Does contacting guest services work?

[PlutoTheDog89]

Voicing your opinion and concerns is always worth it. We never complain. Frankly, we rarely have anything to complain about. But everything seemed to pile up on our last trip. The maid rarely cleaned our room and when we complained, she barged into our room and was extremely rude; and the buses and boat transportation was a nightmare and led to us either missing a FP+, being late for an ADR and stressing over it the entire trip.

We wrote Disney. We were very realistic. We explained that we love Disney and that in no way has the past trip made us dislike Disney. We expressed that we'd be back, but questioned the frequency. Why travel somewhere every year and pay that kind of money if we're not going to get the service that should come with it?

Disney called my family and spoke on the phone with my mom for over an hour. They comped us for the value of 2 nights at a moderate (we wanna stay at a Deluxe next year so rather than giving us 2 nights at a moderate, they just comped the value) and gave us 2 park tickets with park hoppers.

We didn't ask for anything. We simply expressed our concerns and Disney redeemed itself.

As far as the hours go - they'll change. Keep checking back. I doubt they'll change them if you write them, but the emails don't go unseen. I recently wrote them about Extra Magic Hours. They dramatically decreased this past trip and it was a headache to plan. We go during Christmas, so we really value the EMH's. They said that while they can't guarantee more EMHs, they would pass on my email and take it into consideration.

 

[Hikergirl]

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.


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.


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".

I agree that they should listen to you, and it sounds like the one did and tried to help you further by transferring you. Disney hires people, and sometimes there will be rude ones. Did you call back to complain about the CS rep that was rude to you? That to me is more worthy of a complaint than park hours 2 months from now that are always subject to change and most likely will before your arrival dates.

 

[RLGNC]

I think complaining or questioning Disney about their hours is completely justified, not that anything will be done about it. They have created an environment where their customers have to make their plans months in advance.
I know it isn't going to happen, but I wish they would either release the final hours to start with or make their reservation policy for dining and fastpasses different.

I agree. I think the frustrating part is not the hours themselves, but the fact that they are uncertain and seemingly everchanging. It just makes everything more confusing.

 

[Lynzer4]

I completely understand as I am visiting in June and we STILL don't have updated hours... I'm only 28 days away from my trip and I still can't plan completely. Makes it difficult especially when Disney wants you to plan 180 (60) days ahead.

Guest would be more mad if they reduced hours so doing the minimum they want seems like a better business standard/practice then saying MK will be open 8-2am but change that a month before to 9-10pm... taking hours way looks bad, adding hours looks way better.

 

[minnie mum]

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

Kuul!

 

[Disney mac]

I know I just joined this forum and am coming across as a little bit of a complainer, for which I apologize (I hate being that way). Thank you to everyone here for being logical, factual, and taking time to pe explain. You all rock. I am the kind of person who loves it when people call me out and shows me the logical mess I am complaining about...Thank you all, it is appreciated and I hope to stick around and learn more from y'all....thanks. It is just rough knowing as a teacher, I can only go to DW when it is the busiest time of the year and I want to provide for my little kids as best an experience as possible which later at night would be compared to 100+ and humid in July.
Thanks again...

 

[HopperFan]

I know I just joined this forum and am coming across as a little bit of a complainer, for which I apologize (I hate being that way). Thank you to everyone here for being logical, factual, and taking time to pe explain. You all rock. I am the kind of person who loves it when people call me out and shows me the logical mess I am complaining about...Thank you all, it is appreciated and I hope to stick around and learn more from y'all....thanks. It is just rough knowing as a teacher, I can only go to DW when it is the busiest time of the year and I want to provide for my little kids as best an experience as possible which later at night would be compared to 100+ and humid in July.
Thanks again...

I may have missed it but I don't recall a

These boards will help you answer lots of questions, make good planning choices, insight to unknowns that are helpful and heads up to news.

Just remember when you ask a question you will get lots of answers that really won't answer your question, just skip those and move on to those that are helpful. There is no right way or wrong way to do the "world" so you just find those components that work for your family trips. What one poster thinks is a must may not be for you. Keep your eyes here as most news, new hours, new events, new deals pop up on DIS first. We are an obsessed but informed group.

