Do You think DISNEY has gone down hlll the last few years?

[Pirate Jeff]

I think it was Friday during the day that I called, so not an after hours thing.

And I don't blame you one bit for not wanting to make your Poly reservations into a machine. Having that agent available can't cost more than a few bucks. It's an insult to expect you to make a multi-thousand dollar reservation to the most magical (or happiest???) place on Earth without another person on the line. Maybe this is Disney's new step into "Tomorrowland"???

I too, hope not!

This is exactly why I feel this thread, though most of us feel it is "negative", serves a better good! Because even if Disney Officers don't peruse the threads and posts, paying customers do! And what speaks loudest when telling corporations how we feel? Our wallets/purses and our "voices". The more people are aware of the negatives, the more likely the corporation will take notice and straighten the ship!

Disney has always been the premier experience in regards to customer service and making guests feel "magical". My entire purpose for posting on this thread, is to make sure I do my part to assure it always stays that way!

I want my great grandchildren to have the same experiences I have had!

That will always be the bottom line for me.....

 

[GinnyEmma]

While I probably belong far more to the Uphill thread, I don't think anyone likes all changes, and I am no different. It seems to me that it is more of a drive throught the WV mountains. Up a bit, down a bit, and around many curves, lol.

 

[WDSearcher]

I don't think so Searcher. We have been doing this for years and while I didn't make the call, DW usually does and she was upset over not having the option to talk to someone!

I am not discounting the possibility that there were not enough phone CM's to help us out but honestly, it seems truly suspicious to me. Also, mom2rtk had the same experience. Keep in mind, we have been at every Disney Restaurant in Epcot, Magic Kingdom, Hollywood Studios and all the major resorts (except Victoria and Albert's).
This was a first for us and I don't like it. As I believe you are a CM, it seems you are as puzzled as we and that worries me even more...

Disney is a big place, and there are literally thousands of us (myself included) who have absolutely no contact with reservations, dining or otherwise. I wouldn't be on the mailing list for info on changes to the phone system because I never deal with the phone system. In a place this big, it's hard to keep current on everything, especially stuff that you rarely, if ever, have contact with!

That said ... the next time you call, try just arbitrarily hitting zero and see where it takes you. Generally, it will take you to the call center where you'll get a real person.

And speaking of that ... when you DO get a real person CM, please remember that the change in the phone system is not their fault! Definitely do register your opinion on how you'd much rather talk to a person than a prompt, but try not to vent all your frustration or annoyance on the CM you get. Because it's not their fault. Feel free to express your frustration via Disney Guest Letters, particularly since this seems to be a relatively recent change. If they change something and it instantly generates negative feedback, that's a good indication that they need to rethink it. Please don't fall into the "I'll post it on the DIS and someone from Disney will see it" trap. Sure, I'm from Disney. Yes, I saw it. Can I effect a change on the phone system? No. Do I even know who to send such a comment to in order to effect a change on the phone system? No.

 

[nytimez]

Isn't that just what happens in a crappy economy?

Yes, of course. I was replying to several posts that state how Free Dining has brought the hotel occupancy up all year 'round, which is not actually the case.

Hmmm...that is not what I read in several reports. In fact, over the past several years, there have been times where occupancy rates were actually higher than expected, if I'm not mistaken. Like I said, Disney's occupancy rates are still higher than almost all other Orlando hotels (I have that report bookmarked somewhere in my computer), but still not as high as they would like, but for low seasons, the numbers are higher than they ever were. Last report I read, had mid-high 80s for occupancy, and when compared to other Orlando resorts, the report said that was pretty good. I think it was an Orlando Sentinel report, but not sure?

Free dining was created to fill rooms, so whether it's because of a soft economy or low season, I don't think that really matters, as it's filling rooms. Remember, those rooms were empty before during a great ecomony, as certain times of the year, like September or early January, used to be traditionally very slow periods for Disney as kids are back in school.

There is virtually no dead time at WDW anymore, and there used to be. Even when the ecomony was doing very well, certain times of the year, were not busy as kids were in school and parents were busy with work. There was no incentive to pull kids out of school, but now with Free Dining, there is. Now, due to Free Dining, you see families pulling kids out of school to go during slow periods, and this is exactly what its purpose was. The Free Dining promo has been huge in filling the parks and resorts during dead times. Perhaps you mistook me in meaning 100% occupancy in reference to filling the parks - you are correct that occupancy rates are not 100%, but since Free Dining, they are way better than before. I know that parks aren't 100% full, but they are filled up way more than they were before. Plus, make no mistake about how busy the restaurants are during these times, when before, they were not.

