Has Disney dropped the magic ball?

[cakebaker]

What do they do about it, when you go to GS to tell them about it? You seem to have very positive experiences there.

I've never had a bad experience at guest services.

It would depend on what the complaint was. An apology and their assurances that whatever it was will be taken care might be all there is. In the case where it actually cost us something- they've always done what they could to make it right.

Just because I suggest that anytime you have an encounter with a rude CM or you find the bathrooms to be "disgusting" or "filthy" you should report it doesn't mean I live at guest services. We rarely have an issue, but when we do, I don't let slide and gripe here.

 

[Tink415]

We are here right now too and I can confirm what the OP has said about bathrooms being less than tidy. We have also encountered some rude cast members, which makes me sad. We look for ways to make our own manic and are very low maitenence guests, but the attitude of some (not all) CM's has surprised me. Great example, we were in the FP line for mine train yesterday. A couple walks up to 3 CM who were manning the line and asks where the non FP line started. One CM pointed in the general direction. The couple left and the CM says sarcastically to the other one "I hate when they talk to me, just get I line OK". It wasn't very nice to say the least.

Yes, I noticed the same basically on our summer vacation. However, we had many instances of Disney magic and pixie dust. NOT overhearing CM comments like the above example used to be part of what made a WDW vacation such an escape (along with always tidy restrooms, etc). I've been home a month now and don't have my next trip booked yet, unheard of for me!

 

[MrInfinity]

Dude. I was pretty livid 2 days ago dealing with Comcast. My cable boxes seriously just quit working every other week. We take them into the local offices and they say they can't do anything. We have to go home, call Comcast and deal with it that way. We do that. First call gets disconnected. Second call, the representative can't get my phone number right after 3 tries (language barrier), so I hang up and try again. Whew. Nice, smart rep - they'll send a new box. It will take a week. Wait a week, swap around boxes to various corners of the house to try to get by. Get the new box. Install it. Hmm. Error message. Call Comcast. Nice rep. Transferring me to another department. Great. Dial tone. Disconnected. Call back, etc., etc., That is only a fraction of the crud I have gone through dealing with Comcast.

You signed up for Comcast. They're not running ads on TV to say "give us another try our service isn't that bad any more" because they're known for good service. Everyone, even Comcast, knows their service is the absolute worst. But, you get internet, for cheap. If it made me as livid as it makes you, I'd get another carrier. Fiber, DSL, Satellite, Cellular.

Nobody's sick. There's money in the bank account. There's food in the pantry. Should I be livid? I honestly don't concern myself with "should". I am sick and tired of dealing with Comcast, and yes, at times I am boiling over, irrational, sputtering LIVID.

You should be livid, but w the understanding that this is a 1st world problem. It should not impact your life. This 1st world problem of dirty bathrooms seems to really put off some ppl's vacations to where they say because there was no towel animal and they found the only dirty bathroom on the property that the magic is gone from Disney World... You just have to keep it in perspective. We've encountered way worse happenings on our trips... but they're still magical.

 

[pampam]

I just can't imagine spending expensive precious vacation time at guest services.

I personally carry a small notebook and if I can't get to guest services quickly, I write the details down to relate to guest services when I get there ( with no line ups). This is usually used to commend excelent service but I did use it once to complain about a bus driver to the transportation supervisor at MK once.

 

[GreatLakes]

Inconveniences in life can and do make me livid.

Inconveniences may make me annoyed but I can't think of one that made me livid. I'm trying to remember the last time I would consider myself livid about anything and I can't. Probably as a teen. If I catch myself about to overreact I can usually reign myself back in pretty quickly. YMMV.

 

[nilla]

The most amazing things that can happen to a human being will happen to you, if you just lower your expectations.

Correct, since "every single thing at WDW will be working 100% of the time" is an expectation that pretty much will never be met.

 

[socrateze]

Inconveniences may make me annoyed but I can't think of one that made me livid. I'm trying to remember the last time I would consider myself livid about anything and I can't. Probably as a teen. If I catch myself about to overreact I can usually reign myself back in pretty quickly. YMMV.

Actually, I'm not the one who said this.

 

[itchin2go]

You signed up for Comcast. They're not running ads on TV to say "give us another try our service isn't that bad any more" because they're known for good service. Everyone, even Comcast, knows their service is the absolute worst. But, you get internet, for cheap. If it made me as livid as it makes you, I'd get another carrier. Fiber, DSL, Satellite, Cellular.

You should be livid, but w the understanding that this is a 1st world problem. It should not impact your life. This 1st world problem of dirty bathrooms seems to really put off some ppl's vacations to where they say because there was no towel animal and they found the only dirty bathroom on the property that the magic is gone from Disney World... You just have to keep it in perspective. We've encountered way worse happenings on our trips... but they're still magical.

