Has Disney World lost it's magic?

[k5thbeatle]

The difference between you and I is simple. If I walk into an unclean room (either at the All Stars or the Floridian) I would simply ask for another room - it’s inconvenient but I wouldn't claim that Disney has lost its magic. If I wait 45 minutes for Valet (and I have) I would call it a busy night - not Disney has lost its magic. If the toilet will not stop running - again an irritating inconvenient - not Disney loosing its magic. And finally if I pay for a $100 meal - I will expect great service if I don't get it (I will complain with manager) and count it again as a bad night NOT Disney loosing its magic. For every complaint at a hotel/resort and restaurant/eatery there are countless positive reviews. Hence good days and bad days at Disney. During my first visit to Disney I had to return to the front desk 3 times to get my room opened (wrong key code). Now I'm realistic Disney has faults (humans with many faults) run this operation, but to blame it on the magic is 'silly' to me (not calling you silly). To expect perfection after many visits is unrealistic. When I travel to Cancun my husband and I stay at the same resort. We have had SEVERAL Wonderful vacations and two not so wonderful. But we will return. I would hope your 45 minute valet wait and running toilet would not prevent you from returning to Disney.

But when these "bad days/nights" happen again and again and occur more and more frequently???

I agree with the numbers and the food. Especially the food

I don't look forward to the Disney dining experience the way I use to. The food isn't as good. Even my young children will occasionally ask not to eat at Disney. When others ask me do I like Disney more than other places I always say yes but routinely I will mention I like the food better at non-Disney places...

Agree 100%!

 

[gallam5]

I have only read a few of the posts, and I just had a thought come to my mind.
First off, I LOVE Disney, and I do believe that life or a vacation is what you make it, there will always be ups and downs and each time we have visited has been a completely different experience.
Have noticed a change from the first time we went until recent visit in March, in upkeep, guests, CM's etc.... BUT always still happy to be at Disney.
One thing I could not help but think of though is this...

You can't have it both ways! What I mean is - I read post after post of people wanting great deals - free upgrades, free dining, free tickets and on and on and on and on...... granted Disney is a large industry, BUT I believe you do get and value what you pay for ( work hard ), no? It seems it is not a privilege anymore or a surprise or something special anymore, when there is a promotion, or freebie, etc it is EXPECTED!
This is the trend of the whole world, no? The more we can get, the faster we can get it, without paying now... pay later? Instant gratification and ME ME ME abounds everywhere.... I KNOW I AM SPEAKING TO A SMALL MINORITY.

But BOTTOM LINE ( again - IN MY MIND ) -

1st) If Disney is giving its guests deep discounts, and freebies, the clientele is going to change to open it up for a wider demographic of people and lifestyles ( ? )

2nd) Disney is going to have to make cuts somewhere to compensate for what they are giving away? Then charge those who are willing an arm and a leg to also compensate for the freebies and discounts.... viscous circle.

3rd) YES I live in this world , I KNOW economy is tough on all of us - but there are still TONS of people making and spending TONS of money... I have a friend who works a travel company - booking reservations, business is booming in this area still....

Sorry for the rant - it just seems common sense to me - nothing is ever 'free' - in MY OPINION!

 

[gallam5]

So, I'd say it's 90% ill-behaved guests and 10% Disney creating unreasonable expectations from people prone to being unreasonable from the get-go.

I think Disney's next theme should be You're Not Special, So Behave Yourself And We'll All Have A Good Time.

I love it! I was reading this thread and nodding along to your previous post but this one is great!

As a former retail manager I was sent to Disney in 2005 for a conference- bath and Body Works sent there entire store management team-1600 managers for four days at disney to soak up the Disney customer service model and have our seminars. It was a great trip and educational. With years of dealing with the public its amazing to me how ill behaved some people are when they are in public. I think the feeling of Shame has gone out the window. When you lose the ability to feel ashamed, you also lose your inhibitions on how you interact with people.
On our last visit we had a great experience and we always have a great attitude dealing with CM, they have a really tough job and do not get enough credit for it. I find if you have a fantastic attitude you will get one back. Its how I raise my kids and how I present myself.

As far as creating magic, my sister and her husband went to Disney with their family last year. My borther in law is the least magical, least friendly, least outgoing person I've ever met. But he befreinded a yound couple vacationing with their kids. It was the young couples first trip to WDW and they stated that they weren't as prepared for the costs of food and extras so they were having to scale back the kids expectations a little. My brother in law found out there names and which resort they were at and sent them a $500 gift card to treat the kids. That's magic!![/QUOTE]

That is amazing - that is magic!

