated, but I suspect the truth is somewhere in between her side and the CM's side.

Many times I have seen people say a CM is "rude" when they are in reality just not saying what the guest wants to hear. It's possible that when trying to explain things - the refrigerated case is full, we cannot guarantee the safety of it, etc. - the OP, who seems to have already been a little stressed that the room wasn't ready (my reading of the post and attempt to understand it through the typos) heard the CM as "rude" and "talking down". I would also wonder if there was any language barrier that could contribute to any of the interpretation. And the "counter" at Bell Services is really little more than a ledge - the top of the bottom half of a Dutch door (at least it was the last time I was there), so I seriously doubt "almost knocking it off" was intentional. But at that point the OP had how things were going down in her mind and assigned intent to what in all likelihood was an accidental bump of the cake.

Again, just guesses, but we all know there are multiple sides to any story.

 

[Disney Khaleesi]

It's unfortunate, but it happens. It's just cake, I'm sure it was still edible in some fashion. While she should have maintained a better attitude with you, but then again, a cake is kind of an odd item to expect them to keep and maintain. If you have a car, you could have just gone out and purchased one down there or stored it in your vehicle. The manager offering you breakfast is a nice gesture, but I wouldn't expect them to replace or reimburse you for your cake.

 

[AngiTN]

Worth noting, Bell Services keeping a cake in of itself is not odd. They do it often in regards to cakes bought from Disney bakeries. Now, keeping one brought from home is probably more out of the ordinary but them keeping cakes, not so much.

 

[Nancyg56]

I have to agree with the PP who said, if they accepted the item, they accepted responsibility for it and if they broke it, they need to fix it. I would ask them to replace it with a comparable cake. Bell services accepts all types of items - luggage, strollers, outside grocery deliveries. Holding a cake for you is not outside the norm and, if it were, they should have told you they couldn't hold it for you.

The only question I have is how do we know what condition it was in when she left it? Was it boxed? Disney must assume a caked held for three hours in a car was left in perfect condition, but was it? Unless cake was in a clear tupper bin I would be glad they offered a new one from Publix.

 

[siestakeys04]

Even though I don't have a need to take a cake to Disney but the cooler wow that's a great idea!!

 

[BigredNole]

That was a very difficult read. The way I see it, it was a cake and that is all. At most they should try to replace it and that is it. If you thought the CM was condescending, I would have thought LONG and HARD about leaving it. You already spent 3 hours riding with it on your lap. If it was that important, sitting in the lobby with it on your lap until the room is ready would have been more appropriate.

 

[steg]

I would venture a guess the resort does not have special refrigerators for guest belongings

I've never stayed at CBR but every resort we've stayed at recently we've gotten groceries delivered to the resort that required refrigeration and/or freezing and they arrived up to 6 hours before we've been back at the room for bell services to bring them up to the room. The grocery delivery company we use notes that the resorts will refrigerate or freeze any required items upon receipt from the grocery delivery company until the guest calls bell services to bring the groceries to the room.

Unless there was no space left, the cake and chocolate could have gone into the fridge that stores grocery deliveries.

I'd expect a higher level of customer service at any level of Disney resort than what was received. This would also include replacement from at least a grocery store or wherever the celebration cakes you can order are produced.

 

[4HOLIDAYS]

OP here, just wanted to update. The mgr had the cake tsken to the publix they work closely with the next am and publix made another exactly as it was. It was there by 9am for us. I was very happy and so was my son. That is all I wanted-too be made whole.

The mgr seemed to know exactly who I was referring to at bell services. Also adkef me to write up a statement of what happened. Unsure why but am willing to do it.

Some people commented on the bringing of cake...because we wanted it for the rooom, like the publix cakes, and i know the girls at the bakery by me and they always do a nice job. We have had some by disney that are custom as well.

We have stayed on prop well over 100 visits. This is the first time ever an issue with bell services. We have had flowers kept by them, in the fridge, cake kept by them in the fridge, and even milk,creamer,butter..when going to dvc BCV fir the week.

I have to say the mgr was great, right on it, and callef to follow up. That is the Disney that I have always known and why we keep coming back. We ate still having a great trip, great weather, low to mod crowds, ...

Thanks fir all the feedback!

 

[siestakeys04]

I am happy that everything got fixed. Although we Love Disney and the thought that nothing ever goes wrong at Disney we get snapped back into reality with human nature. I really do hate that he was rude but I am truly happy that you got what you needed.

 

[Beer Me]

The least they could have done is offer you a new keyboard.