Does contacting guest services work?

[cornflkgrl]

I did contact guest services regarding the hours and to ask if they would change because we planned to go to the parks more at night in August (and in the past they've always been open past 10) due to family member with medical issues who can't be out in sun/heat for very long. I didn't complain about it. I just told them I felt frustrated with the way it was advertised at the time I purchased my package. Pictures on the website all showed nighttime activities at Animal Kingdom and advertised summer nighttime stuff going on. But then I keep checking the hours and it says 5 p.m. closing time for AK and 8:30 close for HS. I wanted to know about Fantasmic because of the park is closing at 8:30? I feel like if they are NOT going to be doing nighttime things, fine. But don't make that your selling point for summer.

Anyway, the lady I spoke with was very nice and helpful and told me she had every reason to believe hours would change closer to our trip and also to watch for more info later in May. We talked about how things went with our trip last summer. She also gave me her name and phone number and is going to follow-up with me closer to the trip.

It could just be customer service bs, but I felt good with the answer and the phone call. Enough so that I didn't cancel our trip or anything.

Maybe it really depends on who you talk to. I have called guest relations before to ask a question and had someone not as nice and helpful.

 

[Missyrose]

Why do they change park hours? That's what I want to know.

Disney has always released initial hours on the lighter side and extended the hours as the dates got closer. The wrinkle this spring and summer is the new entertainment that is currently up in the air. Disney hasn't announced an official start date for the new Star Wars fireworks show at DHS (and, in turn, hasn't shown extended hours at DHS past late May). And things are even more dire at AK. Disney hasn't said when the new start date for Rivers of Light is, only that the replacement Jungle Book show will run through the current extend hours that are offered through July 2. Could Disney be holding off extending the rest of the summer hours until it has more clarity on the RoL situation? Possibly.

 

[TiggerBouncy]

Disney has always released initial hours on the lighter side and extended the hours as the dates got closer. The wrinkle this spring and summer is the new entertainment that is currently up in the air. Disney hasn't announced an official start date for the new Star Wars fireworks show at DHS (and, in turn, hasn't shown extended hours at DHS past late May). And things are even more dire at AK. Disney hasn't said when the new start date for Rivers of Light is, only that the replacement Jungle Book show will run through the current extend hours that are offered through July 2. Could Disney be holding off extending the rest of the summer hours until it has more clarity on the RoL situation? Possibly.

Okay, I get the scenario where they have lighter hours because for example they don't know when RoL will start. But then, AK has always closed at 5. So it's not like the hours have shortened? It's more like they are looking to have the park open later for a new entertainment option.

I guess I look at HS as a similar situation. The hours have long been to close right after Fantasmic (2nd showing if there were two) which used to be based on dusk. Again to my knowledge it's not like HS was traditionally open until 11pm or midnight and suddenly shortened to 8pm for some reason?

I guess Epcot hasn't changed in years. It's always right after illuminations unless there are extra magic hours.

MK is probably the biggest oddity with extra magic hours sometimes pushing the park into the 2am realm. I never seem to know when that park closes because it hosts a lot of special events.

I guess what I'm getting at is reading the OP, it sounds like I missed something where Disney suddenly cut 4 hours at the end of every park day for all the parks, but what I seem to be hearing is none of the hours have changed from the usual Disney park hours for the last 10 years and the only thing in question is if they are going to extend the hours or not?

 

[AngiTN]

Disney has always released initial hours on the lighter side and extended the hours as the dates got closer. The wrinkle this spring and summer is the new entertainment that is currently up in the air. Disney hasn't announced an official start date for the new Star Wars fireworks show at DHS (and, in turn, hasn't shown extended hours at DHS past late May). And things are even more dire at AK. Disney hasn't said when the new start date for Rivers of Light is, only that the replacement Jungle Book show will run through the current extend hours that are offered through July 2. Could Disney be holding off extending the rest of the summer hours until it has more clarity on the RoL situation? Possibly.