So, occupancy rates may not be where Disney wants them to be, but last report I read, it said Disney was hoping for high 90% occupancy rates, but that is way ambitious, since like you said, the hotel and rental housing market in Orlando is saturated. There are more off-site choices now than ever before, and that is definitely affecting Disney's occupancy rates, so I will agree with you there.

The bottom line is that Free Dining has packed the parks and resorts with more guests than Disney has been used to in awhile, and at the same time, they have lowered their workforce. So, the CMs who are there, are left to do double and triple duty, and you and I both know, that the parks and resorts are bearing the brunt of this.

One other thing that has added to the parks being full, is the hugeness that is becoming DVC. More families are DVC members now, than ever before in WDW history, and again, they are taking their toll on the parks and resorts too. So, you add in Free Dining promo, and lots more DVC guests, you have the parks being trampled upon.

Great discussion! Tiger

Yes, Disney resorts may do better than the Orlando hotels in general -- I wouldn't dispute that, but that was the case before free dining as well. You have to remember that comparing it to Orlando in general compares it to all the half-occupied, flea-bitten lodges in the area, not just the hotels within a mile of the Disney gates.

The part I dispute is the notion that free dining has brought Disney resorts to near full occupancy all year 'round. It's just not so -- the bookings remain soft, although the early word is that this year those bookings MIGHT finally be up... but if they are, I would say it's NOT because of free dining. Overall, my point is free dining did not boost occupancy -- it helped maintain occupancy or lessen the blow of falling occupancy in a soft economy (although FD did start before the recession as one of a number of means of boosting bookings during the September-ish low season).

Anyway, here's a quote from the most current annual report (2010), you'll find similar statements indicating the soft nature of Disney resort bookings in others in recent years and in the quarterlies if you want to dig around (the bolding is mine), but as you'll see occupancy isn't up -- it's down:

"The decline in revenue at our domestic operations reflected the impact of one fewer week of operations and a 1% volume decrease reflecting lower vacation club ownership sales, lower hotel occupancy and lower passenger cruise ship days. These decreases were partially offset by higher guest spending primarily due to higher average ticket prices and higher average daily hotel room rates."

 

[Tiger926]

Yes, of course. I was replying to several posts that state how Free Dining has brought the hotel occupancy up all year 'round, which is not actually the case.

Yes, Disney resorts may do better than the Orlando hotels in general -- I wouldn't dispute that, but that was the case before free dining as well. You have to remember that comparing it to Orlando in general compares it to all the half-occupied, flea-bitten lodges in the area, not just the hotels within a mile of the Disney gates.

The part I dispute is the notion that free dining has brought Disney resorts to near full occupancy all year 'round. It's just not so -- the bookings remain soft, although the early word is that this year those bookings MIGHT finally be up... but if they are, I would say it's NOT because of free dining. Overall, my point is free dining did not boost occupancy -- it helped maintain occupancy or lessen the blow of falling occupancy in a soft economy (although FD did start before the recession as one of a number of means of boosting bookings during the September-ish low season).

Anyway, here's a quote from the most current annual report (2010), you'll find similar statements indicating the soft nature of Disney resort bookings in others in recent years and in the quarterlies if you want to dig around (the bolding is mine), but as you'll see occupancy isn't up -- it's down:

"The decline in revenue at our domestic operations reflected the impact of one fewer week of operations and a 1% volume decrease reflecting lower vacation club ownership sales, lower hotel occupancy and lower passenger cruise ship days. These decreases were partially offset by higher guest spending primarily due to higher average ticket prices and higher average daily hotel room rates."

Thanks for the quote, as this is different than the report I just read a bit ago, but I can't find my links at the moment. I think I was confusing a fiscal quarter with the annual report, which is what you linked. Thanks for the statement.

