Expect more simply because you pay more?

[wendylovesdisney]

I have read posts lately about people being disappointed in the service at the resorts, and occasionally it seems like someone is getting upset because you are putting down "Disney Magic" or something. I love Disney. Yet I can see why you would get disappointed, and yes I have had bad service on some of my trips. Once - REALLY Bad service at the Poly(I had a crib with dirty linen including a used? washcloth in it for DAYS outside my room from a previous roomholder... I called and called and called)
My point is - I am paying top dollar for this room and why is it so weird to think I should get top-notch service? Why does Disney think substandard service is acceptable?
I don't want cartwheels, but if I stayed at any other hotel and paid top dollar I would expect top service.
Any thoughts?
-Wendy

 

[StellaStar]

IMO, I think that no matter how much money you spend to stay at a resort, WDW or not, there is no excuse for poor service.

I don't care if I'm spending $55 a night or $350 a night...I feel that I would be spending less for less amentities, and that is understandable of course. I don't think that poor service should be expected to come with a lower rate.

I do understand (as I'm sure we all do) that everyone, including CM's, have their bad days...and this of course can happen at any resort...however I don't think that someone can assume they'll recieve better service from the staff because they pay a higher amount.



BTW...I'm a lurker normally...trying to bring myself out of the shadows a bit here!

 

[Pea-n-Me]

My experience overall is that the service is good at Disney and I have come to expect it no matter where I stay on property - value, mod OR deluxe. *Equal* if you will. (With the exception of concierge staff whose job it is to pamper you). So if I expect service to be good no matter where I stay at Disney, the reason I would stay at a deluxe resort is in large part for the location - to be closer to the parks - and to have more perks like mouseboats , restaraunts and childcare clubs.

Last night I filled out an online survey I got in the mail from our recent YC stay and realized as I was answering the questions that it really was terriffic and the service was excellent. I liked the location and pool a lot so I would pay the price to stay there again. I expect the service to be good because it's a Disney resort, not because I'm paying more for the amenities it offers.

I have a friend who was a CM in college and she was told if she couldn't smile she could go home. I just realize that people are people and you'll always have some that aren't good or are having a bad day - no matter where you stay. So I try to look at the overall experience and not let one or two issues cloud my view of the whole vacation. I can't ever imagine having a really awful stay at a Disney resort and I wonder about people who seem to have one bad experience after another. Just MHO of course.

 

[my3kids]

I think I expect more because it is Disney, not because of the price. We have always found Disney, above all others, to always do it right. We stay on site because we know there will be good customer service, the rooms will be clean, and there will be help available if needed.

 

[Leota]

I agree with the OP - If I am paying Top Dollar - I expect Top Service - That is everywhere, not just Disney. I love Disney & I love the Disney Magic - I do get great service in WDW, most of the time.
On the occasions when service has been less than commiserate with the rates I am paying, I do bring it to managements attention. I don't let it ruin my trip, or even my day. But, as someone who has worked in the hospitality business, I know the management WANTS & NEEDS to hear guest feedback so they know what areas to improve on.

Just because it is WDW, doesn't mean it's perfect all the time or that my standards should be lowered - If anything, Disney is held to a Higher Standard because Walt Disney held it to a higher standard - that was his philosophy & what makes Disney so Special & Magical.

 

[ducklite]

At any WDW resort I would expect a clean room and friendly, competant service.

I would expect more amentities as I spent more for my room.

I would also expect that service would elevate as I spent more for a room.

For example, I wouldn't ask for, let alone expect a birthday cake delivered to my room at a value resort, however I would expect that if asked, a deluxe resort would provide such a service in an efficient manner. (I would also expect to pay for this service.)

If I were staying in a suite or CL, I would expect that I would be contacted in advance to ask if I needed any special arrangements, flowers, hospitality set-up, etc.

In all honesty, it's not just at WDW though. At ANY hotel I expect a clean room and efficient and frinedly service. But I certainly expect more as far as levels of service from a Fairmont than I do from a Hampton Inn.

Anne

 

[CarolA]

You have hit the nail on the head on my complaint with the GF. I expected World Class service (since they charge VERY high rates) I got Service equal to or less then a Moderate. Sorry, that does not fly.

My service expectations for the deluxe hotels are much higher then the value and for the most part I have not been disappointed.

 

[goofy4tink]

Looks like I'm in the minority then. I think that no matter what amount I spend, I should get a clean room, in a timely fashion. Staff with smiles on their faces, eager to help. I really don't think that if you are paying GF rates you are entitled to better housekeeping or better staff interaction. You are entitled to a better pool, nicer rooms, better theming, better restaurants. But not better service as far as basic needs go. The front desk people at AllSTars gave us as good, if not better service than the ones at the Polynesian did. Go figure.