The question remains, why? This year RoL and Star Wars Fireworks play in to it but not in past years. Not this past Christmas where it took them ages to extend to the 8:00 AM open at MK.
They know the hours that are released on day one will not be the hours when that day arrives. Why do it that way? Why not release final hours on day one? I believe they know what they'll change them to, unless they have "Dory syndrome" (aka short term memory loss) they know what the were last year for any given month, and the year before that and they year before that, and so on

 

[mom2rtk]

Okay, I get the scenario where they have lighter hours because for example they don't know when RoL will start. But then, AK has always closed at 5. So it's not like the hours have shortened? It's more like they are looking to have the park open later for a new entertainment option.

I guess I look at HS as a similar situation. The hours have long been to close right after Fantasmic (2nd showing if there were two) which used to be based on dusk. Again to my knowledge it's not like HS was traditionally open until 11pm or midnight and suddenly shortened to 8pm for some reason?

I guess Epcot hasn't changed in years. It's always right after illuminations unless there are extra magic hours.

MK is probably the biggest oddity with extra magic hours sometimes pushing the park into the 2am realm. I never seem to know when that park closes because it hosts a lot of special events.

I guess what I'm getting at is reading the OP, it sounds like I missed something where Disney suddenly cut 4 hours at the end of every park day for all the parks, but what I seem to be hearing is none of the hours have changed from the usual Disney park hours for the last 10 years and the only thing in question is if they are going to extend the hours or not?

The day my friend is going to DHS in November is currently listed as closing at 7. She would like to eat at Minnie's Holiday Dine, see Fantasmic and fireworks if they are shown. Currently no Fantasmic listed, although I assume it will be later. But with a 7 PM close time, it makes it hard to plan her ADRs this far out. By the time the hours are updated and Fantasmic listed, she will likely not be able to change that dinner ADR. That is the problem with it.

 

[Hikergirl]

We recently became AP holders and booked our first trip with an AP for July. Then this week we went and started to book fast passes and noticed the significant reduction in hours for July. When I called to ask I was pretty much in no certain terms told the hours are what they are and too bad. Never mind July is the hottest month and we had planned on using the water parks during the days and going to the parks at night when it's cooler and less crowded. But to my shock the hours are significantly less than they are this month in May.
Anyone had any success with guest services and any kind of decent explanation? Thanks in advance.

OP, I'm not sure what you are asking, did you think they were going to decide to change park hours for you?
As with any customer service call in center, the people working there are given approved responses by corporate. Some individuals will be by the book and tell you exactly what they are supposed too. Some may soften the blow a little. Could you imagine the backlash if these CS reps said to you "yes hours will change" and then corporate decides not too. Then you and everyone else they told will be calling them back and then posting here how awful it was that they lied to you.

Now, if they were rude that is a different story, and to be honest I can't tell from your post if you are being serious when you say they told you "too bad". You seem to be upset about the lack of late hours, and I don't know if your language describing your interaction is just part of that, or if the rep was very rude to you.

 

[serenitynow]

You would have been even more unhappy had she told you the truth. The truth is your guess is as good as hers.

 

[Angel Ariel]

We recently became AP holders and booked our first trip with an AP for July. Then this week we went and started to book fast passes and noticed the significant reduction in hours for July. When I called to ask I was pretty much in no certain terms told the hours are what they are and too bad. Never mind July is the hottest month and we had planned on using the water parks during the days and going to the parks at night when it's cooler and less crowded. But to my shock the hours are significantly less than they are this month in May.
Anyone had any success with guest services and any kind of decent explanation? Thanks in advance.

I doubt you'll get an explanation. I would certainly lodge your complaint (in writing), as Disney has responded in the past when lots of people have all shared their feelings on a topic (like the BBB photographers they took away, but brought back when everyone complained). I wouldn't expect anything to come of it..be happily surprised if hours do change, but don't expect or plan for them to.