And I highly suggest you join the therapy group Rumors of Light on the Theme Park Community Board. We are full of anxious posters with summer trips being turned upside down by Disney, looking for information and support .... and laughs.

http://www.disboards.com/threads/ru...p-as-an-option.3486308/page-628#post-55746236

 

[Disney mac]

I may have missed it but I don't recall a

These boards will help you answer lots of questions, make good planning choices, insight to unknowns that are helpful and heads up to news.

Just remember when you ask a question you will get lots of answers that really won't answer your question, just skip those and move on to those that are helpful. There is no right way or wrong way to do the "world" so you just find those components that work for your family trips. What one poster thinks is a must may not be for you. Keep your eyes here as most news, new hours, new events, new deals pop up on DIS first. We are an obsessed but informed group.

And I highly suggest you join the therapy group Rumors of Light on the Theme Park Community Board. We are full of anxious posters with summer trips being turned upside down looking for information and support .... and laughs.

http://www.disboards.com/threads/ru...p-as-an-option.3486308/page-628#post-55746236

Thank you. That is very kind. In the last 3 years we went to DL 2 times (for 5 and 7 nights) and WDW once (but spent 14 nights there). It just feels really different this year and now I understand it isn't just me and that there is more to the situation. Thanks to all.

 

[DisneyWishes14]

I was so shocked by your post I have been googling what you wrote about....Did people really spend $50 an hour for the ability to go to the park for 11-2am? What on earth is going on? That is insane. Why buy an Annual "Platinum" pass? To be able to spend more money per hour? Wow....please tell me people are realizing that for a family of 4 that is insane and have complained so bad it has gone away....

Yes, people are paying $50 per hour to go to this event. They are actually getting 7 hours for the ticket price as they can enter at 7 pm. Not a bad deal when you understand the event is strictly capped and all of the rides are walk-ons. Please realize, there are thousands upon thousands of people visiting Orlando on a daily basis who are not staying onsite with multi-day tickets nor are Annual Pass holders (DVC and AP holders have been given 50% off discounts to this event BTW). There are many, many people there for offsite, full and half day conventions for whom this event is a great idea and a great use of their time. WDW is trying to tap into other markets and draw those people in. Disney has been excoriated on these boards for it (though there have been countless positive reviews - particularly from people who were on shorter trips and chose to do this event instead of buying a one or two day park ticket). IMHO, people need to realize that not everyone in Orlando is vacationing the way most DISboarders are (onsite, multiple park days etc.). So it doesn't work for you - what's the harm in letting it work for others.

It sounds like you got a sour CM on the phone and, unfortunately, it happens. As others have said, the hours will most likely be extended and while I know it's difficult to plan, all families with children in school as well as teachers, like yourself, are in the same boat.

 

[AngiTN]

Yes, people are paying $50 per hour to go to this event. They are actually getting 7 hours for the ticket price as they can enter at 7 pm. Not a bad deal when you understand the event is strictly capped and all of the rides are walk-ons. Please realize, there are thousands upon thousands of people visiting Orlando on a daily basis who are not staying onsite with multi-day tickets nor are Annual Pass holders (DVC and AP holders have been given 50% off discounts to this event BTW). There are many, many people there for offsite, full and half day conventions for whom this event is a great idea and a great use of their time. WDW is trying to tap into other markets and draw those people in. Disney has been excoriated on these boards for it (though there have been countless positive reviews - particularly from people who were on shorter trips and chose to do this event instead of buying a one or two day park ticket). IMHO, people need to realize that not everyone in Orlando is vacationing the way most DISboarders are (onsite, multiple park days etc.). So it doesn't work for you - what's the harm in letting it work for others.

It sounds like you got a sour CM on the phone and, unfortunately, it happens. As others have said, the hours will most likely be extended and while I know it's difficult to plan, all families with children in school as well as teachers, like yourself, are in the same boat.

Add 3 hours to that. You can get in at 4:00 (like with Party tickets). I just did the survey for the event and it even includes 4:00 on for "what time did you enter" so it is officially 4:00 till 1/2 AM
We entered at about 4:30/4:45 last Sunday and they were out to provide the credentials then
It was a great event. Though I have to say I've gotten too old to stay out till 2:00 AM Even with a nap I was toast on Monday

 

[TiggerBouncy]

I know I just joined this forum and am coming across as a little bit of a complainer, for which I apologize (I hate being that way). Thank you to everyone here for being logical, factual, and taking time to pe explain. You all rock. I am the kind of person who loves it when people call me out and shows me the logical mess I am complaining about...Thank you all, it is appreciated and I hope to stick around and learn more from y'all....thanks. It is just rough knowing as a teacher, I can only go to DW when it is the busiest time of the year and I want to provide for my little kids as best an experience as possible which later at night would be compared to 100+ and humid in July.
Thanks again...