Please understand this, if nothing else: I threw that Comcast story up strictly as a real life example of how non-life-threatening things can actually make you mad, in response to a guy who said inconveniences shouldn't make you livid. That's all. I understand who and what Comcast is, and I know I'm not saddled with Comcast for life and there are alternatives. That is really beside the point though.

Just because something is a first world problem (and frankly, all of my problems are first world problems) does not mean that I can't vent, complain, lament - especially here on a decidedly first world message board.

I am tired of watching posts and posters be marginalized because, hey, you're at Disney and you don't have cancer. I am pretty sure the OP is well aware that she's discussing first world problems. If all we can discuss here is world peace, world hunger and curing ebola, then I don't think the forum is appropriately named. LOL.

 

[GreatLakes]

Actually, I'm not the one who said this.

That was weird, I fixed it.

 

[itchin2go]

Inconveniences may make me annoyed but I can't think of one that made me livid. I'm trying to remember the last time I would consider myself livid about anything and I can't. Probably as a teen. If I catch myself about to overreact I can usually reign myself back in pretty quickly. YMMV.

Then you are far more zen than I. And anyone else I know, frankly. But if that's the case, you're on the winning end of that, and congrats to you. Zen is something I aspire to, but fall short of most often.

 

[jtowntoflorida]

On the flip side, we've had some amazing experiences and interactions that also warranted a trip to guest services or a letter being written. I think it's just as important to tell them what they're doing right as it is to tell them what they're doing wrong.

I once read on here that the CMs get more "credit" when guest writes an email after their trips (a CM once posted the hierarchy of CM compliments) so that's why I exclusively email the positive encounters.

 

[JoshuaShaw]

Inconveniences may make me annoyed but I can't think of one that made me livid. I'm trying to remember the last time I would consider myself livid about anything and I can't. Probably as a teen. If I catch myself about to overreact I can usually reign myself back in pretty quickly. YMMV.

#blessed

 

[maxiesmom]

I could be wrong, but I don't think anyone is disputing that. The question seems to have evolved into: after having spent thousands of dollars, should you have to create your own magic? Obviously Disney can't upgrade every guest or let every family be showcased in the welcome show, but the initial post did specify smaller touches, not grand gestures.

I think we always create our own magic. Disney just gives us a place for it to come out.

 

[disneyseniors]

We are here right now too and I can confirm what the OP has said about bathrooms being less than tidy. We have also encountered some rude cast members, which makes me sad. We look for ways to make our own manic and are very low maitenence guests, but the attitude of some (not all) CM's has surprised me. Great example, we were in the FP line for mine train yesterday. A couple walks up to 3 CM who were manning the line and asks where the non FP line started. One CM pointed in the general direction. The couple left and the CM says sarcastically to the other one "I hate when they talk to me, just get I line OK". It wasn't very nice to say the least.

Well, 2kidsforme, get ready for being told that "you must make your own magic", that you are looking at it all wrong. You will get responses that try to totally invalidate your observations. I never understand that kind of thinking. You are making a valid point of what IS Happening right now and how YOU feel about it. It is all valid and you deserve responses in kind. Don't let the others try to belittle or phoo, phoo, your experiences. This is a discussion board, so I hope others will discuss in a manner that does not "talk down to you" or tell you just what You are doing wrong. BTW, I too, have noticed all of this, and no it is not my imagination, I did not go in to the parks feeling like I and I alone would get pixie dust, and I did have a good attitude. I also, like the OP and 2kids, have a right to say how we have been treated and our experiences without belittling comments. Get ready for this thread to be shut down, not discussed.

 

[BuckeyeBama]

They could solve this challenge very easily: just pay their CMs a decent living wage!

I have been in management for two decades and this is simply not true. Sure, a pay raise would increase morale for a while, but only for a while. Once they became accustomed to their "new normal", they would default back to whatever their normal behavior is. Now, Disney used to do a lot better job screening applicants and they used to offer far more customer service training for CMs, so Disney does have a hand in the decline in customer service. But the reality is that a person's behavior is dictated by their character, not by their pay scale.

Customer service - either you get it or you don't. Money does not change a person's "give a hoot". In today's culture, you have to monitor and reward good customer service while firing anyone who does not reach your bar of excellence. Rewards do not have to be monetary to be well received.

There are many books out there about this.

 

[MrInfinity]

I actually have my internet, home phone and cable with Comcast. Have you lost respect for me? LOL. You know, when it works, it's great, but when all 3 of those services STOP working, my life grinds to a screeching halt, and yes, it makes me mad. Believe me, this week, we looked into alternatives, but no one in our area has high speed internet anywhere near as fast as Comcast (when it works). So that leaves me with Comcast for internet, AT&T for home phone and DirecTV for cable. And that may be what I do. Please understand this, if nothing else: I threw that Comcast story up strictly as a real life example of how non-life-threatening things can actually make you mad, in response to a guy who said inconveniences shouldn't make you livid. That's all. I understand who and what Comcast is, and I know I'm not saddled with Comcast for life and there are alternatives. That is really beside the point though.