 

[TiggerBouncy]

The day my friend is going to DHS in November is currently listed as closing at 7. She would like to eat at Minnie's Holiday Dine, see Fantasmic and fireworks if they are shown. Currently no Fantasmic listed, although I assume it will be later. But with a 7 PM close time, it makes it hard to plan her ADRs this far out. By the time the hours are updated and Fantasmic listed, she will likely not be able to change that dinner ADR. That is the problem with it.

Ok, I get that. However it still doesn't change that this is not new. It's not like HS used to stay open until 11 nightly and was suddenly shorted to 7. In fact, since the park opened, it's ALWAYS been 7pm during off-season and extended when they can plan specific entertainment options for later in the day.

Allears describes it best:
Operating Hours are seasonal. During peak visiting periods, such as holidays and summertime, the parks are open later. During the time between Christmas and New Year's, parks will be open the longest. During the spring, the longest hours are generally the week before and after Easter. The weeks preceding these peak periods will have some longer hours. During off-peak times, Animal Kingdom will close as early 5 p.m., other parks may close as early as 7 p.m., except Epcot, which usually closes at 9 p.m. Also, during many special events, such as on evenings of Mickey's Very Merry Christmas Party or private events, the parks can close as early as 7 p.m.

So I guess my confusion is it sounds from the initial poster who stated "noticed the significant reduction in hours for July" made it sound to me like this is new or changed as if Disney suddenly decided to cut hours. Several people even eluded to #ThanksShanghai making it sound like this was money saving based on the Shangai incident. However, I am not seeing any great reduction in hours here. This is just Standard Operating Procedure - HS has ALWAYS scheduled for 7 until they can confirm which nights they can schedule fantasmic and/or any other nighttime entertainment options (just as Symphony in the Stars). Reasonably, it can be difficult to plan that 8 months out, so I would expect them to never promise more than they can keep. Since 7 is the worst case scenario, that's what they post until they get confirmation from the events crew which is usually only a few months out.

 

[Disney mac]

Okay, I get the scenario where they have lighter hours because for example they don't know when RoL will start. But then, AK has always closed at 5. So it's not like the hours have shortened? It's more like they are looking to have the park open later for a new entertainment option.

I guess I look at HS as a similar situation. The hours have long been to close right after Fantasmic (2nd showing if there were two) which used to be based on dusk. Again to my knowledge it's not like HS was traditionally open until 11pm or midnight and suddenly shortened to 8pm for some reason?

I guess Epcot hasn't changed in years. It's always right after illuminations unless there are extra magic hours.

MK is probably the biggest oddity with extra magic hours sometimes pushing the park into the 2am realm. I never seem to know when that park closes because it hosts a lot of special events.

I guess what I'm getting at is reading the OP, it sounds like I missed something where Disney suddenly cut 4 hours at the end of every park day for all the parks, but what I seem to be hearing is none of the hours have changed from the usual Disney park hours for the last 10 years and the only thing in question is if they are going to extend the hours or not?

Well, every park (except Epcot) is open today later than they are scheduled to be the entire 4th of July weekend (by at least an hour), which is as busy as it gets at the parks, and in June AK is scheduled to be open 6 hours later. The hottest month of the year is in July. When I booked my trip with their CM, the selling point to avoid the heat was to plan to go at night when it would be cooler, that is what has left me wondering. Thanks though for the thoughts. And HS is scheduled to close at sunset in July, with Fantasmic (only 1 show) is scheduled at 9.

OP, I'm not sure what you are asking, did you think they were going to decide to change park hours for you?
As with any customer service call in center, the people working there are given approved responses by corporate. Some individuals will be by the book and tell you exactly what they are supposed too. Some may soften the blow a little. Could you imagine the backlash if these CS reps said to you "yes hours will change" and then corporate decides not too. Then you and everyone else they told will be calling them back and then posting here how awful it was that they lied to you.