The thing is though, that I was talking about actual low or quiet seasons, and during those seasons, occupancy is up. I mentioned that in all of my responses, that I was only speaking about low seasons, which traditionally were September or January, for example. I've spoken to several resort managers and they have said that with Free Dining, their hotels have picked up guests, especially during what used to be these very slow times. These times are not slow any longer, and a big part of that is Free Dining. Overall, Disney has shown a slight decrease in occupancy (I think it was down 4-5% for 2010), but that is across the board, at all resorts, including DVC resorts (although our DVC occupancy rates are much higher than Disney's cash rates, I do believe), and so I wasn't specifically speaking to the actual year end annual report numbers. I was more speaking about during very slow times, which is when Free Dining was marketed in the first place. I know tons of families who would never have taken their kids out of school during September, but once Free Dining came into play, they jumped at the chance to do so.

I don't dispute that across the board that occupancy is slightly down, but I was not referencing that. I was only discussing that Free Dining has brought occupancy up during slow periods. If it wasn't doing so, Disney would have probably cancelled the FD promo long ago. It's definitely working for them during slow periods, which according to all of the people I know who have gone during FD, are not slow any longer!

Sorry for the confusion, Tiger

 

[smidgy]

I prefer talking to a "real" person. I have found, when calling disney dining, when given a prompt... instead of hitting 0, I SAY "talk to a real person". and next they put me on hold to talk to someone.

 

[GinnyEmma]

I prefer talking to a "real" person. I have found, when calling disney dining, when given a prompt... instead of hitting 0, I SAY "talk to a real person". and next they put me on hold to talk to someone.

Awesome information. And I agree with wdwsearcher, don't take out your frustration on the people who are not responsible for policies and procedures. Good advice in all of life.

 

[Pirate Jeff]

Awesome information. And I agree with wdwsearcher, don't take out your frustration on the people who are not responsible for policies and procedures. Good advice in all of life.

That would be a paradox, wouldn't it Ginny?

Fortunately, we are in the 2 dimensional world of the internet, so I don't take offense.... as neither you nor WDSearcher knows me at all!

For the record, I would never NEVER speak harshly to another human being doing their job! That is, unless they were rude to DW, which I have never seen anytime at WDW.

I "love" the CM's! I am a 50 something, six pack abs (not the good kind ) guy, and the last time DW and I watched the afternoon parade, we were near the Horse Barn where the parade ended (this was just last spring). I watched as Donald and Daisy went by and I have to tell you folks, to see a person dressed in a costume looking like Donald Duck and waving to you, kind of gets to you. I know it's just a "person" behind a overly hot megladon costume, but their job is to make us (me) happy! Donald did just that, even though I felt "silly" about it! When you see it, you think of what WED may have possibly been thinking when he dreamed up WDW or Disneyland! You feel "happy", or even "elated" when characters acknowledge you! We have been to Disney so many times, I cannot even count. But every time, there is magic that makes me yearn for more!

Someone told me on this thread that "I go too much". Hogwash!! I don't go "enough"!!

That said....

the person behind the Donald Costume was a caring thoughtful human being. The person on the other end of the phone is a caring thoughtful human being! I could never be rude or harsh towards them! It is "they" (including WDSearcher) who make WDW the most magical place on Earth!

For whatever shortcomings are Disney, I do not blame any of it on the simply wonderful CM's (the large majority anyways..) who are mostly the reason why we continue to go!

I am almost on a mission, to make sure that all the families and all the guests of current and future Disney guests, can know the same Disney I have known! The one where the customer comes first, always!!

It is a magic not known anywhere else....

When we see corners being cut and services being discontinued in the name of profit, it bothers me more than I could express....

Which is why I post on this thread. Not because I want to "complain"! But because I want to see the most wonderful place in the world never lose it's magic for all of us!

Aaargh!

 

[WDSearcher]

That would be a paradox, wouldn't it Ginny?

Fortunately, we are in the 2 dimensional world of the internet, so I don't take offense.... as neither you nor WDSearcher knows me at all!

For the record, I would never NEVER speak harshly to another human being doing their job! That is, unless they were rude to DW, which I have never seen anytime at WDW.

I "love" the CM's! I am a 50 something, six pack abs (not the good kind ) guy, and the last time DW and I watched the afternoon parade, we were near the Horse Barn where the parade ended (this was just last spring). I watched as Donald and Daisy went by and I have to tell you folks, to see a person dressed in a costume looking like Donald Duck and waving to you, kind of gets to you. I know it's just a "person" behind a overly hot megladon costume, but their job is to make us (me) happy! Donald did just that, even though I felt "silly" about it! When you see it, you think of what WED may have possibly been thinking when he dreamed up WDW or Disneyland! You feel "happy", or even "elated" when characters acknowledge you! We have been to Disney so many times, I cannot even count. But every time, there is magic that makes me yearn for more!

