Boma issue

[goofy4tink]

We ate at Boma on Sat night. The group consisted of my DS, his wife, my dd, and myself. I've had dinner there many times, and it's a favorite my ds's.....they drive over from Tampa to eat there.
We were seated quickly. Our server took our drink order, asking if we were on a dining plan. No, just TiW. I will make sure not to let servers know that before my check comes going forward.
We got our meals and sat down. We were at a smallish table, so decided to wait a bit to get seconds....until our used plates were cleared. Well, those used plates sat in front of us for 15 mins! Ok. We went and got desserts. The server noticed we had desserts and said she would get fresh utensils. Great. Too bad we were finished by the time she returned.
But, what really bothered me was that I sat there, at that table, as my group left, going to the restrooms. I told them I would meet them after getting the check! After 15+ mins, they returned, asking what the issue was. No server to be seen! Our server finally scurried over, after I had been sitting there, for 20 mins!!
It took another 10 mins for her to return, with the check. I refused to let her go until I had paid it!
Upon leaving, I did ask to speak to a manager. I've only done this twice, in over 40+ stays at WDW.
I explained what had happened, he apologized. I told him that I would hate for someone that had never been to Boma, get our server and think that was the status quo there....and leave hating it. He apologized, again, asking what would make me happy. I told him to fix the issue. Now... I also added that I certainly didn't think the server deserved that automatic 18% gratuity. He had the check in his hand. He saw what I had spent. I refuse to ask for a credit or compensation, but I certainly expected him to offer to cut that gratuity in half, at least. No offer was made, no credit was given.
So, long story short....would it be reasonable for me to reach out to Disney, via guest communications? I feel as if I was merely tolerated by the manager, and doubt anything was ever said to the server. It has left a very bad taste in my mouth....not to mention how my DS and his wife felt. I'm not sure they'll be returning. I'm not sure I will be either. Any thoughts or suggestions?

 

[xlsm]

Well, you have more patience than I do. If our server hadn't come around with the check, I'd have gotten up and found someone to take care of it when I was ready to leave. I'm also not terribly shy about flagging down a server, even if it's not mine, if I need something. I find that seems to work pretty well, and usually aids in avoiding situations like the one you've described.



I don't tend to get super worked up about things like this, but if I was at your table and dealing with it firsthand, I might feel the same way you do. I probably wouldn't let it keep me from visiting the restaurant again, especially if it's one I enjoy, and this was my only bad experience there.


I'm sorry you had a bad experience! If you feel this strongly about it, go ahead and contact guest services. If it makes you feel better, it'll be worth it, right?

 

[kaybird]

Just playing devil's advocate, the manager did ask you what would make you happy, and you had the chance to name a figure. Don't think he can take away the tip, but could have given you credit for a meal, which if you had asked for, might have been granted.

 

[Tiaramisu]

Never present TiW at the start of the meal, for this reason. That said, I think I would've been "over it" by now if it happened on Saturday, and I would not pursue it any further.

 

[L&Lfan]

We've always had great service at Boma; that's why it's a must do for us every visit, but what you described would have pissed me off!


But let me get this straight, you all only went through the buffet line ONCE???? Man, you must be light eaters!

 

[MakiraMarlena]

I wouldn't go back there either.

I haven't been there in a long time. Don't even remember the last time I went. It's just that I don't find the buffets worth the cost anymore though.

 

[Jadyreen1282]

I'd go back but they need cut off a bigger hunk at the beef table. Going back and forth was exhausting.

 

[LilyWDW]

Why didn't you mention that you would like the automatic gratuity removed when the manager asked what he could do? That would have been the first thing I would have requested.

Honestly, I would let it go at this point. You spoke to a manager. Maybe I would have had to be there, but I don't really see how he "barely tolerated" you based off of what you have said here. He apologized and asked what he could do to make things better. You had the chance to say something then, the ball was in your court, but you decided not to do so. Live and learn.

 

[strat68]

Let it go. It's too trivial to fret about. You should have handled it there.

Edit: Also, I would have never just sat there waiting. I would have either flagged another wait person or gone to the host stand.

