Decline in levels of service and cleanliness

[DancingBear]

We have been going to WDW since 2002 and yes the service has gone down a little and some areas of the park need some tlc but its our choice to go there for our vacations.

So you've seen a decline even over your 5 years of experience and yet you conclude that the folks here are just "people that complain too much about everything"?

 

[ploeb]

I understand that people save for years and expect everything on their vacation to be perfect...but, that's not always how it is. I'm sure you can bring up posts from people about torn sheets and dirty rooms and bad experiences...and I can go find posts on clean rooms and new towels and great experiences.

Heck...when I pay $20,000+ for a new car, I expect it to be in perfect condition. If something goes wrong with it, I bring it back and get it fixed. Same thing with a vacation.

We are not Disney veterans dating back many years like some of you. We've been to Disney 5 times in the past 3 years and I've never had torn towels or a dirty room or any of that. I've stayed at other hotels before in other cities and have experienced this. If I would experience this at Disney, I would do the same thing I did at the other hotels....complain in a reasonable manner until it is fixed. I wouldn't rant and rave and want upgrades....just fix my problem and let me get on with my vacation.


Speed

Hmmmm...Im not sure that your getting this discussion You mentioned that you would not rant and rave, or want upgrades. Nobody said that, that I read anyway And, as you mentioned you have only been 5 times during the past 3 years. Was this all on the same trip? Look everyone has the right on this website to give there opinion, and I respect yours and am happy that thus far you have not experienced anything negative, but again, as you stated much of the discussion has been from Disney Vets, who know that this type of service is not the norm, and simply want to have Disney make it right. Not all trips have been bad for everyone posting, but this thread is called "decline in service"

 

[amw]

Look everyone has the right on this website to give there opinion, and I respect yours and am happy that thus far you have not experienced anything negative, but again, as you stated much of the discussion has been from Disney Vets, who know that this type of service is not the norm, and simply want to have Disney make it right.

Then I'm not getting this thread.... If it's not a thread to rant and rave, and is instead where you "simply want to have Disney make it right," how is that being achieved? Many have suggested complaining -- in person at the time of problem, after the trip by e-mail, by survey -- and everytime someone suggested a proactive approach, they were slammed down.

I think this thread is being kept alive as an outlet for people's negativity -- it certainly is not encouraging Disney to "make it right" by its simple existence.

 

[G8RFAN]

If you go to the parks and buy the tickets there, do they charge you more?

Yeah, I really don't understand this. There isn't a time I can remember that you couldn't buy passes at the gate because they sold out or are at capacity. You can buy them with a credit card, so let them (credit card company) do the conversion rate right there as I did when I went to London earlier this year with all my lodging and purchases. I've never seen any indication that the passes cost any more for non-U.S. residents.

 

[ploeb]

Then I'm not getting this thread.... If it's not a thread to rant and rave, and is instead where you "simply want to have Disney make it right," how is that being achieved? Many have suggested complaining -- in person at the time of problem, after the trip by e-mail, by survey -- and everytime someone suggested a proactive approach, they were slammed down.

I think this thread is being kept alive as an outlet for people's negativity -- it certainly is not encouraging Disney to "make it right" by its simple existence.

Again...., not sure what you mean about being "slammed down", by whom? What I thought you were suggesting is that people are ranting and ravening at the hotel 'Let me get on with my vacation". Is what you said, so I asumed you were talking about being at the hotel. Thats how it sounded to me, I always fill out the room comments slip that are left in the desk, at the hotel, and always participate in the, in the mailer sent to my home. So yes, you were right in quoting me saying, I want them to make it right, clearly once I am gone I am gone. I don't think that any of the comments made,including yours, are made by people "who just want to complain", sorry if you read it that way. And I am sure that know one would believe that this tread or any other for that matter would help by simple existence .

 

[Another Voice]

If it's not a thread to rant and rave, and is instead where you "simply want to have Disney make it right," how is that being achieved?