 

[mickeymousefan]

I agree that no matter what you pay, you are entitled to friendly, competent CM's. After all Disney, is selling you a "magical vacation" wether you stay value or deluxe. On the other hand, we always stay value, and I dont expect (nor do I neccesarliy want) to get all the ammenities that the folks paying top dollar at the deluxes get. I really dont care about a valet, room service, conceirge service or a bellman. Thats why I choose value. But the people paying for deluxes are paying for those services, and it should always meet their expectations.

 

[wendylovesdisney]

I guess what I am saying is that I DO expect a clean room, friendly staff, etc at any place I stay in - and when provided I term that "top notch". They are on their game, they are doing what I paid for.
When I spend almost 300.00 a night at Disney and can't get a clean room, indifferent staff, whatever, I am appalled. Granted, I have had more good then bad experiences myself personally, but there seems to be a climbing trend in bad posters here lately at the DIS.
What gives? I don't think it is just a cm having a "bad" day, or the hurricanes. Believe me, I am a nurse and I know what a "bad" day is all about and I STILL do my job.
-Wendy

 

[MrsPete]

Well, of course I expect more when I pay more! Do you go to McDonalds and expect prime rib and wine delivered to your table? Of course not! Do you go to an upscale steakhouse and settle for a Big Mac? Of course not!

 

[Gaiusrex]

It is a interesting dilemma. When you pay more, you have higher expectations. You expect better service, you expect people to be nicer to you go out of their way to assist you.

I'm not sure, but I didn't think that the CMs were paid differently at the different resorts. I really don't know, and maybe someone can clarify. From the perspective of the CM, they would be expected to do more and go that extra mile for no reason. Someone at the Grand Floridian expects you to "hop-to-it" and get more towels because they're paying a lot of money; whereas, someone at POR might be a little easier to please and a little more greatful.

I think the big differences in price have more to do with location - views - and amenities. Look at the Contemporary. There is a big difference between staying in the tower as opposed to the wings. Everyone uses the same CMs. The CMs don't as you your room type before they assist you, but there's a $150-$300 difference in the price of the rooms. It's all location/views/amenities.

Having said all that. I do think the overall quality of service has gone down everywhere. Disney is actually one of the better places. I paid $270 for a room in downtown Baltimore. Did I get good service? No. I was grunted at in English, Spanish, and Russian. The quality of service in general has gone down. Manners have vanished. If you're frustrated with Disney, come on up here.

 

[EsmeraldaX]

Originally posted by StellaStar
IMO, I think that no matter how much money you spend to stay at a resort, WDW or not, there is no excuse for poor service.

I don't care if I'm spending $55 a night or $350 a night...I feel that I would be spending less for less amentities, and that is understandable of course. I don't think that poor service should be expected to come with a lower rate.

I do understand (as I'm sure we all do) that everyone, including CM's, have their bad days...and this of course can happen at any resort...however I don't think that someone can assume they'll recieve better service from the staff because they pay a higher amount.

I agree.

Less money = less anemities but the same level of customer service

More money = more anemities , same customer service

I would have taken that crib down to the lobby myself and told them that since no one seemed to be able to move it , I was bringing it back myself. THAT would have gotten their attention.

 

[ducklite]

Originally posted by goofy4tink
Looks like I'm in the minority then. I think that no matter what amount I spend, I should get a clean room, in a timely fashion. Staff with smiles on their faces, eager to help. I really don't think that if you are paying GF rates you are entitled to better housekeeping or better staff interaction. You are entitled to a better pool, nicer rooms, better theming, better restaurants. But not better service as far as basic needs go. The front desk people at AllSTars gave us as good, if not better service than the ones at the Polynesian did. Go figure.

I totally agree with you on the aspect of basic services should be exceptional at any WDW resort, but, if you are staying at a value resort you shouldn't expect service beyond a basic level (housekeeping and front desk).

Anne

 

[dpic]

This is a complicated issue. On one hand, many of us have noticed that less and less money is spent on the upkeep of Disney properties. For the last few years, Disney seems to be squeezing every last nickel of profit out of WDW. Why do we think they are treating their employees any better?

I would be very interesting in hearing from a CM as to how they are treated by their employers. Many of us have worked for places where we have been beaten over the head to treat customers like gold, but as employees are treated like dirt. How much magic do the CM's feel?

Then on the employer’s side, it's hard to find good people. Disney hires thousands of people. Also, they aren't the only employers in the area--there is competition for good employees. If they fired all the losers, or less than perfect CM's, how many would remain? If we had the choice between a grumpy CM to clean our room or no one to clean our room, which would we choose?