 

[MakiraMarlena]

I have to agree that "I'd like the tip credited" would have been a better approach than "I don't think she deserves that tip," which left it open for the manager to do nothing.

 

[Meriweather]

Sorry for your bad experience.
We were also there Sat. for dinner and ours went well. Also TiW user.

My issue this trip and first time I asked to speak to a manager was at Hollywood Brown Derby......it didn't go well. Have eaten there many times.

 

[goofy4tink]

Just playing devil's advocate, the manager did ask you what would make you happy, and you had the chance to name a figure. Don't think he can take away the tip, but could have given you credit for a meal, which if you had asked for, might have been granted.

They can. It's been done before. And yes, he did ask me. To be honest, the only other time I had this exact same issue was at Crystal Palace...the manager told me he was deleting the tip...I was not asked what I wanted.

We've always had great service at Boma; that's why it's a must do for us every visit, but what you described would have pissed me off!


But let me get this straight, you all only went through the buffet line ONCE???? Man, you must be light eaters!

You know how they say to eat slowly, do your stomach has a chance to feel full? I think that's what happened.

My issue is basically with the manager at this point. I don't think I should be expected to give an amount that would make me happy. And I think that was exactly the result he was looking for. I feel he was counting on the guest being 'polite'.
Lesson learned. That was actually the last time I'll be using a TiW card, I won't be buying another one. Not with the crazy increase in cost. I was unlucky in getting a clueless, bad server.
And yes....they do need to make the beef serving larger! That was nuts...a strip of beef that was about 5" long and 1" wide!!

 

[sleepydog25]

At this point, if you feel it's worth attempting to contact guest services, certainly it's your call (pun intended). If you really want to make a point, your best bet is to find the manager's number or email and contact him directly. I wouldn't be surprised if he asked why you didn't mention another option at the time you talked to him. On the other hand, a superior manager wouldn't have left it up to you to come up with an appropriate compensation, instead he/she would have taken the initiative on the spot. It can be an uncomfortable experience when someone is essentially asking at which price you can be satisfied. It's up to you to now decide how far you wish to take this issue. Best of luck whatever you decide.

 

[AngiTN]

I never let a service issue prevent me from returning to eat a meal I like. If I like the food and the food is good, I go back.

Now, that aside, DH and I have had a bad run of bad servers lately. And that's NOT at Disney. That's at home. We commented on it after a bad experience on Friday night. It's mostly just very slow service, feeling ignored. Maybe it's just an issue service industry wide lately? Less staff, overworked staff? No idea.

But I would do nothing more than report the server to the manager and express to them that I hope they can help her better use her time. Or get her help.

And as said above, I will flag down anyone I see to help me if I can't find my server.

 

[sndral]

Sorry you had a bad experience. I've had slow service at Boma when it's crowded, but I just flag whatever waiter is passing to deal w/ the issue.
The next thing if flagging a passing waiter doesn't work is to find the manager when it becomes obvious that the server is overwhelmed/having a bad day/whatever. If the manager is alerted early he can intervene and do something about it. At a minimum you might learn they are short staffed for whatever reason or your waiter is in training or some other cause of the problems. An apology with explanation can go a long way to turning a bad experience into a more pleasant one, IME.
Waiting until you're done doesn't enhance your experience or alert the manager to problems until it's too late.
The other thing is that after the manager listened to your complaints he asked what would make you happy - what else can he say? You told him to fix the problem and that you didn't think the server deserved 18%, almost as if you expected him to read your mind and do what was done years ago by another manager at another restaurant.
I'm not sure about Florida or WDW restaurants but in lots of restaurants the tip doesn't just go to the server, they have to split it with all sorts of people (bus buys, seaters, etc.) and in some states they are taxed on a set amount whether they actually get that much in tips or not. For all we know union negotiations or the Disney computer system may have removed the option of deleting an automatic gratuity from the manager's hands.
I'm curious, since the bill had already been paid, in order to delete the 18% would the first transaction have to have been voided and then another transaction run through?