Yeah. We've used them too. We switch off. Whenever Comcast nudges our rate up for the 10th time or whatever and we can't get them to put back down on the phone, then we bail and switch, ride out the next promo.

Just because something is a first world problem (and frankly, all of my problems are first world problems) does not mean that I can't vent, complain, lament - especially here on a decidedly first world message board.

Agree. Never said you can't. But where we differ is in whether or not the Magic is gone from Disney World. Whether you are complaining because absolutely the experience offered at WDW is less than it used to be, or whether the experience offered is equal or... way better than it ever was (my stance) and that you, the OP, or anyone else who is upset is just upset at an anomaly, or perhaps just wants to vent. Not saying you can't vent, but the OP asked if the magic was still there. Yes, it is. He may not be finding it, you may not, but it's there to be found. It just takes like many have said, perhaps not obsessing about the towel and look at all the neat new things instead. Say, yes you're staying at the Poly and you don't get an animal... but, there is an entire new kid pool complete w pirate ship and slide. Would I prefer the Poly of old with a towel animal, or the Poly of new with a kid-splash area and pirate ship for my 3-year-old? I choose the new!!!!

I am tired of watching posts and posters be marginalized because, hey, you're at Disney and you don't have cancer. I am pretty sure the OP is well aware that she's discussing first world problems. If all we can discuss here is world peace, world hunger and curing ebola, then I don't think the forum is appropriately named. LOL.

I think we're on the same page here.

 

[JoshuaShaw]

Agree. Never said you can't. But where we differ is in whether or not the Magic is gone from Disney World. Whether you are complaining because absolutely the experience offered at WDW is less than it used to be, or whether the experience offered is equal or... way better than it ever was (my stance) and that you, the OP, or anyone else who is upset is just upset at an anomaly, or perhaps just wants to vent. Not saying you can't vent, but the OP asked if the magic was still there. Yes, it is. He may not be finding it, you may not, but it's there to be found. It just takes like many have said, perhaps not obsessing about the towel and look at all the neat new things instead. Say, yes you're staying at the Poly and you don't get an animal... but, there is an entire new kid pool complete w pirate ship and slide. Would I prefer the Poly of old with a towel animal, or the Poly of new with a kid-splash area and pirate ship for my 3-year-old? I choose the new!!!!

I guess where we differ is that I don't think it should have to be either/or.

Not to say that towel animals rev my engine, but how does discontinuing that "perk" correlate to getting a new pool area?

Spoiler alert: it doesn't.

 

[MikeandReneePlus5]

I guess where we differ is that I don't think it should have to be either/or.

Not to say that towel animals rev my engine, but how does discontinuing that "perk" correlate to getting a new pool area?

Spoiler alert: it doesn't.

We were at the Poly in May 2015 and a) we had towel animals and b) mousekeeping also put my daughters stuffed animals in fun positions. Almost every day.

just as a data point.

 

[BuckeyeBama]

I guess where we differ is that I don't think it should have to be either/or.

Not to say that towel animals rev my engine, but how does discontinuing that "perk" correlate to getting a new pool area?

Spoiler alert: it doesn't.

I know that this is obvious, but I'll post it anyway - Sometimes it does have to be either/or. I'll use the school budget as an analogy. You have many programs not focused on core education, and most schools have to pick and choose where to invest outside of the core. This means that some parents will remain happy, and some will not. No one is wrong in that the happiness and sadness are real, but no one is willing to sacrifice the things important to them for someone else's kids. Everyone acts in their own self-interest.

Disney has a limited budget. They have to make choices. Some people are going to be happy, while others are not. In most places you can openly share your happiness without having to worry about making someone else upset. But on the Dis, where some people are in some state of bereavement for things lost, the "celebration" can come across as uncaring.

 

[disneyseniors]

For the record, it isn't right for certain others to tell us they have all the answers and we should not post our thoughts on this board. Who are they to tell anyone this??? This is a discussion board, right? I think that means that we post things to discuss, whether certain ones don't like what is posted. We all have the right to discuss the issues and our valid experiences/feelings on this board. Even the ones who think that "just do it how I do it and don't post about it" on these boards. The point is: Everyone should be able to post their feelings and experiences without being bombarded by certain others who feel that their comments are the only valid ones. This happens over and over, and that is why I don't understand why they just don't let everyone have their say, even if they don't agree. I don't agree with a lot of posts on the board, but don't tell the posters they don't need to post as , in essence, They are in the wrong. just wondering?