Someone told me on this thread that "I go too much". Hogwash!! I don't go "enough"!!

That said....

the person behind the Donald Costume was a caring thoughtful human being. The person on the other end of the phone is a caring thoughtful human being! I could never be rude or harsh towards them! It is "they" (including WDSearcher) who make WDW the most magical place on Earth!

For whatever shortcomings are Disney, I do not blame any of it on the simply wonderful CM's (the large majority anyways..) who are mostly the reason why we continue to go!

I am almost on a mission, to make sure that all the families and all the guests of current and future Disney guests, can know the same Disney I have known! The one where the customer comes first, always!!

It is a magic not known anywhere else....

When we see corners being cut and services being discontinued in the name of profit, it bothers me more than I could express....

Which is why I post on this thread. Not because I want to "complain"! But because I want to see the most wonderful place in the world never lose it's magic for all of us!

Aaargh!

Just for the record, when I said the bit about not taking out frustrations on the CM, I didn't necessarily mean you as in YOU and you alone, Pirate Jeff. I was kind of saying it as a comment to the "Royal You" (as in, anyone who might be reading). My response to your comments was merely the vehicle.

 

[GinnyEmma]

oh my! I was just giving a general "you" also. My apologies for the miscommunication!!!

 

[Pirate Jeff]

DW and I were in NYC a couple years ago. We were walking in Times Square and it was blocked off with signs which you could walk around. They said something like "if you move through this area you are agreeing to have your image used in a movie" or something like that (I honestly don't remember..) Anyhow, I guess George Clooney was in the movie. We actually saw him, almost bumped into him but I didn't recognize him as I was just trying to get back to the Marriott Marquis. All these women were gawking and I asked them if this was "someone famous"? Two girls looked at me, rolled their eyes and said simply: "yes!". I replied: "oh.." and walked on.

Now, fast forward a couple of years to The Magic Kingdom and the story I just told in my previous post...

When Donald waved to me and actually pointed to me, it almost brought a tear to my eye! Donald saw this, and actually "blew me a kiss" (I suspect it was a female CM though it was actually the Donald Character doing such so it's irrelevant..).

Bottom line, I am a rational middle aged man. But, there's something about WDW and the characters that remind me (us?) of better things...

Like Kermit says, life is full of rainbows, you only have to open your eyes and see them....

So, if I ran into George Clooney, I wouldn't give it a second thought. But if I ran into Donald Duck, Mickey Mouse, Pluto, Goofy etc., my day has been made brighter.....

I am not "Debbie Downer". I am a true fan of Disney and want to see the legacy of Walt Disney's Dream, carry on for generations to come!

Nothing more....

 

[Pirate Jeff]

oh my! I was just giving a general "you" also. My apologies for the miscommunication!!!

Oh, I know Hon! You seem to be a sweetheart! Please know, this is a 2 dimensional form of communication! So sometimes, things may sound different than they are intended!

I never thought anything negative from your posts!

 

[GinnyEmma]

Oh, I know Hon! You seem to be a sweetheart! Please know, this is a 2 dimensional form of communication! So sometimes, things may sound different than they are intended!

I never thought anything negative from your posts!

Oh good! Happy tavels!

 

[Pirate Jeff]

Just for the record, when I said the bit about not taking out frustrations on the CM, I didn't necessarily mean you as in YOU and you alone, Pirate Jeff. I was kind of saying it as a comment to the "Royal You" (as in, anyone who might be reading). My response to your comments was merely the vehicle.

I know my friend....

Your posts have always been insightful, thoughtful, informative and most of all, "respectful"! With the history of this thread, there are folks that can't get past the title (and it's typo), I have been taken to task about my point of view, so I sometimes generalize a bit more than maybe I should!

But please know, I read all of your posts that I come across and love reading your opinions!

Have a "magical day"!!

 

[DznyCrzy11]

Nope, and either way they are still getting a good % of our income every year. I read thread like this alot before our trips and keep a watchful eye out for bad CM behaviour, trash lying about, poor service, etc and I just don't see it. Maybe its all the magic that makes me miss it, but I'm ok with that.

Agreed! I have been to Disney World so many times as a child and so many times as an adult and I do not see a decline in service. You also have to set reasonable expectations. Yes, I think the magic does it for me!