By letting Disney know that that we've noticed what they're doing.

By letting others know it's not just them, that it's not just an "off" experience.

By letting everyone know that "I'm sorry" is not an excuse for not even living up to the basic levels of service expected by any hotel.

By having people stand up and say "this is not acceptable for the amount of money you are asking" and hoping that Disney listens to their customers before they loose them for life.

If we didn't care, it we didn't want the situation corrected, we could just all walk away and let Disney suffer. But we know what the company can do when it wants to - and that's what we want for our money.

It's hard to speak to a corporation, we'd rather explain it to them rather then have them wonder where all their guests disappeared to.

 

[gina2000]

And...yes, the food is somewhat expensive....depending on what you eat and depending on what you compare it to. Compare it to Six Flags or any other theme park....compare it to what you pay for popcorn and candy at a movie theater....what's the difference?


Speed

This argument always makes me insane. Six Flags, sports arenas, and movie theaters all capitalize on one day visits. A visitor may not go back to a sporting event or to a Six Flags more than one day per year. The venues capture the most profit they can from that one visit. The food stinks and the value stinks. Also, lest you forget, Six Flags and sports arenas have seasonal hours of operation as compared to WDW.

WDW vacations usually encompass multiple day visits. Many visitors eat out every meal, every day at WDW. While the DDP tries to address that situation, it has cannibalized the restaurant menus by dumbing down ingredients and artificially boosting prices. Guests not on the DDP are getting their eyes ripped out trying to eat decently for a multiple day visit. The sad part about it is that it's not necessary. Many WDW restaurant offerings are no better than chain restaurant food. Yet, compare the prices. The mark-up is astronomical. Sure, location is key. Captive audience is key. But offering patrons value is also key. Right now, WDW restaurants offer no value to patrons paying out of pocket. And I'd argue the same about the 2008 DDP.

You can compare WDW restaurants to a myriad of other vacations and they don't come out tasting like roses, at least, not from my perspective.

 

[mjstaceyuofm]

...We have been going to WDW since 2002 and yes the service has gone down a little and some areas of the park need some tlc but its our choice to go there for our vacations.

And if you are going to complain, please make sure that you are nice about it, otherwise you will not get what you want and the staff will talk about you later.

You've noticed it since 2002. I've been going since the 70's and trust me I've noticed it too.... Magnify the decline you've seen over the last 5 years by four (4) to account for the last 20 years. Yes, things got bigger from 1987 on, but not better. Read AV's posts and think about what he is saying. Disney has had you pay more for less. Things like being in the MK at midnight on a warm fall eve are now reserved for those that pay an extra $45 for a "special event". Having clean bathrooms are something you find at the Hilton and the Orlando International Airport - certainly not WDW anymore....

Yes, I'm one of those persons that goes back year after year (or every other year) and won't speak with my wallet because even in it's decline (and it IS declining) WDW is special to me. Despite all that and the WDW colored glasses I wear - I see and understand what AV is saying.

 

[minnie61650]

I did a little research about the Fort Wilderness Trains after I read Another Voice's post on this thread. He sparked my interest and I wanted to find out what happened to the Fort Wilderness Trains. I am happy to report that the Carolwood Pacific Historical Society has rescued the trains. If you go to the website I posted below they even have a photo of one the rescued trains.

---------------------------------------------------------------
From this website:
http://home.hiwaay.net/~jlspence/faq_fw.htm

Was there ever a train running inside Fort Wilderness?
Yes, old time steam trains began running in Fort Wilderness back in 1973. The steam trains served as transportation for guests around the campground up until 1977, when they were decommissioned. Two of the cars were repainted and made into ticket booths at Pleasure Island. The trains sat around for years rusting in the Florida humidity but I'm happy to report they have been rescued by the Carolwood Pacific Historical Society. For more information about the CPHS, Walt Disney's railroad interests or possibly how to become a restoration crew member, visit CPHS's wonderful website. .......
---------------------------------------------------------------------
Just a little info I found interesting and wanted to share.

