Has Disney World lost it's magic?

[karibritt01]

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. Did you try back at any other time?
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. You should have known that you couldn't eat there as there were no ADRs available. Full means FULL!
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. Once again, full means FULL. And you were also told that they weren't taking walk-ins, so why were you surprised to hear that a second time?
**** 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. Feeling entitled much? 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. Did you go by the concierge desk at any time and ask that they work on ADRs for you? I have always found them very willing to accomodate if possible. Of course, I don't go to WDW without ADRs during peak season expecting to walk into their most popular restaurants. 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. A minimum of research would have told you that the room had a FRIDGE. That info is on the WDW website even. 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. Somehow find it hard to believe that they washed outside of your room for 2 days.
f) Public Restrooms – FILTHY and no real HANDTOWELS (Only Paper) Do you realize how nasty cloth towels in a public restroom would be? OMG! I would wipe my hands on my jeans before using a cloth towel!
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) It could be that they have rules against the valet staff removing items from a car? There is too much of a possibility of being accused of theft, so liability issues may be at play here. I do think they could have offered a ride in their golf cart, though.
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. Or it could be resort guests coming out to watch the fireworks same as you. Or patrons from the restaurants... and yes, they have the right to walk down to the beach after their meal.
**** 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) Did you think to ask a driver to call for a bus for you? Also, minimum research would have told you that DTD buses are the worst, and better to drive your car.
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? You also paid for the boat launch, which rarely fills up. And for the buses, which come pouring in when the parks close.
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.

As far as doing research, C'MON this is Disney World not a Tour through Europe.

You spent over $5000 on a trip and didn't bother to research it?!? Don't blame WDW for your lack of foresight. You could tell that there were big changes from the last 10 years just by completing the reservations. Because you didn't bother to look into it further, you were disappointed. YOUR OWN FAULT!

I am a desert storm veteran and have a purple heart for my courageous action in battle. I served our great nation for 12 years in the Army.

Thank you.

Now I am surprised that Disney no longer tries to work in Walk-ins

I have to think that this is a mis-understanding. It was the end of June, peak season. I believe there were no walk-ins accepted due to availability, not policy. We have been in June and heard people turned away at lunch time for the entire day. I have read reports from a few weeks ago where people snagged an unexpected walk-up. I also know that in guest relations in Epcot, they have a chalk board with all availabilites for the day listed, and will assist you there to get an ADR.

Well this is saying it a little differently. Just because you pay more for a hotel does not make you entitled better access to common amenities of the resort itself, but you should expect a 5 star hotel if that is what Disney is charging you for.

I disagree. Disney is charging you for your location and convenience.

We were in Washington DC this spring. Holiday Inn Express within city limits and walking distance to the Metro was $160/night. Holiday Inn Express in Faifax 10 minutes out was $68/night. It is the same hotel, same amenities, but the price increase is justified by location and convenience.

In WDW, the 3 monorail resorts are so expensive because you are within view of MK, and are offered monorail and boat launch service to MK as well as the other resorts on the lake. You also have easy access to Epcot. Location and convenience. All the resorts are more than staying off property because they are in the middle of WDW, because they offer bus service to drop you off at the gates to the parks, and you are able to spend an entire vacation without ever stepping foot in the "real world." Location and convenience.

The deluxes cost more because they offer more. Compare the GF and Pop all you want (same pool, same buses, etc.) but they are NOT the same. Zero-entry and pool slides verses a plain pool. hot tubs verses nothing. Multiple forms of tranportation verses buses only. If those things justify the extra $320/night, then stay there and stop complaining. If not, then RESEARCH your options before paying your money!

 

[BuckeyeDad]

I'm super pumped to be going to the GF in 4 weeks, but we need posts like this to make everyone aware of what it is, and what it is not. It is a great resort that is close to the Magic, its got slightly better amenities than some of the other resorts, but it’s not the Ritz so don't expect the Ritz. I think setting the proper expectations are key, and I think getting people’s feedback that went in with extremely high expectations is valuable for all of us. Because I think there are a lot of people on these board that would rave about Disney just because it’s Disney..a slight case of Rose colored glasses maybe?

 

[kmk1180]

And this is the main reason why we find the GF STUFFY--and the reason we won't stay.

My wife feels the same about BC. Just not her comfort.
And we did stay at GF for our honeymoon.
That's ok, there's plenty of other resorts we both like and of
all price levels.
That's why they have the varity right? Everybody's different.

 

[vicki_c]

Not commenting on my opinion of the letter one way or another, but I think the letter writer (kab?) and I are the only ones aware that there ARE usually cloth hand towels in the public bathrooms of the deluxe resorts.

