DDP gone BAD

[dnzykay]

We have just returned from a 10 day Disney trip with two families and was horrified at the new DDP. This year we spent more on the DDP and we knew about changes Disney had made to the plan. We had no problems paying gratuity out of our pocket and the 18% seemed reasonable. Our 1st TS was at 50's Prime Time, where the castmembers always make you feel "right at home". The castmember sat us down and left us...she ventured back about 10 minutes later and asked about our drinks and which DDP we were on? We were the third family in there. She arrived with the drinks and walked away AGAIN. The only other time we seen her was when the food was delivered and we had to ask for refills. We waited for her to return with the Dessert Viewfinder, she never came. My DGS found one sitting on a table that had not been cleared from it's previous eaters. We had to ask for our ticket, once we received our ticket the castmember stated that we needed to pay the gratuity out of pocket, and the amount was on the ticket. I looked and almost wanted to faint, she wanted me to pay her $26.00 for her service of which we did not receive. My daughter was to pay her another $23.00 from her ticket. The castmember was adament that we pay her. Once she returned with the booklet I place a small amount in the Ticket Booklet and began to leave when she approached me and placed her hand on my arm and said she needed rest of her money. I was appalled and wanted to tell her about the service we had just received, but being a grandma and the onlookers were my grandsons I chose the door instead. She began to follow us to the door saying she could make change if we needed it. I was furious and embarressed, I felt quilty, but I could not see paying almost $50.00 for service we did not receive. I left and did not look back. The next day we went to LTT and was treated the same way, again we were saddened, again we gave what we felt was the amount he worked for. Except this time we had a message on our room phone stating that the manager from LTT wanted the rest of the payment or we would be charged for it on our credit cards at the end our stay. Horrified, we went to the front desk and asked what we needed to do, the castmember shrugged her shoulders at us and said yes they will call for the rest of the payment. We asked for the Resort supervisior and stated the facts again to him. He said that because we were a family over 6 we would have to pay the 18% gratuity, or we could change our reservations to be two families of 4 and the gratuity wouldn't be on the ticket. That was not the case we came as a family of 8 and we had made reservations as 8 and we didn't have a problem with the 18% gratuity, we had a problem with the service that was rendered. He said he would call the LTT manager for us and let us explain the circumstances. When all the hoopla was over we said we would never again use the DDP. Our best times were towards the end when we went to CP, HV and to WF, and yes we paid them exactly what was on the ticket, plus a little more. At one time the DDP was a great idea, however, the service it used to promote is no longer there. I would eat a $7.00 hotdog everyday at Casey's before I'd purchase the DDP again. After 12 trips this was the worst we have ever had to endure. The magic was not there and other families I overheard was stating the same. Disney needs to revamp their castmembers and pay them more to ensure the quality that Disney wants to promote.

 

[mom2my3kids]

You know what, these servers need to step up and take care of their customers. I am a server here at home, and no way would I treat a customer like that and expect to be tipped. Most servers work hard for their tips, I am assuming you were a party of 6+ and the tip was added to the bill. So they assumed you did not pay your bill because you left less then what the bill said. I would of gotten a manager and explained everything, no way would I be allowed to serve tables at Ihop if I did not do my job and expected a tip. I would of been so embarassed what a shame, the thing is even if you are not on the dining plan partys of 6+ will have 18% added. I have no problem with good service paying 18%, we are not on the dining plan this year and only have 3 table service meals planned.

 

[paulh]

reason why we wont do ddp until tip reintoduced,were a party of 10 when we go and when get bad service and have to pay tip its anoying
Paulh

 

[imthatgirl]

this is exactly what im scared of. we are also a family of 8. i ahve wondered hwo they get the servers to perform, if they already know what their tip will be.
but i will immediatly get a manager if i feel i am not being served, i am a server myself and have very high standards .
unfortunately i dont know that the manager will do anything either, being that the meal is covered, so he cant comp anything, and he cant withhold money from his staff. so in the end we all just may end up with the same experience, and nothing we can do about it.
very sad!

 

[divawife]

Oh boy this is going to start an "interesting" discussion.

I understand the many restaurants have the 18% tip policy for parties over a certain number. Apparently Disney's is 8.

But IMHO a tip is a tip for services not a part of the price. If the services did not warrent 18% I would have spoken to the manager at that time. Grandma or not-send the rest of the party outside and speak with the manager calmly and don't embellish.

However, the CMs behavior of following you out insisting on payment is truly unprofessional.

I don't recall but after you spoke to the LTT manager what happened?

BTW you can contest the charge on your credit card and if you write your story to the credit card company you may not have to pay it.