And I wholeheartedly agree about people and no shame- you said it!

 

[gallam5]

Originally Posted by jettyspagetti
So, I'd say it's 90% ill-behaved guests and 10% Disney creating unreasonable expectations from people prone to being unreasonable from the get-go.

I think Disney's next theme should be You're Not Special, So Behave Yourself And We'll All Have A Good Time.


It would be a great conversation piece!

 

[LuvMy3Monkeys]

I agree with gallam5. First let me apologize if this offends anyone here. It's hard to type out something that's hard to explain, but I'm going to try.

When Disney is offering the 4-3 promo (which we did in Feb) and this FD in the fall (which we will be doing in Sept)... I must remind myself... these discounts are opening up pandora's box when it comes to the outcome of your vacation.

You need to be prepared to be in a sea full of not-so-well-traveled folks and people who have probably never been to Disney and don't understand "the magic" or how to contribute to it.

When we went in February, we were watching wishes and my kids (ages 2, 3 and 5) were sitting quietly enjoying the show and these two teenagers (who were WITH their parents, and said parents thought these guys were quite the riot by the way) who were yelling and cussing and pushing each other and one of them fell back onto my five year old and didn't even say sorry. Both parents were cracking up and telling them to "move the F*** over" so they could see the fireworks. I think my jaw actually did touch the floor.

Now, I could say... "Oh, Disney has just lost it's magic, that was just horrible". But I didn't. Disney did it's part. Disney provided the show, the place to sit, the place to stay, the place to eat, they didn't hand choose the rude, obnoxious guests. I really think that if you spread the magic around, you will get some back. You can't expect to eat nothing but mud and then blow butterflies out your butt. You're not going to disperse negativity and then someone come up and award you magic-maker of the day. Ain't gonna happen.

That said, I don't believe Disney does no wrong, as some DISers will expect you to believe. Heaven forbid I would complain about my room that wasn't clean, or the rude staff or the bad food at CM's. Some people on here believe that is enough to have you hanged at city hall in front of a sea of people wearing lime green t-shirts.

Disney isn't perfect. But neither are we. But between Disney's magic and the magic we could all be bringing with us, it could be a pretty magical vacation. It just stinks that some people think they can come to Disney with a colicky baby, a corn on their foot and a migraine and then B***h about Disney because their baby cried the whole time, they couldn't walk very much and their head hurt. Uhmm... yeah, that's Disney's fault

 

[dstevens]

Please remember i started this thread while reading the book "Creating Magic" by Lee Cockerell the retired Vice President of Operations for WDW. In his book he described how WDW created magic for its guests and fellow cast members. I noticed in my last several visits that some of the principles WDW operated by were not being followed. In effect WDW did create an atmosphere of magic. Yes, you can create your own magic or not, but, WDW did set the bar of standards very high. I suggest that everybody go to their local library and sign out the book to either read or listen to on CD. I am a DVC owner and have been to WDW twice this year with another trip scheduled for DL in August. We have NO plans of quiting WDW. We just need to lower our expectations a little.

 

[mickaholic4077]

So, I'd say it's 90% ill-behaved guests and 10% Disney creating unreasonable expectations from people prone to being unreasonable from the get-go.

I think Disney's next theme should be You're Not Special, So Behave Yourself And We'll All Have A Good Time.

I love it! I was reading this thread and nodding along to your previous post but this one is great!

As a former retail manager I was sent to Disney in 2005 for a conference- bath and Body Works sent there entire store management team-1600 managers for four days at disney to soak up the Disney customer service model and have our seminars. It was a great trip and educational. With years of dealing with the public its amazing to me how ill behaved some people are when they are in public. I think the feeling of Shame has gone out the window. When you lose the ability to feel ashamed, you also lose your inhibitions on how you interact with people.
On our last visit we had a great experience and we always have a great attitude dealing with CM, they have a really tough job and do not get enough credit for it. I find if you have a fantastic attitude you will get one back. Its how I raise my kids and how I present myself.

As far as creating magic, my sister and her husband went to Disney with their family last year. My borther in law is the least magical, least friendly, least outgoing person I've ever met. But he befreinded a yound couple vacationing with their kids. It was the young couples first trip to WDW and they stated that they weren't as prepared for the costs of food and extras so they were having to scale back the kids expectations a little. My brother in law found out there names and which resort they were at and sent them a $500 gift card to treat the kids. That's magic!![/QUOTE]


If PM my address to you,can you send it to your BIL so I can get a gift card?? Actually,I just wanted to say that was a very nice thing for him to do.

 

[SanFranciscan]

I have only made it through about the first ten posts so far, but this is indeed an interesting thread for me as I bought and read the same book as the original poster.