I have seen this at the Beach Club, the Boardwalk - can't think of the others - last trip, the Poly public bathroom had paper towels, for whatever reason and I was kind of disappointed. It is usually a basket of rolled plush hand towels to use for drying your hands and then a basket for all the dirty ones - so not cloth towels to be reused by anyone. Very minor thing that wouldn't affect my trip one way or another, but it was that kind of small touch that distinguished the deluxe hotels.

So just so you know - I'm sure that's what was being discussed.

 

[palavra]

I have only been to Disney once (2007) since 1994, so I am not really qualified to say if Disney has lost (is losing) it's magic. I will say that I think guests at Disney tend to expect Disney to be perfect. And Disney has done it's share by marketing that image. That said, no place is perfect. If people are around, there is going to be trash. And resort rooms are used constantly which means that things break and look worn. And even a company as large as Disney can't constantly replace all the broken things.

I believe that if you look for magic, you will find it. But if you're looking for perfection, Disney, or any other place in the world will surely disappoint you.

 

[KatMark]

Not commenting on my opinion of the letter one way or another, but I think the letter writer (kab?) and I are the only ones aware that there ARE usually cloth hand towels in the public bathrooms of the deluxe resorts.

I have seen this at the Beach Club, the Boardwalk - can't think of the others - last trip, the Poly public bathroom had paper towels, for whatever reason and I was kind of disappointed. It is usually a basket of rolled plush hand towels to use for drying your hands and then a basket for all the dirty ones - so not cloth towels to be reused by anyone. Very minor thing that wouldn't affect my trip one way or another, but it was that kind of small touch that distinguished the deluxe hotels.

So just so you know - I'm sure that's what was being discussed.

Actually, I've seen this at a number of hotels in Vegas and at the Beach Club as you mentioned. But it is certainly not something that I would be including in a letter (along with most of her other complaints) and not something that would "spoil" my vacation.

 

[WDWKOOK]

Not commenting on my opinion of the letter one way or another, but I think the letter writer (kab?) and I are the only ones aware that there ARE usually cloth hand towels in the public bathrooms of the deluxe resorts.

I have seen this at the Beach Club, the Boardwalk - can't think of the others - last trip, the Poly public bathroom had paper towels, for whatever reason and I was kind of disappointed. It is usually a basket of rolled plush hand towels to use for drying your hands and then a basket for all the dirty ones - so not cloth towels to be reused by anyone. Very minor thing that wouldn't affect my trip one way or another, but it was that kind of small touch that distinguished the deluxe hotels.

So just so you know - I'm sure that's what was being discussed.

The CR has always had small, white hand towels rolled-up in a basket next to the sinks in the bathroom near the check-in area. I always found this to be a nice touch, too.

 

[Kay7979]

That was my favorite part too.

What would they have done given everyone a new towel to use, just to wash their hands??? Because for sanity purposes that is what they would have to do.

Yes, this is what they have in Five Star hotels. They have rolled up wash cloths that are used as single use, individual hand towels. The used cloth is then tossed into a receptacle to be washed. IMO it is a collasal waste of soap and water, and I am not a hard core environmentalist by any means.

Moving onward: Disney hotels are entertainment venues in and of themselves, almost like extensions of the theme parks. Consequently, guests from all the Disney hotels, and guests from off-site hotels, are all competing for hotel amenities. They want dinner reservations, they want to have a drink in the lounge, walk the grounds, and maybe stand on the beach at the GF or Poly to watch the fireworks.

With typical hotels throughout the US, you have locals coming for dinner or a drink. The hotel guests don't get preferential treatment over the locals. But to keep this issue in perspective, most hotels don't completely book up night after night, so it really isn't an issue, either.

I guess my point is that Disney resorts are in a unique situation because they are not typical hotels, they are part of the overall Disney World entertainment complex, so guests staying there need to take this into consideration.

 

[dd50]

There is positive and negative in every thing. YOU choose where to focus. I will be staying at POP and I expect it to be small and not a 5*. If and when I run into hiccups on my trip I plan to focus and the great times instead of the mousekeeper missed my room or what ever it is.

 

[sharadoc]

I just remembered something that has been taken away that is lost magic for DH and I:

The lack of pub snacks at the Rose & Crown, and the elimination of the pub as a nice place to hang for a couple hours. We ALWAYS spent time with pints of half&half, scotch eggs, meat pies, and some fun dessert. We would chat with other patrons and the bartenders. It was a real magic experience for us that we did multiple times per trip. It was one of the things we were looking forward to on our last trip in January, as we hadn't been back in over 13 years.

What a disappointment when we saw that all we could do was get a drink and fish & chips. We did, but it wasn't anywhere near the same.

And our table is now a piano. That used to be in the back, but they took that for the restaurant.

 

[kmk1180]

I believe that if you look for magic, you will find it. But if you're looking for perfection, Disney, or any other place in the world will surely disappoint you.