Now, if they were rude that is a different story, and to be honest I can't tell from your post if you are being serious when you say they told you "too bad". You seem to be upset about the lack of late hours, and I don't know if your language describing your interaction is just part of that, or if the rep was very rude to you.

The first CM I talked to at Guest services was incredibly nice (and exactly what I would expect from the disney CM) and then I was transferred to another one who "would be able to tell me more". When I was transferred, the next level CM was just plain rude and told me that my comments "would be forwarded on". When I asked them if they actually would, he said "No, not really". When I asked if Disney even valued the opinions I was sharing, the exact response was along the lines of "You should be grateful that we are even talking to you now". My wife's jaw dropped (we had speaker phone on) and she started to grab her phone to record the conversation. At the end when I asked them if the survey was at the end of the call, there was a Nope, followed by a dial tone.
And to what I was asking for? Well I guess some of the customer service that has made Disney "magical". I just wanted to feel valued as a customer, especially considering the tens of thousands of dollars we are spending. If a business model for a company that depends on its perceived reputation, I would hope they understand that if it doesn't treat it's customers well, then the word of mouth marketing will ultimately hurt the company. I'm not saying that they should cater to me any more than the other million people that want to make their kids lives magical, I'm just saying at least listen to you customers and consider the requests they are making when for the last 12 months you have provided (and promised) a certain standard of time that the vacation and AP were sold as. Then not hang up on the customer when they question why the level of opportunities are reduced from when the trip was booked. But, I am glad to see the other people on here have more patience and explanations than what I received last night. Thank you for the response.

You would have been even more unhappy had she told you the truth. The truth is your guess is as good as hers.

The first CM actually did say that, followed by "I'm just as surprised as you are at the hours compared to the last 12 months".

 

[Disney mac]

Ok, I get that. However it still doesn't change that this is not new. It's not like HS used to stay open until 11 nightly and was suddenly shorted to 7. In fact, since the park opened, it's ALWAYS been 7pm during off-season and extended when they can plan specific entertainment options for later in the day.

Allears describes it best:
Operating Hours are seasonal. During peak visiting periods, such as holidays and summertime, the parks are open later. During the time between Christmas and New Year's, parks will be open the longest. During the spring, the longest hours are generally the week before and after Easter. The weeks preceding these peak periods will have some longer hours. During off-peak times, Animal Kingdom will close as early 5 p.m., other parks may close as early as 7 p.m., except Epcot, which usually closes at 9 p.m. Also, during many special events, such as on evenings of Mickey's Very Merry Christmas Party or private events, the parks can close as early as 7 p.m.

So I guess my confusion is it sounds from the initial poster who stated "noticed the significant reduction in hours for July" made it sound to me like this is new or changed as if Disney suddenly decided to cut hours. Several people even eluded to #ThanksShanghai making it sound like this was money saving based on the Shangai incident. However, I am not seeing any great reduction in hours here. This is just Standard Operating Procedure - HS has ALWAYS scheduled for 7 until they can confirm which nights they can schedule fantasmic and/or any other nighttime entertainment options (just as Symphony in the Stars). Reasonably, it can be difficult to plan that 8 months out, so I would expect them to never promise more than they can keep. Since 7 is the worst case scenario, that's what they post until they get confirmation from the events crew which is usually only a few months out.

Your bolded part is what I am talking about. "During peak visiting periods, such as holidays and summertime, the parks are open later. During the time between Christmas and New Year's, parks will be open the longest. " July is the the summer, a peak visiting period, and has a holiday. The parks are open less in every single park (sans Epcot) than they are today May 11. That is my confusion.