 

[Superspectral]

I'm sorry you had substandard service at 50's primetime and LTT.

I was at LTT on the DxDDP in Feb, and out of the 10 or so different TS restaurants we attended, LTT was by far the slowest and most understaffed.

Any party 6 or greater has an automatic 18% service charge added to their checks, regardless of how split or whether or not all ordered. This is true on whether paying by DDP or OOP. So, unfortuately, the same situation would have happened OOP.

I would suggest always trying to talk to the manager closest to the problem. At least in the past, I think Disney restaurant managers have had some leeway in resolving the issues of unsatisfied customers.

 

[Rylee]

I believe the 18% will be added to all dining parties of 6 or more, regardless of whether you are using the Dining Plan or not. If I'm correct, how is this a DP problem?

Since we are usually a party of 7, (five kids plus Dhubby and me) I hope this won't be a common attitude and approach of the waitstaff, when serving parties of 6 or more.

 

[wdwmaw]

We have not done the DDP this year but will be in Sept. We did do DDP last Oct. and then in Dec. we did not do the dinning plan. Boy the difference in service was amazing. At sci-fi on the dinning plan we received no refills and our basket of onion rings had 3 (no kidding). The couple next to us were not on dining plan and there basket was more than the 2 could eat. In Dec. we went back, this is one of our fav. and we did have the DDE card but our basket of onion rings looked like they are suppose to and service was wonderful. Kids got liscense and everything. We left him with a big tip. Now we did meet up with friends for dinner at Cape May in Dec. and used DDE card (big party tip included) and service was awful, I mean awful. A couple days later, Christmas dinner, when DDE was not valid we received the best, I mean over the top service and we gave her20% and a $20 bill in a christmas card to go with that. I can understand auto tip for large parties, it should be more work. I do expect the more work though and I should as a patron have the option to withhold that %. The Disney brand values and promotes itself on the CM's they employ and the quality of service they have to offer. They promote this as a selling tool and reason why so many families return, quality satisfaction.

Just my experience and my opinion !!

 

[msmayor]

The addition of a stated percentage tip is standard in the restaurant industry as a whole with larger parties, and because you know about this up front you should always be prepared to pay exactly that amount at the end of the meal.

If you truly believe the service does not warrant the set percentage that you are, in effect, 'required' to pay then I suggest speaking directly with the manager on duty at the time the service is being rendered (or not being rendered, as would be the case when you're not happy).

The manager cannot possibly know that there is a problem unless you speak up DURING the problem. The next day or two after doesn't help and actually makes it look more like you were skipping out on the full tip than unhappy with the service.

I feel for those who don't think the service is up to par, but you have to speak up. The time to resolve the issue is when you're waiting for that refill of your drink after 20 minutes, or not being attended to as you expect.

 

[Lollipop's Mom]

I had similar things happen in January.
Next year there will be 3 DDP plans..
DDP Lite - 2 CS, 2 snacks and a refill mug for $26/day
DDP - the same way it was before 2008 for about $50/day
DDxP - Same as it is now for about $87/day.

I think Disney realized this just didn't work.

 

[tnmomof4]

I never thought about this either. We will be a party of 9, so I know the 18% tip will be automatic, but what are you supposed to do if the service is bad?

I guess the only thing to do is speak to a manager during the meal or before you pay the bill.

 

[Lollipop's Mom]

When I had bad service, I wrote 'cash' on the slip, then they processed my DDP and I walked out.

 

[msmayor]

I never thought about this either. We will be a party of 9, so I know the 18% tip will be automatic, but what are you supposed to do if the service is bad?

I guess the only thing to do is speak to a manager during the meal or before you pay the bill.

Exactly.

If you ordered a meal and when it came it wasn't right, you'd speak up.

When food we have ordered tastes awful, we speak up...and ask that it be removed from the bill. Or be cooked again to our satisfaction.

It should be no different when the service isn't right.

 

[grimley1968]

The addition of a stated percentage tip is standard in the restaurant industry as a whole with larger parties, and because you know about this up front you should always be prepared to pay exactly that amount at the end of the meal.

If you truly believe the service does not warrant the set percentage that you are, in effect, 'required' to pay then I suggest speaking directly with the manager on duty at the time the service is being rendered (or not being rendered, as would be the case when you're not happy).

The manager cannot possibly know that there is a problem unless you speak up DURING the problem. The next day or two after doesn't help and actually makes it look more like you were skipping out on the full tip than unhappy with the service.

I feel for those who don't think the service is up to par, but you have to speak up. The time to resolve the issue is when you're waiting for that refill of your drink after 20 minutes, or not being attended to as you expect.

I totally agree with this.