Exactly
some people who go to Disney leave their brain on the airplane when they visit.
others think because disney movies are fantasy, so are their vacations and they can do and expect everything and anything for their money, no mattter how much or little they spend.
and still others...like you said, will look for the smallest thing to complain about no matter how hard people work to try to please them.

 

[dstevens]

There is positive and negative in every thing. YOU choose where to focus. I will be staying at POP and I expect it to be small and not a 5*. If and when I run into hiccups on my trip I plan to focus and the great times instead of the mousekeeper missed my room or what ever it is.

Before we joined DVC my family LOVED Pop. We never experienced any problems worse then the previously mentioned bushes needing cut (did not affect my vacation) or trash left outside rooms for quite awhile (we always left ours in the trash can in our room. What a novel idea.).

 

[dstevens]

Somewhere back in time (the previous 1000 posts) it has been mentioned that the Dis-Boards are full of people complaining and possibly scaring off newbies. Well, i did a little unscientific survey and found very very few threads that were of a negative nature. This thread of course leans to the negative but if you read the title you expected that. That is probably why you read this thread because you were tired of all the sugar coated chocolate dipped Mickey rice krispie treats ( i'm not). Either that or you wanted to read my critique on the book that caused this whole mess, "Creating Magic" by Lee Cockerell. I should get some sort of bonus for all the publicity i have given the book. Anyhow, i think it's magical enough that billions (ok maybe millions) of people from all around the world visit WDW every year.

 

[KAB1]

And if you find some of these comments rude or insulting, sorry.
But they are no more rude then the way you seem to look and treat the rest of us staying at Disney and not paying $450 a night.
Which by the way is just about everyone at the resturants we were inconveniencing you from by eating at, Or riding the monorail when you wanted to.
Or taking a bus and visiting a resort open to the public.

If you feel so entitled by paying for $450 a night, my I suggest next time going to an all enclusive resort where everything is paid for when you rent a bed for the night...
And prefferably one that is CLOSED TO THE PUBIC with armed security guard at the gates and in boats on the beachs to keep anyone else away who didn't paid $450 a night.
[/QUO

Seriously, you seem quite bitter. I'm sure if you can afford to stay at a deluxe resort some time in your life than you would maybe find my complaints valid. What makes me laugh the most is that most people posting with megative comments are the ones who spend most of their disney vacations at value resorts or staying offsite.

 

[KAB1]

Not commenting on my opinion of the letter one way or another, but I think the letter writer (kab?) and I are the only ones aware that there ARE usually cloth hand towels in the public bathrooms of the deluxe resorts.

I have seen this at the Beach Club, the Boardwalk - can't think of the others - last trip, the Poly public bathroom had paper towels, for whatever reason and I was kind of disappointed. It is usually a basket of rolled plush hand towels to use for drying your hands and then a basket for all the dirty ones - so not cloth towels to be reused by anyone. Very minor thing that wouldn't affect my trip one way or another, but it was that kind of small touch that distinguished the deluxe hotels.

So just so you know - I'm sure that's what was being discussed.

Thank you! This just once again proves my point about these negative posters. If they had spent any time at the deluxe resorts than they would know exactly what a cloth towel is.
PS: This did not affect my trip in any way, but it is a however one of countless things that disney has eliminated over the years.

 

[KatMark]

And if you find some of these comments rude or insulting, sorry.
But they are no more rude then the way you seem to look and treat the rest of us staying at Disney and not paying $450 a night.
Which by the way is just about everyone at the resturants we were inconveniencing you from by eating at, Or riding the monorail when you wanted to.
Or taking a bus and visiting a resort open to the public.

If you feel so entitled by paying for $450 a night, my I suggest next time going to an all enclusive resort where everything is paid for when you rent a bed for the night...
And prefferably one that is CLOSED TO THE PUBIC with armed security guard at the gates and in boats on the beachs to keep anyone else away who didn't paid $450 a night.
[/QUO

Seriously, you seem quite bitter. I'm sure if you can afford to stay at a deluxe resort some time in your life than you would maybe find my complaints valid. What makes me laugh the most is that most people posting with megative comments are the ones who spend most of their disney vacations at value resorts or staying offsite.

I've stayed at deluxe resorts numerous times at Disney--the Contemporary and the Polynesian (and will be at the AKL next year). I've never stayed at the GF and have no intention because of the "stuffiness" of the resort and some of their guests.

By your paying $450 a night (your own choice) and my paying $150 or $175 a night to stay at my moderate does not entitle you to "preferential treatment" for dining reservations, a mini-bar or anything else. And I would feel the same way if I chose to go back to the Poly or the CR or the Beach Club or any other deluxe on Disney property. You are paying for location, transportation and perhaps a view. Kari and others like her and me, choose not to spend $450 a night for a room we are seldom in, but to use that money for more worthwhile things...including my kids college tuition which is a heck of a lot more important to staying at Disney's flagship resort.