Okay so first off, let me say that my post saying "IO read the OP's post as meaning" shouldn't be taking as attacking you.

Second -

Hope we didn't scare you off. We're really nice folks. Well.... most of us... Okay - some of us. Dangit - at least ONE of us! (Not me, I know - but someone HAS to be! That guy! ----> )

Seriously though - the hours will change. I know it's not ideal. As others have said, Disney is in a serious expansion mode at the moment, it's caused a little disruption to their system. Also, some of the things you are asking are Standard Operating Procedure for them - and they are things I don't like, but they are.

I'll give you a similar example - we went on the Star Wars Day at Sea Cruise. Cruise ship activities book really early. Like 1am of the day you can make reservations early. We spent half a year begging for information from Disney - are we still doing pirates night? What day is star wars? We didn't want to book a senses appointment or Remy during the Star Wars events. People called. they begged. They asked CM's. They asked here. They asked the blogs. They asked the VP's. NOT A WORD. They couldn't even confirm anything. Literally on the cruise before the first SWDAS cruise the CM's on board the ship said they didn't know what they were doing the following week - other people from shore were joining who would be telling them what to do. Our first information didn't come out until nice people with cellular at sea posted from their phones.

From what I understand, only part of it was Disney pigheadishness. A lot of it was the fact that they couldn't / didn't firm up plans until last minute. That's partly how the entertainment business works, unfortunately. Disney doesn't like to cancel - they prefer to underpromise.

Now I did as you did. I called. I didn't complain, but I did tell them to please pass on feedback. They have a place in their little computer to do that. I am 99.999% sure it goes absolutely NOWHERE. But every now and then late at night I delude myself into thinking that somehow that little note made it's way in front of a manager who mentioned in some staff meeting that some guest has said something and some junior executive who wants to make him or herself a promotion is scheming away a finding a better way.

In any case, this post is too long. Welcome, and if you have any other questions - ask away. We'll try to be nice. Well - at least that guy will. And at the end of the show, he's taking us all for churro's! (you'll get it if you go to Monsters Inc Laugh Floor).

 

[MickeyMinnieMom]

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

I always assumed they watch attendance trends and adjust accordingly. If they committed to LATE hours far ahead and then were predicting light enough crowds to reduce, can you imagine the reaction if the CUT hours at the last minute?!?! No one will complain about getting MORE park hours... but FEWER?!?! Look out!!!!!

 

[MickeyMinnieMom]

And I highly suggest you join the therapy group Rumors of Light on the Theme Park Community Board. We are full of anxious posters with summer trips being turned upside down by Disney, looking for information and support .... and laughs.

http://www.disboards.com/threads/ru...p-as-an-option.3486308/page-628#post-55746236

You know, I removed my Rumors of Light pin from my bag when we got home from our Apr race trip... I think I'll put it back on to help me cope with the craziness of still planning for Aug and Nov...

 

[AngiTN]

I always assumed they watch attendance trends and adjust accordingly. If they committed to LATE hours far ahead and then were predicting light enough crowds to reduce, can you imagine the reaction if the CUT hours at the last minute?!?! No one will complain about getting MORE park hours... but FEWER?!?! Look out!!!!!

Sometimes yes but they've been in the theme park business a very long time. They know trends and peak times. They know darn well what their attendance is going to be the weeks around Christmas. It will be bursting to the seams. It's not going to change. They don't need to wait to decide to open at 8:00 am.

 

[MickeyMinnieMom]

Sometimes yes but they've been in the theme park business a very long time. They know trends and peak times. They know darn well what their attendance is going to be the weeks around Christmas. It will be bursting to the seams. It's not going to change. They don't need to wait to decide to open at 8:00 am.

I agree about a time like Christmas, though I do remember during the financial crisis when attendance was down and they had reason to have shorter hours even during many busy times. It's not just a question of their cyclical trends but macro environment trends as well.