 

[AngiTN]

I think you are just too hung up on the fact that they won't change the hours.
They will.
Maybe still not to what you'd like but they will change.
So let the current hours go for now. I know it's hard when you are trying to plan but it's not like everyone else isn't in the same boat as you. No one can book ADR or FP for anytimes past the current closing. It's a PITA to monitor for changes and jump on it when they do but that's the way it is. And it's been that way since we've been going regularly, well before this year.
When July 2015, 2014, etc hours came out they were shorter than the hours when July 2015, 2014, etc actually came around. It's taking them a bit longer to make the changes now but that doesn't mean changes won't be made.
People were panicking last December when MK wasn't opening till 9:00. There was weeping and gnashing of teeth that it wasn't 7:00 AM. Guess what it was come November, in December MK opened at 7:00 AM

 

[HopperFan]

We recently became AP holders and booked our first trip with an AP for July. Then this week we went and started to book fast passes and noticed the significant reduction in hours for July. When I called to ask I was pretty much in no certain terms told the hours are what they are and too bad. Never mind July is the hottest month and we had planned on using the water parks during the days and going to the parks at night when it's cooler and less crowded. But to my shock the hours are significantly less than they are this month in May.
Anyone had any success with guest services and any kind of decent explanation? Thanks in advance.

Calling to ask about anything that isn't already printed in black and white is POINTLESS. Phone CMs are reading the same thing as you are reading. They have no ability or permission to say anything other than what they are reading, what they can book, what is announced fact - even if they know different. Many are not in Orlando and not the Disney fans we are - it's just a job.

Hours change, always have changed. This year seems to be an unusual situation in that Shanghai has hurt the other parks operations and cuts were made, announced openings are delayed and Disney seems to be playing with those dates, construction is happening (and being delayed often) ............... and it appears hour changing will happen with less notice.

 

[Disney mac]

Calling to ask about anything that isn't already printed in black and white is POINTLESS. Phone CMs are reading the same thing as you are reading. They have no ability or permission to say anything other than what they are reading, what they can book, what is announced fact - even if they know different. Many are not in Orlando and not the Disney fans we are - it's just a job.

Hours change, always have changed. This year seems to be an unusual situation in that Shanghai has hurt the other parks operations and cuts were made, announced openings are delayed and Disney seems to be playing with those dates, construction is happening (and being delayed often) ............... and it appears hour changing will happen with less notice.

This is ultimately what I wanted to know. I did not have any idea about Shanghai or some of the construction messing with the hours. It is that I am glad I came here and now understand, and wish I had known that it would impact my vacation when I booked it last July. That is really the missing link and why I am disappointed. Seriously, thank you to everyone.

 

[Jennasis]

No...calling guest services doesn't work. They know very little and often give flat out wrong answers. In fact, if you speak to 5 different CMs chances are you'll get 5 conflicting answers.

I emailed to say I was disappointed they hadn't released MNSSHP dates yet back in April. A tremendously unenthusiastic CM called me back to read me the party line and said expect dates to be released towards the end of May. 4 HOURS later thr dates appeared on the parks blog.

 

[HopperFan]

This is ultimately what I wanted to know. I did not have any idea about Shanghai or some of the construction messing with the hours. It is that I am glad I came here and now understand, and wish I had known that it would impact my vacation when I booked it last July. That is really the missing link and why I am disappointed. Seriously, thank you to everyone.

And no Disney CM would ever tell you these things. Remember they get all the calls but can say nothing.

Well booking last July, you might not have had this information. But it has been widely discussed since around January. I actually cancelled our week long May trip this year to avoid the chaos. Head down next week for a long weekend, just two of us for an event but may not enter a Disney park at all.

Shanghai is a budget mess, deadline mess and it got so bad it is impacting all the parks with reduced staff, hours, etc. Disney CMs have received such cuts to hours some are picking up second jobs or leaving. No doubt it has also been the major impact to rising ticket prices and the nickel and diming going on here for us - WHICH STINKS!