 

[jettyspagetti]

Just joining in the cloth towel discussion Disney hotels have gone for a special Green Florida tax credit, any hotel that wants the green designation forgoes some of those special touches like towels that must be washed after each guest. I live near Destin Florida and have serveral friends in the Hospitality industry and hear about the towel complaints from their guests at the resorts around here

 

[kmk1180]

[/quote] Seriously, you seem quite bitter. I'm sure if you can afford to stay at a deluxe resort some time in your life than you would maybe find my complaints valid. What makes me laugh the most is that most people posting with megative comments are the ones who spend most of their disney vacations at value resorts or staying offsite.[/quote]



Just proves how wrong you are.
Over the year I've stayed at the
Polynesian Resort, Contemporary Resort(MK View 14th floor), Grand Floridian (for our honeymoon), Wilderness Lodge, Caribean Beach, All Star Music, Pop Century
Next year we are staying at the Boardwalk (with a Boardwalk view)
which is as pricey or more then you standard run of the mill Grand Floridian Room.
And in 2011 we're staying at Animal Kingdom Lodge 2 Bedroom Villa.
Which means by 2011 I will have stayed at EVERY Deluxe Resort Disney offers except Beach Club.

And I know this will bother you soo much....I've visited every resort, event though I didn't stay there.

You think your so entitled because you spend $450 a night? That's hardly best room there. In fact it's on the cheap end of GF pricing. Rooms can cost anywhere from $240 to $3000 a night.

Well here's my question for you...say you went to 1900 Park Fare, and about to get the last table currently available when some one else walks up and says...I'm staying at this resort too and I spent $1000 for my room
I should be able to sit and eat here if I want to....
Do YOU give up your table??

Afterall THEY spend more money than you. THEY are staying at the same resort.
That IS your arguement isn't it? Your staying there and YOU spend alot of money so YOU should get what YOU want?
What about them? They spent MORE then you didn't they? shouldn't THEY get the table and get what THEY want?

 

[lustergirl]

I've stayed at deluxe resorts numerous times at Disney--the Contemporary and the Polynesian (and will be at the AKL next year). I've never stayed at the GF and have no intention because of the "stuffiness" of the resort and some of their guests.

By your paying $450 a night (your own choice) and my paying $150 or $175 a night to stay at my moderate does not entitle you to "preferential treatment" for dining reservations, a mini-bar or anything else. And I would feel the same way if I chose to go back to the Poly or the CR or the Beach Club or any other deluxe on Disney property. You are paying for location, transportation and perhaps a view. Kari and others like her and me, choose not to spend $450 a night for a room we are seldom in, but to use that money for more worthwhile things...including my kids college tuition which is a heck of a lot more important to staying at Disney's flagship resort.

Kathy- I think someone has an elitist attitude- needs an attitude adjustment- ha!! Just by reading the comments that he/she posts it does lead one to believe that they are the only ones that can afford to stay deluxe belittling everyone else.

 

[BarleyJack]

And if you find some of these comments rude or insulting, sorry.
But they are no more rude then the way you seem to look and treat the rest of us staying at Disney and not paying $450 a night.
Which by the way is just about everyone at the resturants we were inconveniencing you from by eating at, Or riding the monorail when you wanted to.
Or taking a bus and visiting a resort open to the public.

If you feel so entitled by paying for $450 a night, my I suggest next time going to an all enclusive resort where everything is paid for when you rent a bed for the night...
And prefferably one that is CLOSED TO THE PUBIC with armed security guard at the gates and in boats on the beachs to keep anyone else away who didn't paid $450 a night.
[/QUO

Seriously, you seem quite bitter. I'm sure if you can afford to stay at a deluxe resort some time in your life than you would maybe find my complaints valid. What makes me laugh the most is that most people posting with megative comments are the ones who spend most of their disney vacations at value resorts or staying offsite.

I find it amusing that you've used the word bitter to describe this poster, as I used the exact same terminology to describe you on another thread. Miraculously that both posts (yours and mine) have vanished from that thread, after I'm sure you reported me.

While there may be *some* truth (and that's a stretch) to your points, you really could take a lesson as to how effectively communicate your complaints. Coming across as a wealthy, spoiled over indulgent snob who feels that those who opt to stay at a value resort only proves one thing: you may be able to afford a deluxe resort, but all the money in the world can't buy class or tact.

Your letter indicates you're not likely to return to WDW. Boohoo. One less rude guest with a ridiculous sense of entitlement the rest of us have to deal with.

Oh yeah, and we're staying at the Poly, does that make my post more valid?

Have a magical day.