I am not a frequent Disney theme park customer and have never stayed on property so I am not a fair judge of what goes on at the theme park and hotel levels. My only exposure to Disney since October 2007, during my only trip to WDW, has been the Disney store chain, which I remembered as being particularly charming when they first opened at Fisherman's Wharf and later in Union Square here in San Francisco. While in a mall in San Jose last month, my husband and I were both much more charmed by the Build A Bear store in the same center than by the Disney store. It was as if another company had taken over the Disney spirit.

I am sure much of what I have read described here thus far by Disney guests is just economics. Unfortunately for the customers, when money gets tight, the first thing companies start cutting are customer service workers while the executive perks stay firmly in place. That is just the way it is, and I don't see that changing as long as the customers put up with it.

 

[fupresti]

My problem with this is Disney has implemented a number of things such as the Dining Plan and numerous promotions that focuses on the affordability of going to Disney World. While I can appreciate that, when you move more towards volume and away from margins, things need to get homogenized.

Personally, I would like to see Disney return to being more of a destination vacation then one where people can afford to visit as often. If that meant I couldn't visit every year, but when I did I was treated to top notch Mousekeeping, fantastic food, and new rides more often, I personally feel it would be worth it.

Superior experiences are hardly affordable. What you are asking for costs money and are you willing to give up more trips for more memorable experiences?

 

[WDWKOOK]

My problem with this is Disney has implemented a number of things such as the Dining Plan and numerous promotions that focuses on the affordability of going to Disney World. While I can appreciate that, when you move more towards volume and away from margins, things need to get homogenized.

Personally, I would like to see Disney return to being more of a destination vacation then one where people can afford to visit as often. If that meant I couldn't visit every year, but when I did I was treated to top notch Mousekeeping, fantastic food, and new rides more often, I personally feel it would be worth it.

.

It seems WDW is trending toward quantity and further away from quality.

 

[mattkrass]

I just wanted to post this little story. My last trip to the World was in August of 2008 (I'm going again this August whoo!) and it was a very good trip. I see some of the points being made here but I just want to show that hope is not all lost. I went with my girlfriend of 3 months at the time, best friend for years prior, and her dad and brother.

One night, me and her dressed up nicely and went to dinner at Shula's in the Swan (Or was it Dolphin, can never remember) I remember being amazed at the service there, we were seated immediately, and a team of wait staff that seemed better equipped to help the President descended upon us. They made every choice easy, they were there at a simple wave, ready to help us with anything our hearts desired. The other guests were also very good, while they sometimes broke out in laughter or cheers, they were still very polite, the environment was wonderful. Service was swift, but we never ever felt rushed. The wait staff was also very conversational, not just being to serve us, but entertain us, and I never thought it was forced, they were genuinely interested in helping us have a wonderful dinner, and they succeeded, in spades.

Later that night, I, trying to be heroic for my sore footed girlfriend, tried to take care of figuring out all the busses and everything... well I failed rather miserably, and long story short, we ended up on the other side of the resort, at 12:30am, but we just stepped in to the nearest lobby, and I explained my predicament politely, and the desk attendant was very helpful, kind and didn't seem disinterested at all, she even joined my girlfriend in some good natured teasing of my navigational skills. Then she summoned a private driver in a WDW van to ferry us back to our hotel. This van showed up in minutes, and the driver was very kind and amusing, despite the hour he was still chipper and jovial and the ride back to the hotel was actually very very amusing, and it stands out as one of our favorite memories of the whole trip, definitely a magical ride. So no, I don't think the magic has been lost, I think it's just being kept hidden from the rude patrons who think they deserve everything and show no happiness or kindness of their own.

I can't wait for this years trip, it will be just me and the girlfriend, whee!

 

[vacation4me]

One night, me and her dressed up nicely and went to dinner at Shula's in the Swan (Or was it Dolphin, can never remember) I remember being amazed at the service there, we were seated immediately, and a team of wait staff that seemed better equipped to help the President descended upon us. They made every choice easy, they were there at a simple wave, ready to help us with anything our hearts desired. The other guests were also very good, while they sometimes broke out in laughter or cheers, they were still very polite, the environment was wonderful. Service was swift, but we never ever felt rushed. The wait staff was also very conversational, not just being to serve us, but entertain us, and I never thought it was forced, they were genuinely interested in helping us have a wonderful dinner, and they succeeded, in spades.