Have fun planning your next trip to Disney!

 

[Fitswimmer]

I've been going to WDW since the 70's too, and I agree that service was better then, but I also agree with the OP that it's not just Disney. Whether it's a general decline in civility or what, I've seen guests do things in recent trips to Disney that I would NEVER have seen back in the day. We went on the Keys to the Kingdom tour on our last trip in May and got into MK before rope drop. Main Street was PRISTINE. Shiny, glorious, just like I remembered from my first trip. The door knobs and railings were glowing in the sun, the street was still damp from steam cleaning. Well, rope dropped and by the time we headed up Main Street on the tour 20 minutes later there were napkins, park maps, pastry remnants and all manner of litter all over-sometimes within INCHES of the garbage can. When we came to MK back in the 70's, most guests didn't just drop their stuff on the ground as they walked on-they dropped in the strategically located trash bins! It was RARE to see someone just drop a napkin or leave all their stuff on a table after eating. I saw a woman literally drop a dirty diaper on the floor in a rest room, again INCHES from the trash. I called after her "excuse me, you dropped something!" and her response was "that's why they hire cleaning people!". If I was the CM who cleaned that rest room and heard that-I'd get pretty annoyed.

So, I'm in the middle on this one. Disney's standards have slipped, I agree-but so has guest behavior.

 

[G8RFAN]

The Florida Turnpike hires full time bathroom attendants at their service plazas. Maybe WDW needs to do the same? Yes, I think standards have slipped. I think there are a number of factors, but ultimately, it has and there hasn't been the economic impact to make changes. My favorite saying is that people are motivated either by inspiration or desperation. It also applies to corporations. Many folks here are upset that Disney has lost its inspiration. My family has continued to vacation there, as it still is much better for us than other vacation and mini-vacation options. Yes, America has changed. We all know that. The 4th of July block parties I grew up with are long gone, we don't know all of our neighbors anymore, and people don't need screened doors, as people don't keep their front doors open anymore. Maybe it is more of a reason we latch on to those Disney standards in the past.

 

[Another Voice]

It was RARE to see someone just drop a napkin or leave all their stuff on a table after eating.

Perhaps times have really changed, but how does that excuse Disney? Why should their standards drop just because a few guests are scum? I can tell you that plenty of people did unspeakably dirty things in the 1970's and 1980's and Disney was perfectly able to cope with the situation. Now, suddenly when they're charging vastly more money than the reate of inflation would have allowed - they can't afford the basics anymore?

Besides - for normal guests, it really care who's to blame. They just see a dirty park. When Disneyland went through it's horrible years and the place was little better than a backwoods county fair - no one said "it's our fault, we've grown up as pigs".

People stopped going to Disneyland.

It wasn't until someone a the park rediscovered the magic of a paint brush that got people to come back again. That's what you're seeing on this board. Disney is no longer offering an experience people want to buy, and so they are going elsewhere. So people are moving offsite, some people are visiting less frequently, the vast majority of people are silently walking away.

Hotel discounts and free food are not the offerings of a healthy business.

 

[Peter Pirate 2]

But will this scenerio work at WDW Mr. Voice? DL is predominately local and their recreation choices in CA are wide so DL was able to (finally) see the issue and, DCA notwithtanding, make some good decisions but WDW doesn't give a hoot about locals and the Disney apologists are growing as the acceptance of Walmart / McDonalds America grows. I don't see a happy ending here.

 

[Fitswimmer]

Perhaps times have really changed, but how does that excuse Disney? Why should their standards drop just because a few guests are scum? I can tell you that plenty of people did unspeakably dirty things in the 1970's and 1980's and Disney was perfectly able to cope with the situation. Now, suddenly when they're charging vastly more money than the reate of inflation would have allowed - they can't afford the basics anymore?

I realize that you are angry at Disney's drop in standards, but I never said that I was excusing them. All I did was offer the suggestion that it is not ONLY Disney's fault.