 

[brunette8706]

That would be a paradox, wouldn't it Ginny?

Fortunately, we are in the 2 dimensional world of the internet, so I don't take offense.... as neither you nor WDSearcher knows me at all!

For the record, I would never NEVER speak harshly to another human being doing their job! That is, unless they were rude to DW, which I have never seen anytime at WDW.

I "love" the CM's! I am a 50 something, six pack abs (not the good kind ) guy, and the last time DW and I watched the afternoon parade, we were near the Horse Barn where the parade ended (this was just last spring). I watched as Donald and Daisy went by and I have to tell you folks, to see a person dressed in a costume looking like Donald Duck and waving to you, kind of gets to you. I know it's just a "person" behind a overly hot megladon costume, but their job is to make us (me) happy! Donald did just that, even though I felt "silly" about it! When you see it, you think of what WED may have possibly been thinking when he dreamed up WDW or Disneyland! You feel "happy", or even "elated" when characters acknowledge you! We have been to Disney so many times, I cannot even count. But every time, there is magic that makes me yearn for more!

Someone told me on this thread that "I go too much". Hogwash!! I don't go "enough"!!

That said....

the person behind the Donald Costume was a caring thoughtful human being. The person on the other end of the phone is a caring thoughtful human being! I could never be rude or harsh towards them! It is "they" (including WDSearcher) who make WDW the most magical place on Earth!

For whatever shortcomings are Disney, I do not blame any of it on the simply wonderful CM's (the large majority anyways..) who are mostly the reason why we continue to go!

I am almost on a mission, to make sure that all the families and all the guests of current and future Disney guests, can know the same Disney I have known! The one where the customer comes first, always!!

It is a magic not known anywhere else....

When we see corners being cut and services being discontinued in the name of profit, it bothers me more than I could express....

Which is why I post on this thread. Not because I want to "complain"! But because I want to see the most wonderful place in the world never lose it's magic for all of us!

Aaargh!

*
This is one of the best heartfelt posts I have read in a long time. I had a tear in my eye! Thank you Pirate Jeff. I feel the same way as you do, as I'm sure many others feel the same way! Brunette

 

[smidgy]

DW and I were in NYC a couple years ago. We were walking in Times Square and it was blocked off with signs which you could walk around. They said something like "if you move through this area you are agreeing to have your image used in a movie" or something like that (I honestly don't remember..) Anyhow, I guess George Clooney was in the movie. We actually saw him, almost bumped into him but I didn't recognize him as I was just trying to get back to the Marriott Marquis. All these women were gawking and I asked them if this was "someone famous"? Two girls looked at me, rolled their eyes and said simply: "yes!". I replied: "oh.." and walked on.

Now, fast forward a couple of years to The Magic Kingdom and the story I just told in my previous post...

When Donald waved to me and actually pointed to me, it almost brought a tear to my eye! Donald saw this, and actually "blew me a kiss" (I suspect it was a female CM though it was actually the Donald Character doing such so it's irrelevant..).

Bottom line, I am a rational middle aged man. But, there's something about WDW and the characters that remind me (us?) of better things...

Like Kermit says, life is full of rainbows, you only have to open your eyes and see them....

So, if I ran into George Clooney, I wouldn't give it a second thought. But if I ran into Donald Duck, Mickey Mouse, Pluto, Goofy etc., my day has been made brighter.....

I am not "Debbie Downer". I am a true fan of Disney and want to see the legacy of Walt Disney's Dream, carry on for generations to come!

Nothing more....

all I can say is... AAWWW!!!

 

[TLSnell1981]

Pirate Jeff I am not "Debbie Downer". I am a true fan of Disney and want to see the legacy of Walt Disney's Dream, carry on for generations to come!

Tinker Bell's light is fading, and she will die, if we don't do something! I DO believe in fairies, and I don't want to lose the Magic! It's what makes Disney, well..Disney.

 

[flicx]

Is Iger Captain Hook?

 

[smidgy]

Tinker Bell's light is fading, and she will die, if we don't do something! I DO believe in fairies, and I don't want to lose the Magic! It's what makes Disney, well..Disney.

oh no!!! now I'm scared. I know it's not Disney, but when I took my boys when they were young to see Neverending STory, at the end, I was looking around, like, ":It's US!!! they're talking to us!!! we have to help!!!!"