Shula's is one of the finest dining experiences we've had at Disney, that was in 2003, glad to hear things have not changed. It is also not a Disney owned Restaurant and has national standards to keep to. Not saying that is why it is great or that you won't find similar experiences in a Disney owned restaurant. All I am saying is Shula's has a national reputation as one of the finest steak houses in the country.

-DH

 

[eliza61]

Please remember i started this thread while reading the book "Creating Magic" by Lee Cockerell the retired Vice President of Operations for WDW. In his book he described how WDW created magic for its guests and fellow cast members. I noticed in my last several visits that some of the principles WDW operated by were not being followed. In effect WDW did create an atmosphere of magic. Yes, you can create your own magic or not, but, WDW did set the bar of standards very high. WDW. .

It is an excellent read. But it is very sad that we do need to lower our expectations.

I just wanted to post this little story. My last trip to the World was in August of 2008 (I'm going again this August whoo!) and it was a very good trip. I see some of the points being made here but I just want to show that hope is not all lost. I went with my girlfriend of 3 months at the time, best friend for years prior, and her dad and brother.


whee!

Totally agree that hope is not lost. That's one of the reasons why I never buy into some of the "excuses" people here give for lousy service. Whether in a deluxe or value, you should always have a clean room. I'm not buying that crap "you pay to stay on the monorail"
I'm not asking for CM's to sing zippa-dee-do-dah but I think a certain level of civility is always necessary.

Disney or any company will change under 2 circumstances. 1) people stop going and they begin to lose money big time. 2) People start writing and letting disney know that their level is unacceptable.

#1 I don't see happening but number 2 is very doable.

 

[NeverlandClub23]

My problem with this is Disney has implemented a number of things such as the Dining Plan and numerous promotions that focuses on the affordability of going to Disney World. While I can appreciate that, when you move more towards volume and away from margins, things need to get homogenized.

Personally, I would like to see Disney return to being more of a destination vacation then one where people can afford to visit as often. If that meant I couldn't visit every year, but when I did I was treated to top notch Mousekeeping, fantastic food, and new rides more often, I personally feel it would be worth it.

Superior experiences are hardly affordable. What you are asking for costs money and are you willing to give up more trips for more memorable experiences?

I had typed up a big, long post agreeing with you but, basically, I 100% agree

 

[SanFranciscan]

I really tried to keep off this post but unfortunately I must get a few things off my chest. I work in the reservations department. I listen to guests for 11hours per day yell at me for not giving them a complimentary upgrade and screaming at me because their children will have to wait in line for rides. We can not control the weather, lines, wait times, availability for Cinderella's castle or the amount of children in the resorts. We as cast members know that this is your vacation and we WANT you to have the most magical experience that we can possibly give you, but we are not magicians. We are not cartoon characters. We are humans. We should all try and remember that sometimes we can't always be as magical as we should. This applies to both cast members and guests alike.

Workers and customers have more in common than it might appear at first glance.

First of all the first thing cut when a company wants to save money is the payroll costs of workers who actually serve the customers. That is true in any company. The executive suite is full of dead weight who get bonuses, even while a company is losing money and the workers are taking pay cuts and the stock prices are plummeting. The only rationale for why executives should get paid mind-blowing sums is that other executives are getting mind-blowing sums regardless what conditions are like within their companies in terms of guest relations, labor relations, or stockholder relations.

The next thing is that even the stockholders have ever less stake in the success or failure of a company. These days "investors" aren't investing in companies but only in future stock prices and consider themselves victims of fraud anytime those stock prices don't skyrocket. Investing in a company means hitching your wagon to a company in need of money to build new things. If the company's ideas pay off in such a scenario, you win a deserved jackpot. You thus are paid for risk instead of labor. Increasingly, "investors" want a risk-free jackpot and have the same sense of entitlement as executives who want their golden parachute severance packages in a worse-case scenario.

Consumers are often misrepresented as victims of labor but are often sharing the same rocking boat.

 

[KAB1]

June 29, 2009
Mr. Robert Iger
Mr. James Rasulo
Ms. Meg Crofton
Mr. Al Weiss

RE: Walt Disney World Vacation, June 21 through June 28, 2009

Dear Sir or Madam,

I am writing this letter to voice my complaints after just returning from a seven night stay at Disney’s Grand Floridian Resort and Spa. I have traveled to Walt Disney World many times as a child staying at the Contemporary, Polynesian and the Grand and have always voted Disney as my favorite vacation. My last trip to Walt Disney World before this previous trip was in August of 1998. After being away from the magic for 10 years I decided to return with my parents, husband and 3 year old daughter. Being that it was my husband’s and daughters 1st trip to Walt Disney world, I had them so excited about what a wonderful place Walt Disney world is. We checked into the Grand on June 21, 2009 and from there my expectations began to go down. Following is a list of complaints that I incurred during my Eight days there.