The lack of included tip, though, is just one of a few reasons we will not be doing the DDP next trip. The other reason is the rigidity of schedule required to maximize the value of the DDP. We'd prefer just to eat what we can, when we can, even if it's just counter service stuff, and move along. Those table service meals can really take a long time, even if the service is top notch.

I've usually found the service at LTT to be quite good, DDP or not. 50's Prime Time is hit or miss for us. There is no excuse for the lack of service during those meals, nor for the managers following you out the door demanding payment for service not rendered. But you really would have been better off dealing with the situation then and not with disinterested 3rd parties (the resort) later. I think the tips might have been waived if the situation had been explained to the managers on the spot.

 

[mstew99]

Exactly.

If you ordered a meal and when it came it wasn't right, you'd speak up.

When food we have ordered tastes awful, we speak up...and ask that it be removed from the bill. Or be cooked again to our satisfaction.

It should be no different when the service isn't right.

Exactly, if you go to a restaurant and your food wasn't very good, would you just give the server half of the money toward the bill and try walking out? No, you'd speak to someone and tell them something was wrong with the food and have the situation solved. Same goes for the tipping... if you have 6 or more, that tip is part of the bill. If something was wrong with the service, then you needed to speak to the appropriate person to get it taken care of. They will not make you pay the full tip if you feel your server did not earn it.

A side note too... The 18% is included on parties of 6, regardless if you're paying yourself or if you're on the dining plan. So the problems here were with the servers you encountered, not the plan itself!

 

[vellamint]

So if we receive bad service on the Dining Plan and I call a manager over when the bill comes.....he can adjust the tip?

I have no problem with overtipping for good service but if I was seated next to someone who ordered the same meal as I ordered and they receive MORE FOOD because they are paying cash - I WILL have a problem.

 

[imthatgirl]

So if we receive bad service on the Dining Plan and I call a manager over when the bill comes.....he can adjust the tip?

I have no problem with overtipping for good service but if I was seated next to someone who ordered the same meal as I ordered and they receive MORE FOOD because they are paying cash - I WILL have a problem.

i would love to hear from anyone who said theyve done this and had the tip adjusted.
i dont think they can withhold money from the waitstaff. im fairly certain they are unionized there, and im sure the union would not allow it.
so what can they do if you complain? who knows. i guess they could credit back 1 TS credit, but i wouldnt want that.
my guess is they would appologize and pretend they did something, but like i said, what?

 

[kaytieeldr]

but i will immediatly get a manager if i feel i am not being served,

the services did not warrent 18% I would have spoken to the manager at that time

I would suggest always trying to talk to the manager closest to the problem

If you truly believe the service does not warrant the set percentage that you are, in effect, 'required' to pay then I suggest speaking directly with the manager on duty <snip> The manager cannot possibly know that there is a problem unless you speak up DURING the problem.

I guess the only thing to do is speak to a manager during the meal or before you pay the bill.

If something was wrong with the service, then you needed to speak to the appropriate person to get it taken care of.

Anybody seeing a pattern here? Five different DISers who are not me have made the same recommendation: If you have an issue with your restaurant service/server, it is BEST handled by bringing it to the attention of a manager WHILE the problem is occurring.

Don't wait until you're done eating, the table's all cleared off, and the check shows up. Get a manager WHILE you're having trouble with your service, and the PROBLEM can be corrected.

 

[kaytieeldr]

At sci-fi on the dinning plan we received no refills and our basket of onion rings had 3

To the best of my knowledge, servers do NOT apportion the food - that's the prep cook - and so cannot be held responsible for a skimpy order.

I have no problem with overtipping for good service but if I was seated next to someone who ordered the same meal as I ordered and they receive MORE FOOD because they are paying cash - I WILL have a problem.

Again, at least for the most part, plating is NOT the realm or responsibility of the server; therefore the server should not be penalized for real or perceived lesser amounts of food received

 

[irunnoft]

We used the old DDP where gratuities were included for the first time last summer and we had great service except for one dining experience. I was initially worried about the service we would receive since the tip was already included, but our first server put those fears to rest.

For the most part, I think a crummy server will be just that regardless of whether you're on the dining plan or not. In short, I don't think that people who had a bad experience received it intentionally because they were on the DDP. Similarly, I don't think the other people happened to get more food or better service because they were paying cash or credit. I saw our one lousy server give similarly poor service to a table who wasn't on the DDP.

I will say this, on our last ten day trip, not having tips included in the DDP cost us $200 OOP. We paid virtually the same price for the DDP this summer as last summer, but we got a whole lot less bang for the buck and it took a chunk out of the spending money to boot!