Ultimately, you get what you pay for. Is Disney making a priority to hire the best people possible in a very competitive market? Their spending habits would suggest otherwise.

Two things I would suggest. One, write when something upsets you. Be specific, and write the boss--don't bother with the peons who can't do anything about it. Next, when a CM goes out of their way to make magic--let them know you appreciate their efforts (tip, treat, compliment to their boss, letter to the company). If someone knows their hard work is appreciate--not merely expected--they will feel better about their jobs. Then when the losers see the efforts of their co-workers are being recognized, just maybe, they'll pick it up a notch.

 

[cdrn1]

I would think that the CM's would be paid the same at the different resorts. However, I would think that in the deluxes there should be more of them per number of guests so that they could provide their services faster, i.e. more staff at check-in, etc. because I do expect longer lines etc. at value resorts whereas I expect to be waited on more quickly at a deluxe. I would expect that CM to have the same friendly demeanor at a value as at the deluxe, though.

 

[Laralyn]

Originally posted by dpic
Two things I would suggest. One, write when something upsets you. Be specific, and write the boss--don't bother with the peons who can't do anything about it. Next, when a CM goes out of their way to make magic--let them know you appreciate their efforts (tip, treat, compliment to their boss, letter to the company). If someone knows their hard work is appreciate--not merely expected--they will feel better about their jobs. Then when the losers see the efforts of their co-workers are being recognized, just maybe, they'll pick it up a notch.

That's an interesting thought. I know how hard it is to actually find out what's happening with employees when the managers aren't there. It's likely resort management at the Poly, for example, doesn't know that people are finding the CMs there less than helpful.

Most of us have cameras when we're at Disney, and many of us even have digital cameras that can imprint the image with the date. If you see that dirty crib in your hall for three days, why not take a picture of it each day when you leave your room then again when you return and it's still there, then send those images to Disney? And why not do the same on the positive side--if you have a great CM, snap a picture of him and send it to Disney with a kind word about his performance.

If we all start doing this, Disney will get the kind of feedback they need to resolve issues and reward great CMs!

 

[PatriciaH]

Originally posted by dpic
This is a complicated issue. On one hand, many of us have noticed that less and less money is spent on the upkeep of Disney properties. For the last few years, Disney seems to be squeezing every last nickel of profit out of WDW. Why do we think they are treating their employees any better?

I would be very interesting in hearing from a CM as to how they are treated by their employers. Many of us have worked for places where we have been beaten over the head to treat customers like gold, but as employees are treated like dirt. How much magic do the CM's feel?

Then on the employer’s side, it's hard to find good people. Disney hires thousands of people. Also, they aren't the only employers in the area--there is competition for good employees. If they fired all the losers, or less than perfect CM's, how many would remain? If we had the choice between a grumpy CM to clean our room or no one to clean our room, which would we choose?

Ultimately, you get what you pay for. Is Disney making a priority to hire the best people possible in a very competitive market? Their spending habits would suggest otherwise.

Two things I would suggest. One, write when something upsets you. Be specific, and write the boss--don't bother with the peons who can't do anything about it. Next, when a CM goes out of their way to make magic--let them know you appreciate their efforts (tip, treat, compliment to their boss, letter to the company). If someone knows their hard work is appreciate--not merely expected--they will feel better about their jobs. Then when the losers see the efforts of their co-workers are being
recognized, just maybe, they'll pick it up a notch.

Great Post! It used to be an honor to work at Disney and they were able to pick and choose the best. Now the pay is low and they seem desperate for good help. It is an interesting issue. Customer service is bad all over these days. People used to take pride in their work. Now they think things are owed to them. Everyone sees shows like "Cribs" and "The Amazing Life Of..." and they think they should have all these things too

 

[LIFERBABE]

I received excellent service!! This was after the Hurricane when I really didnt expect too much as I was sure everyone was putting their lives back together.

Housekeeping was OUTSTANDING!! I know I called at least 6 times for various services, Laundry, room deodorizer (previous guests were smokers in a nonsmoking room during Jeanne, I completely understood), etc. each time they responded within 15 min., with a smile and if they didnt know, they asked me to please hold so they could find out. It was great and added to the value of our vacation. The fitness center was immaculate, well stocked and friendly staff. I normally dont use many hotel services, but it was great to have when we did need it.

Yes, if I pay more I expect more. Although the CM's may make the same base pay, I'm sure their earning potential is higher at the Deluxe resorts as they will provide more services. Just like a waiter at a 5 star rest. who works for the same $2.35? ph that the waiter at Ponderosa makes. A five star waiter is a coveted position because of the increased income potential.

 

[MinnieMouse51]

Has anyone stayed at Polynesian?? I am getting really worried here, considering I am paying for three rooms...I sure hope they are clean and bug free......