1) DISNEY DINING PLAN – Extended list of problems with this.
a) I called 90 Days prior to my trip at 7am to book reservations for restaurants and was put on hold for an hour and 45 minutes. I finally was able to talk to someone and found that most of the places I wanted to eat at were already filled up.
b) The second day of our trip we did not book dining reservations because we went to the magic kingdom for the day and were just planning on staying at the Hotel that night knowing we would be tired. We walked over to the grand Floridian Café at 5:30 PM for dinner and were told that they did not take walk-ins. We asked if we could eat at Narcoosee’s, Citrico’s, 1900 park Fare and were told that none of them take walk-ins either. We were forced to eat at Gasparilla Grill which by the way was HORRIBLE.
c) The last night of my trip was my birthday and we wanted to eat at a signature restaurant (California Grill, Flying Fish, Jiko) and were told that nothing was available and walk-ins were not accepted. We were once again forced to eat at Gasparilla Grill.
**** My issue is this, we are paying $450 a night to stay at Disney’s Flagship Resort and nothing was done to accommodate us. I think that Disney needs to revamp their dining plan and give some accommodation to guests willing to shell out a lot of dollars to stay at the deluxe resorts. It is inexcusable that you are a guest at a resort but cannot eat there because you do not have advance reservations. Disney 10 years ago required no advanced planning to eat dinner. If you were a guest at the Grand, than you were able to eat wherever you wanted to at night. Concierge took care of that for you. I could have paid $90 a night at the All Star Resorts and received the exact same treatment.

2) GRAND FLORIDIAN RESORT AND SPA – Problems with this.
a) Check in Day – Arrived at the room and opened my mini bar for a bottle of water and found an empty refrigerator. Were told that there are no more mini bars and water can be purchased at Gasparilla or the gift shop. INCONVENIENCE. Room was not turned down that night either.
b) Next day – Room was not cleaned until 6 PM. (This happened another day as well)
c) Lobby – Went at night to have a drink in the lobby and listen to the music, but waitress service is no longer available for drinks. Only at Misner’s.
d) Day Bed for my daughter – Was not put back during the day into a couch and was left as a bed all day.
e) Balcony – Could not use for two days because they were washing the buildings.
f) Public Restrooms – FILTHY and no real HANDTOWELS (Only Paper)
g) Valet Staff – RUDE and very undisney (My daughter left her donald duck in the car and was told by valet to walk to the car parked halfway acroos the lot and get it)
h) Gasparilla – Could not sit outside at night and have a Cup of Coffee because it was so crowded with people coming over from the Magic Kingdom to watch the Fireworks.
**** Overall these were issues that were never encountered when used to stay at this hotel years ago. I find it amazing that every year prices get more expensive, but things are being taken away and service is deteriorating.

3) TRANSPORTATION
a) Buses – Waited 45 minutes for a bus to downtown Disney and waited 35 minutes for a bus back to the Grand. Watched three buses arrive bringing guests back to the All Stars (Again why are we paying $450 a night)
b) Monorail – Waited One hour and 15 Minutes to get a monorail back after the magic Kingdom Fireworks because thousands of day guests were boarding the resort monorail. Obviously they no longer check resort ID’s. Don’t you have to be a resort guest to use Disney Transportation?

All in all we had a somewhat decent vacation; however I miss what Walt Disney World was many years ago. I think that the dining plan along with other things is starting to destroy Disney. I find it sad that I can no longer refer to Disney as my favorite vacation destination. I do not know how inclined I will be to visit again in the future.

 

[WDWKOOK]

You certainly went straight to the top sending your recent experience to WDW execs. I think it's important that those at the tippy top hear about how disgruntled, saddened and disappointed some long-time customers are becoming. It isn't enough to simply tell an underpaid/overworked CM. Top brass need to be aware of the unacceptable decline that is occurring and that has been discussed now for 16 pages on this thread, and other similar threads that are rapidly emerging. Mangement is ultimately responsible for the quality of the experience. If this is the new status quo, then only those at the top can reverse this and go back to the higher standards of a few years ago and beyond.

Those of us who have been frequent, regular and loyal customers to WDW don't want to see this rapid decline continue. I'm certain that WDW couldn't possibly have a long-term strategic plan which excludes repeat customers, in favor of only hoping to attract new customers who have no prior WDW experience with which to compare their visit.

It's unfortunate that you had to write that letter, however, I think you did the right thing and I hope you will post an update of the response you receive.