 

[goofy4tink]

This has been quite eye opening for me. Did I expect the manager to 'read my mind'? No. I also didn't expect him to leave it up to me. He's the manager....make the call. Geez Louise. Thus isn't a tough concept.
Yes, I could have flagged another server down. I've done it before. But, thus time I decided to wait it out....stubborn cuss that I am. I wanted to see how long it would take.
And there was no way I was getting up, leaving my table, to go complain to a manager.
The funny thing is that everyone here, on these boards, tell you that you have to deal with the issue then, in person, not after you're home. I did deal with it, right then. Now, I'm getting that j should have dealt with it during the meal? How could I possibly have dealt with the lengthy wait for my check, when I hadn't asked for it. I can deal with the slow plate removal. But add the wait for my check? Yes. I'm going to be annoyed.
I'm a firm believer in 'anyone can do the right thing when things are going great, but how someone reacts when something goes wrong goes a long way in showing what kind of business it is. How an error is rectified says a lot. I don't think this particular manager rectified the error.

What would have happened if I said j wanted my meal comped? Doubt that would have been acceptable.
And the whole 'tips may be shared' argument? What would the difference be if I had no TiW card, and I decided what the tip would be? It sure wouldn't have been 18% that's for sure. That $30 tip would have gone down to $10! I doubt I would have been chased after as I left the table. This server received $30 to bring two rounds of soda, remove 4 plates and drop off unneeded silverware. And make the customer wait for the check.
Guess I expected more from a Disney restaurant. Silly me.

 

[MakiraMarlena]

Bad service happens at Disney restaurants. Just read the boards.

If you think that your server slacked off because she knew you had a TIW and the tip was included, it would have been worth saying so to the manager and asking specifically for the tip to be docked. Once they leave it up to you...which I agree they shouldn't but once they do...then definitely say what it is you think should happen. You say you didn't want compensation but you did expect him to return the tip.

If you want to report to Guest Relations, I'd definitely mention that you feel your server slacked off because of the TIW.

 

[goofy4tink]

Oh, don't get me wrong. I know bad service happens everywhere. My issue is with the manager's idea of resolution. My mistake was in not telling him I wanted the gratuity lessened. I just assumed he would offer that. I don't think of that as 'compensation'. But since we all know what happens when we assume, I guess I'll just let it go.

 

[disnut8]

They can. It's been done before. And yes, he did ask me. To be honest, the only other time I had this exact same issue was at Crystal Palace...the manager told me he was deleting the tip...I was not asked what I wanted.

My issue is basically with the manager at this point. I don't think I should be expected to give an amount that would make me happy. And I think that was exactly the result he was looking for. I feel he was counting on the guest being 'polite'.

Quite honestly, in a lot of cases with Customer Service people, including this manager, is for the Customer Service person to ask the customer what the customer would like to be done. That way, the Customer Service person can first get a handle on what the customer is looking for. Not saying you would, but others could have been totally irate and demanded things from free admittance to the parks and then the Customer Service person would know the type of individual they are dealing with. The manager did not serve you, was not a witness to what happened, had no idea of the server's take on things. He was asking only you what could make it better - since the meal was at an end, the only thing you could have suggested was what you wanted but you didn't. I feel the manager was trying to find out your "limits" and you didn't express any but now you are saying no one in your family will go back. Why wasn't that communicated to the manager when you were talking to him? In a nice way, of course.

I just feel you had the opportunity to suggest what would have made you walk out of there a bit happier and to communicate to the person that the service you received was so bad that frequent visitors might not return. I'm not sure that happened.

 

[LinderInWonderland]

I am of the opinion that tipping should be abolished in the US, precisely because a. the restaurant should be paying the full cost of their employees and b. because of people who use tipping as a weapon. The fact that 18% automatic gratuity is added tells me that, in general, people were tipping on the discounted amount (or not at all), which is not fair to good servers. Edit to add: and let me be clear, I do think that Disney is culpable in allowing a guest to punish a server by withholding income instead of being more attentive to employee training.

You had bad service. You feel it was because of a guaranteed 18% tip, but since that is a pretty standard tip amount, I don't necessarily agree. I think she was just a bad server. If tipping weren't involved, how would you have addressed it? I am just curious.