I think it's ludicrous that we still don't have final hours for even Memorial Day Weekend as it relates to AK!! That they are playing around even with EMH days at the last minute drives me nuts. But I do see a business reason not to commit to exact hours 6 mos. out.

While I have to make my ADRs 180 days out, those aren't affected by whether MK closes at 11pm or 12am. Once you get to within that FP+ window, I get crankier...

 

[DisneyWishes14]

Add 3 hours to that. You can get in at 4:00 (like with Party tickets). I just did the survey for the event and it even includes 4:00 on for "what time did you enter" so it is officially 4:00 till 1/2 AM
We entered at about 4:30/4:45 last Sunday and they were out to provide the credentials then
It was a great event. Though I have to say I've gotten too old to stay out till 2:00 AM Even with a nap I was toast on Monday

So 10 hours for $150?! Wow. I'm sticking this in the "worth it" pile!!

 

[TiggerBouncy]

Sometimes yes but they've been in the theme park business a very long time. They know trends and peak times. They know darn well what their attendance is going to be the weeks around Christmas. It will be bursting to the seams. It's not going to change. They don't need to wait to decide to open at 8:00 am.

Again though it's not just crowds they have to manage, They have to manage entertainment as well. Especially around Christmas time, you have to make sure that you have people and resources lined up and things for people to do during those hours. It's not like a retail shop where all you need is a cashier with a key to open the door. They need to make sure they can guarantee the fireworks or show availability, celebrity or guests, new entertainment options, etc. All of that is on top of the usual increased staffing in CM's, IT, Security, Waste Management, safety, health, etc. That's not even to include things like local police and city resources that have to be coordinated with.

I'm sure they know a long time in advance when they want to open. However, planning for it (like lining up all those things) and publicly announcing it (meaning people will make plans around it) are two VERY different things. As others have said, it's EASY from a PR standpoint to say "Guess what? We're going to be open early!". It's much more difficult to say "Guess what? We're going to open late!".

 

[AngiTN]

Again though it's not just crowds they have to manage, They have to manage entertainment as well. Especially around Christmas time, you have to make sure that you have people and resources lined up and things for people to do during those hours. It's not like a retail shop where all you need is a cashier with a key to open the door. They need to make sure they can guarantee the fireworks or show availability, celebrity or guests, new entertainment options, etc. All of that is on top of the usual increased staffing in CM's, IT, Security, Waste Management, safety, health, etc. That's not even to include things like local police and city resources that have to be coordinated with.

I'm sure they know a long time in advance when they want to open. However, planning for it (like lining up all those things) and publicly announcing it (meaning people will make plans around it) are two VERY different things. As others have said, it's EASY from a PR standpoint to say "Guess what? We're going to be open early!". It's much more difficult to say "Guess what? We're going to open late!".

Not buying it in regards to a time like Christmas week. Sorry. No way do they not know today what they'll need in regards for staffing that week. Yet, when they announce the December calendar here in a week or so it will be different than the final version (which will match the version used for several years in a row).

I will believe the entertainment scheduling plays in to things other times of the year (more this year than in past years) but there are some times they know dang well what their end hours are going to be. They just don't give them at the start. For a reason no one will ever understand.

 

[MickeyMinnieMom]

Not buying it in regards to a time like Christmas week. Sorry. No way do they not know today what they'll need in regards for staffing that week. Yet, when they announce the December calendar here in a week or so it will be different than the final version (which will match the version used for several years in a row).

I will believe the entertainment scheduling plays in to things other times of the year (more this year than in past years) but there are some times they know dang well what their end hours are going to be. They just don't give them at the start. For a reason no one will ever understand.

You could look at this another way. They have ONE PROCEDURE on how they handle this all year round. From a business management perspective, that makes more sense.

You could also look at it this way: why should guests planning trips around busy times like Christmas get more notice for the complete calendar than those planning for slower times?

Different perspectives...

 

[ArielSRL]

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.

May hours were extended Friday, April 15th. Today June MK hours were extended. Look to mid June for July hours to extend.

As far as contacting guest services...I sent an email to the WDW executive office (above guest services), not about hours but other things in question, and received a call back THAT afternoon. The man I spoke with was very nice.