 

[djm99]

June 29, 2009
Mr. Robert Iger
Mr. James Rasulo
Ms. Meg Crofton
Mr. Al Weiss

RE: Walt Disney World Vacation, June 21 through June 28, 2009

Dear Sir or Madam,

I am writing this letter to voice my complaints after just returning from a seven night stay at Disney’s Grand Floridian Resort and Spa. I have traveled to Walt Disney World many times as a child staying at the Contemporary, Polynesian and the Grand and have always voted Disney as my favorite vacation. My last trip to Walt Disney World before this previous trip was in August of 1998. After being away from the magic for 10 years I decided to return with my parents, husband and 3 year old daughter. Being that it was my husband’s and daughters 1st trip to Walt Disney world, I had them so excited about what a wonderful place Walt Disney world is. We checked into the Grand on June 21, 2009 and from there my expectations began to go down. Following is a list of complaints that I incurred during my Eight days there.

1) DISNEY DINING PLAN – Extended list of problems with this.
a) I called 90 Days prior to my trip at 7am to book reservations for restaurants and was put on hold for an hour and 45 minutes. I finally was able to talk to someone and found that most of the places I wanted to eat at were already filled up.
b) The second day of our trip we did not book dining reservations because we went to the magic kingdom for the day and were just planning on staying at the Hotel that night knowing we would be tired. We walked over to the grand Floridian Café at 5:30 PM for dinner and were told that they did not take walk-ins. We asked if we could eat at Narcoosee’s, Citrico’s, 1900 park Fare and were told that none of them take walk-ins either. We were forced to eat at Gasparilla Grill which by the way was HORRIBLE.
c) The last night of my trip was my birthday and we wanted to eat at a signature restaurant (California Grill, Flying Fish, Jiko) and were told that nothing was available and walk-ins were not accepted. We were once again forced to eat at Gasparilla Grill.
**** My issue is this, we are paying $450 a night to stay at Disney’s Flagship Resort and nothing was done to accommodate us. I think that Disney needs to revamp their dining plan and give some accommodation to guests willing to shell out a lot of dollars to stay at the deluxe resorts. It is inexcusable that you are a guest at a resort but cannot eat there because you do not have advance reservations. Disney 10 years ago required no advanced planning to eat dinner. If you were a guest at the Grand, than you were able to eat wherever you wanted to at night. Concierge took care of that for you. I could have paid $90 a night at the All Star Resorts and received the exact same treatment.

2) GRAND FLORIDIAN RESORT AND SPA – Problems with this.
a) Check in Day – Arrived at the room and opened my mini bar for a bottle of water and found an empty refrigerator. Were told that there are no more mini bars and water can be purchased at Gasparilla or the gift shop. INCONVENIENCE. Room was not turned down that night either.
b) Next day – Room was not cleaned until 6 PM. (This happened another day as well)
c) Lobby – Went at night to have a drink in the lobby and listen to the music, but waitress service is no longer available for drinks. Only at Misner’s.
d) Day Bed for my daughter – Was not put back during the day into a couch and was left as a bed all day.
e) Balcony – Could not use for two days because they were washing the buildings.
f) Public Restrooms – FILTHY and no real HANDTOWELS (Only Paper)
g) Valet Staff – RUDE and very undisney (My daughter left her donald duck in the car and was told by valet to walk to the car parked halfway acroos the lot and get it)
h) Gasparilla – Could not sit outside at night and have a Cup of Coffee because it was so crowded with people coming over from the Magic Kingdom to watch the Fireworks.
**** Overall these were issues that were never encountered when used to stay at this hotel years ago. I find it amazing that every year prices get more expensive, but things are being taken away and service is deteriorating.

3) TRANSPORTATION
a) Buses – Waited 45 minutes for a bus to downtown Disney and waited 35 minutes for a bus back to the Grand. Watched three buses arrive bringing guests back to the All Stars (Again why are we paying $450 a night)
b) Monorail – Waited One hour and 15 Minutes to get a monorail back after the magic Kingdom Fireworks because thousands of day guests were boarding the resort monorail. Obviously they no longer check resort ID’s. Don’t you have to be a resort guest to use Disney Transportation?

All in all we had a somewhat decent vacation; however I miss what Walt Disney World was many years ago. I think that the dining plan along with other things is starting to destroy Disney. I find it sad that I can no longer refer to Disney as my favorite vacation destination. I do not know how inclined I will be to visit again in the future.

Is this letter for real or a joke?