I still believe that while there were always slobs-there are more of them now. And they don't only go to WDW, they're at the food court at the mall, they're in the office I work in and they're in the complex I live in.

 

[Another Voice]

WDW doesn't give a hoot about locals and the Disney apologists are growing as the acceptance of Walmart / McDonalds America grows.

But the "magical fans" are only a tiny fraction of the people that go to WDW. Disney knows this - they're in the mass entertainment business and they have to please millions. It was the same at Disneyland - the magic gang was screaming at the top of their lungs about how magical everything was, they were screaching about how DCA was a magical place and how anyone that didn't agree with them was just a cold hearted puppy-killer.

But normal people stayed away by the millions. Disney finally got the message that if they wanted to stay in business they had to attract regular people - not the adults showing up in princess dresses.

But you're right, this my not be a happy ending. A normal, well run business would take a look and figure out they have to change things. But Disney's management doesn't care about the parks - they're a cash machine that's around to offset looses at broadcast networks, bloated movies and expensive dables in technology. Scamming more money off people already throwing it them is easier than attracting new business. This is the same company that let Animation die a grizzly death rather than fix it, that gave away the Stores rather than deal with the challenges.

Disney could just as easily walk away from the parks.

I still believe that while there were always slobs-there are more of them now.

You're right, but it's also Disney's responsibility to keep up their customers. Sure, Disney might have to work a little harder, but we're also paying so much more now than we did in Ye Olden Tymes that they can certainly aford to.

 

[Mouseaholic!!!]

Hi All -

I have the solution for those of us who are willing to be honest with outselves and say....Disney just isn't doing it well enough in Florida.....one word.

DISNEYLAND !!!

Jim and I just returned from 4 absolutely magical days there and I am thrilled to say.....they get it out there!

The parks are SPOTLESS, trash can's are emptied, castmembers are dispensing Pixie Dust by the truckload and NO hotel in WDW....absolutely NONE can compare with the beautiful (and exceptionally maintained) Grand Californian.

Yes, I expect Disney to make money ..... and yes, I expect maintenance, clean bathrooms and good service for the $$ I spend.

Hey....the extra added bonus is......most of the rides are BETTER at Disneyland......Space Mountain - WOW - buzz lightyear, small world, tower of terror, haunted mansion (refurb is excellent), pirates, thunder mountain....Florida can't compete!

The food (even counter service) is far better and you can WALK TO IT ALL....no bus needed.

For ABC employees, besides the standard hotel discount, you will receive nice discounts for dining and shopping by just showing your ID card.

Sure, it was a 5 1/2 hour flight vs. 2 hours for us from the East Coast......WELL worth the time.

For all of us who believe the in the magic.....trust me......take a trip to the place where the magic all began.

Walt is smiling on his Disneyland.

 

[Peter Pirate 2]

Nice post Mousaholic but I think you might want to edit the bit about DL's TOT being better...I don't think you'll get any agreement there.

What about it Voice? You've been to both recently, is DL running on all the cylinders (clean, attentive CM's, etc.) while WDW needs a severe tune up?

 

[Mouseaholic!!!]

TOT visual effects are better.....better ride.....but WDW can't help it....TOT in Anaheim was built more recently and takes advantage of newer technology......like Space Mountain.

 

[minnie61650]

I need your help.

I really feel that the new pilot program at All Star Music is a step in the right direction.
As I posted earlier I am hoping Disney is starting to take customer satisfaction a little more seriously.

All Star Music has started a new pilot program.

Music has added games and contests by the pool in the afternoon and has movies by the pool at 9 PM.

----------------------------------------------------------------------
From this website:

http://www.mouseplanet.com/articles.php?art=wd070618mg

As we noted on last week's MousePlanetWatch news podcast, We've gotten a couple of reports about the "something special" that we were told to keep our eyes out for at All-Star Music and Yacht & Beach Club. At All-Star Music, we've heard that folks have found karaoke sessions for dance parties near the pools, a nightly movie by the Calypso pool and in increase of staff to make it easier for guests to find assistance. ......