Construction - SO MUCH that I firmly believe that Disney is in way over it's head and spitting out water.
Avatarland has become the money pit and gets delayed at every turn as the designer blows his budget and there is no blood in the turnip due to Shanghai. The AK night events were going smooth although taking very long to do considering what they were adding ....... and now Rumors (oh I mean Rivers) of Light has been halted and hints are it will not start until end of year. Construction issues ...... maybe more like budget adjustments at this point. BUT it has been embarrassing, causing a last minute Jungle Book mini-production and scrambling of hours. DHS has to do multiple shut downs to finally get started on their construction and adjust for the new fireworks launch pad ... seems to be some gaps in the plan. I think they are making decisions daily there. Always feels random. Is there a plan? Epcot ........... the Soarin'/Frozenland miss on original coordination, the keep bumping of the Frozenland opening which now is "maybe" late June ... no reason to adjust anything in that park until they have firm open for that. Disney Springs is about to open the majority of it's final section and hopefully it pays out at the registers. And then all the construction no one is excited about - the upcoming plan for a new entrance to DHS from Victory Way, the new flyover the MK turnstiles to get to MK resorts easier, the parking garage at DS, the completion of other parking garage and major exit off I-4 exit direct in to lot ..... all this ADDS up while not providing any revenue so it has to come out of somewhere.

And then the new slow introduction to pay as you go ..... like After Hours Event, Pre-Open Event which is basically paying for EMH/FP+. Disney's EMH are not the same as they used to be a few years back. More and more dessert parties - even booking day of, rising prices on Halloween and Christmas Parties, less Free Dining Rooms, major increases to dining menus ...... I don't think it's hard to see Disney pulling back on non-revenue operations and offering more revenue options to guests. Hours will probably be one of them. Look at Universal's hours .... would not be at all surprised if Disney pulled back on closing times and offering more paid extra hours - especially when Frozenland, Avatarland, Toy Story Land and Star Wars Land opens. I would paid for it (and we are AP).

Honestly this is probably the worst year to go to Disney for planning and value. If I had someone say "when should I go" (who is not a regular) for the first time ever I would say, save more money and go the end of 2017 at the earliest. And for the first time in forever I let my AP expire in January because I knew I was not going to deal with this mess until September. I have been but used comp tickets.

 

[Lothlórien]

# Thanks Shanghai.

I'm thinking of getting a t shirt printed up with this. Wonder if I'd get high 5s all day by the CM's, or get banned at the gate.

A few days ago, you inspired me to add something to my signature. We should make it a trend. LOL

 

[GillianP1301]

Contacting guest services can work if you are polite, concise & constructive in your feedback. I have not much experience with Disney guest relations, only because I've never had the need, but any small questions I've asked have always been pleasantly answered. I've gone through guest services at other places and one example in particular where the entire visit was pretty much a disaster from start to finish and prompted me to write, but when I did I offered suggestions on improvement, I didn't just complain. That resulted in a call from a general manager to discuss my concerns and some of my feedback was used in future changes.

For the OP's example of summer hours specifically, I think the key is to remember that the front line CMs don't have all the info and can only report what the know. I think we all know that park hours almost always change a month or more out and it's a pretty safe bet that those summer hours will still see some changes. There really isn't much you can do until they get announced.

 

[Tonka's Skipper]

Guest services can help with many issues and problems, however this is not an area they have any control and nor are they likely to know why the hours are what they are. The only people who do know why, are in the upper management offices and like so many companies, if you email or send a letter you will likely get a show box answer, which may very well be true, but have little in the way of details.

O course if Disney gets enough ba comments and complaints, they will start paying attention.

AKK

 

[HopperFan]

# Thanks Shanghai.

I'm thinking of getting a t shirt printed up with this. Wonder if I'd get high 5s all day by the CM's, or get banned at the gate.

And as for Shanghai Disney, there are a lot of people that are saying that? That is just flat out insulting...and I would not only high 5 your shirt, I would buy you a drink for that one...

A few days ago, you inspired me to add something to my signature. We should make it a trend. LOL

They already exist ...
.....along with the Rumors of Light Tshirts and Buttons
.....that have been in the parks making CMs smile

http://www.cafepress.com/shirttalking