 

[Teacher03]

June 29, 2009
Mr. Robert Iger
Mr. James Rasulo
Ms. Meg Crofton
Mr. Al Weiss

RE: Walt Disney World Vacation, June 21 through June 28, 2009

Dear Sir or Madam,

I am writing this letter to voice my complaints after just returning from a seven night stay at Disney’s Grand Floridian Resort and Spa. I have traveled to Walt Disney World many times as a child staying at the Contemporary, Polynesian and the Grand and have always voted Disney as my favorite vacation. My last trip to Walt Disney World before this previous trip was in August of 1998. After being away from the magic for 10 years I decided to return with my parents, husband and 3 year old daughter. Being that it was my husband’s and daughters 1st trip to Walt Disney world, I had them so excited about what a wonderful place Walt Disney world is. We checked into the Grand on June 21, 2009 and from there my expectations began to go down. Following is a list of complaints that I incurred during my Eight days there.

1) DISNEY DINING PLAN – Extended list of problems with this.
a) I called 90 Days prior to my trip at 7am to book reservations for restaurants and was put on hold for an hour and 45 minutes. I finally was able to talk to someone and found that most of the places I wanted to eat at were already filled up.
b) The second day of our trip we did not book dining reservations because we went to the magic kingdom for the day and were just planning on staying at the Hotel that night knowing we would be tired. We walked over to the grand Floridian Café at 5:30 PM for dinner and were told that they did not take walk-ins. We asked if we could eat at Narcoosee’s, Citrico’s, 1900 park Fare and were told that none of them take walk-ins either. We were forced to eat at Gasparilla Grill which by the way was HORRIBLE.
c) The last night of my trip was my birthday and we wanted to eat at a signature restaurant (California Grill, Flying Fish, Jiko) and were told that nothing was available and walk-ins were not accepted. We were once again forced to eat at Gasparilla Grill.
**** My issue is this, we are paying $450 a night to stay at Disney’s Flagship Resort and nothing was done to accommodate us. I think that Disney needs to revamp their dining plan and give some accommodation to guests willing to shell out a lot of dollars to stay at the deluxe resorts. It is inexcusable that you are a guest at a resort but cannot eat there because you do not have advance reservations. Disney 10 years ago required no advanced planning to eat dinner. If you were a guest at the Grand, than you were able to eat wherever you wanted to at night. Concierge took care of that for you. I could have paid $90 a night at the All Star Resorts and received the exact same treatment.

2) GRAND FLORIDIAN RESORT AND SPA – Problems with this.
a) Check in Day – Arrived at the room and opened my mini bar for a bottle of water and found an empty refrigerator. Were told that there are no more mini bars and water can be purchased at Gasparilla or the gift shop. INCONVENIENCE. Room was not turned down that night either.
b) Next day – Room was not cleaned until 6 PM. (This happened another day as well)
c) Lobby – Went at night to have a drink in the lobby and listen to the music, but waitress service is no longer available for drinks. Only at Misner’s.
d) Day Bed for my daughter – Was not put back during the day into a couch and was left as a bed all day.
e) Balcony – Could not use for two days because they were washing the buildings.
f) Public Restrooms – FILTHY and no real HANDTOWELS (Only Paper)
g) Valet Staff – RUDE and very undisney (My daughter left her donald duck in the car and was told by valet to walk to the car parked halfway acroos the lot and get it)
h) Gasparilla – Could not sit outside at night and have a Cup of Coffee because it was so crowded with people coming over from the Magic Kingdom to watch the Fireworks.
**** Overall these were issues that were never encountered when used to stay at this hotel years ago. I find it amazing that every year prices get more expensive, but things are being taken away and service is deteriorating.

3) TRANSPORTATION
a) Buses – Waited 45 minutes for a bus to downtown Disney and waited 35 minutes for a bus back to the Grand. Watched three buses arrive bringing guests back to the All Stars (Again why are we paying $450 a night)
b) Monorail – Waited One hour and 15 Minutes to get a monorail back after the magic Kingdom Fireworks because thousands of day guests were boarding the resort monorail. Obviously they no longer check resort ID’s. Don’t you have to be a resort guest to use Disney Transportation?

All in all we had a somewhat decent vacation; however I miss what Walt Disney World was many years ago. I think that the dining plan along with other things is starting to destroy Disney. I find it sad that I can no longer refer to Disney as my favorite vacation destination. I do not know how inclined I will be to visit again in the future.

I just wanted to point out that the monorail is also used by guests who need transportation back to the parking lot, not just resort guests who pay $450 a night to stay at the Grand. So no, you don't have to be a resort guest to use Disney transportation.