----------------------------------------------------



I called All Star Music today. I did call the All Star Music resort # which is 407-939-6000. Of course that # really goes to the switchboard. After explaining I was coming to All Star Music in September and I had read about the pilot program and I wanted more info on the activities and movies she did switch me over to the front desk and the front desk CM switched me over to one of the mangers. Anyway I asked about the pilot program and I was informed it will only last through September but if All Star Music and YC&BC (which also has a similar program ) get enough positive feedback they may expand this program to all of the resorts! Yeah. So if anyone is going to All Star Music please fill out the surveys which are the front desk. Please be honest but please fill them out.

There will also be CM's in the parks which ask guests to fill out surveys. They are usually in the parks from about 8-10 A.M. and each CM try to interview about 30 guests a day who will take the time to answer the surveys.

The manager I talked to today sent me a list of the activities they have planned for September.
Here it is:

Here is our daily activities at All Star Music as they will stand for the month of September:



Sunday
1-2 Free Arcade game in noteable arcade
2-3 pool party (hula hoops, musical chairs, music trivia)
3-330 Dance party
430-530 4 square
6-7 Bingo
8-830 Disney trivia
8:30-9:00 Dance Party
9:00 Movie Finding Nemo
Monday
1-2Free Arcade game
2-3 pool party (twister scram, water baloon toss)
3-3:30 dance party
4:30-5:30 Pool Volleyball
6-7 bingo
8-830 Monday night dance fever (dance competition)
8:30-9:00 dance party
9 mystery movie night (we have the guests vote on movies....could be Sky high, Hannah Montana, Bridge to Teribithia, Incredibles, Little Mermaid, etc)

Tuesday
1-2 free arcade game
2-3 pool Party (hula hoop competition, water balloon toss)
3-330 dance party
4:30-5:30 Chalk Art
6-7 Bingo
8-8:30 Poolside Jam Session
830-9:00 Dance party
9:00 Movie Monsters inc

Wednesday
1-2 Free Arcade game
2-3 Pool Party (pitchburst (dunk booth sorta))
3-330 dance party
4:30-530 Pool Basketball
6-7 Bingo
8-830 karaoke
830-9 dance party
9 movie Toy Story 2

Thursday
1-2 Free arcade game
2-3 pool party (hula hoops, musical chairs, music trivia)
3-330 Dance party
430-530 Pool activities
6-7 Bingo
8-830 Double Dutch Jump Rope
8:30-9:00 Dance Party
9:00 Movie Jump in

Friday
1-2 Free Arcade game
2-3 pool party (twister scram, water baloon toss)
3-3:30 dance party
4:30-5:30 Pool Basketball
6-7 Bingo
8-830 Friday night dance fever (dance competition)
8:30-9:00 dance party
9:00 Movie Cars

Saturday
1-2 Free Arcade game
2-3 pool party (Hula Hoop and Waterballoon Toss)
3-3:30 dance party
4:30-5:30 Pitchburst
6-7 Bingo
8-830 Treasure Hunt (scavenger hunt)
8:30-9:00 dance party
9:00 Movie National Treasure

If anyone wishes to contact Disney the addresses are:

Walt Disney World Guest Communications
PO Box 10040
Lake Buena Vista, FL 32830-0040

wdw.guest.communications@disneyworld.com

The All Star Music phone # is 407-939-6000

Let's let Disney know we like this new program and we want it to continue and expand to the other resorts as well!

Thanks ........And......
Have fun at Disney!

 

[EUROPACL]

I need your help.

I really feel that the new pilot program at All Star Music is a step in the right direction.

All Star Music has started a new pilot program.

Music has added games and contests by the pool in the afternoon and has movies by the pool at 9 PM.



Let's let Disney know we like this new program and we want it to continue and expand to the other resorts as well!

Great now I'll never go to a Disney pool again.