 

[fupresti]

June 29, 2009
Mr. Robert Iger
Mr. James Rasulo
Ms. Meg Crofton
Mr. Al Weiss

RE: Walt Disney World Vacation, June 21 through June 28, 2009

Dear Sir or Madam,

I am writing this letter to voice my complaints after just returning from a seven night stay at Disney’s Grand Floridian Resort and Spa. I have traveled to Walt Disney World many times as a child staying at the Contemporary, Polynesian and the Grand and have always voted Disney as my favorite vacation. My last trip to Walt Disney World before this previous trip was in August of 1998. After being away from the magic for 10 years I decided to return with my parents, husband and 3 year old daughter. Being that it was my husband’s and daughters 1st trip to Walt Disney world, I had them so excited about what a wonderful place Walt Disney world is. We checked into the Grand on June 21, 2009 and from there my expectations began to go down. Following is a list of complaints that I incurred during my Eight days there.

1) DISNEY DINING PLAN – Extended list of problems with this.
a) I called 90 Days prior to my trip at 7am to book reservations for restaurants and was put on hold for an hour and 45 minutes. I finally was able to talk to someone and found that most of the places I wanted to eat at were already filled up.
b) The second day of our trip we did not book dining reservations because we went to the magic kingdom for the day and were just planning on staying at the Hotel that night knowing we would be tired. We walked over to the grand Floridian Café at 5:30 PM for dinner and were told that they did not take walk-ins. We asked if we could eat at Narcoosee’s, Citrico’s, 1900 park Fare and were told that none of them take walk-ins either. We were forced to eat at Gasparilla Grill which by the way was HORRIBLE.
c) The last night of my trip was my birthday and we wanted to eat at a signature restaurant (California Grill, Flying Fish, Jiko) and were told that nothing was available and walk-ins were not accepted. We were once again forced to eat at Gasparilla Grill.
**** My issue is this, we are paying $450 a night to stay at Disney’s Flagship Resort and nothing was done to accommodate us. I think that Disney needs to revamp their dining plan and give some accommodation to guests willing to shell out a lot of dollars to stay at the deluxe resorts. It is inexcusable that you are a guest at a resort but cannot eat there because you do not have advance reservations. Disney 10 years ago required no advanced planning to eat dinner. If you were a guest at the Grand, than you were able to eat wherever you wanted to at night. Concierge took care of that for you. I could have paid $90 a night at the All Star Resorts and received the exact same treatment.

2) GRAND FLORIDIAN RESORT AND SPA – Problems with this.
a) Check in Day – Arrived at the room and opened my mini bar for a bottle of water and found an empty refrigerator. Were told that there are no more mini bars and water can be purchased at Gasparilla or the gift shop. INCONVENIENCE. Room was not turned down that night either.
b) Next day – Room was not cleaned until 6 PM. (This happened another day as well)
c) Lobby – Went at night to have a drink in the lobby and listen to the music, but waitress service is no longer available for drinks. Only at Misner’s.
d) Day Bed for my daughter – Was not put back during the day into a couch and was left as a bed all day.
e) Balcony – Could not use for two days because they were washing the buildings.
f) Public Restrooms – FILTHY and no real HANDTOWELS (Only Paper)
g) Valet Staff – RUDE and very undisney (My daughter left her donald duck in the car and was told by valet to walk to the car parked halfway acroos the lot and get it)
h) Gasparilla – Could not sit outside at night and have a Cup of Coffee because it was so crowded with people coming over from the Magic Kingdom to watch the Fireworks.
**** Overall these were issues that were never encountered when used to stay at this hotel years ago. I find it amazing that every year prices get more expensive, but things are being taken away and service is deteriorating.

3) TRANSPORTATION
a) Buses – Waited 45 minutes for a bus to downtown Disney and waited 35 minutes for a bus back to the Grand. Watched three buses arrive bringing guests back to the All Stars (Again why are we paying $450 a night)
b) Monorail – Waited One hour and 15 Minutes to get a monorail back after the magic Kingdom Fireworks because thousands of day guests were boarding the resort monorail. Obviously they no longer check resort ID’s. Don’t you have to be a resort guest to use Disney Transportation?

All in all we had a somewhat decent vacation; however I miss what Walt Disney World was many years ago. I think that the dining plan along with other things is starting to destroy Disney. I find it sad that I can no longer refer to Disney as my favorite vacation destination. I do not know how inclined I will be to visit again in the future.

I am the first person to jump on board the idea that those staying at Deluxe resorts are entitled to preferred dining reservations, FastPasses, etc. but your letter could have been written in more of a manner of suggestions for future improvements to retain you as a customer rather then the spoiled pretentious manner in which it reads. I have to assume by your tone that the service you received was in response to your sense of entitlement.