Inquiry from newspaper reporter

[cjsmith]

Wow! Interesting. I just have to say, why even spend time on this board if you have such issues with Disney resorts? Looking at your posts allof them are neg. in this regard. There are plenty of places to stay around Disney. There are no laws that say you have to stay there. People looking at the positive...hmmm....and Disney fans to boot. It seems they are in the right place, here on the board. Sure, some go to the extreme. So do some of the whiners and complainers. IMO, complaints belong in messages to those who can make a difference, not on a disney MB.

It was easier earlier to keep up the perfect rep. There were half as many hotel rooms at the time. The more you add, the more people to track etc. As far as quality for the cost, the price is set by the market. Disney will quit raising prices when people quit paying. It hasn't happened yet.

Why do I spent time on this board, because I still love Disney as I stated and I still go. I don't spend a lot of time on negative aspects of the resorts. however, opinions were requested and that's what they got. Sorry if my opinion differs from yours but it doesn't make me a whiner or complainer. This thread is about opinions on whether or not service has declines so our comments were warranted and constructive. This was the perfect place for the writer to go and get different opinions. Just because I don't think that Disney does everything 100% doesn't mean that I dont' belong here.
It is my opinion that things have declined at Disney, sorry. You do notice garbage piling up in bathrooms, paints chipping away, not as many flowers planted, less Cast Member working rides, fast food restaurants and restaurants on a whole. The resorts do not employee as many people and have cut back on service, this comes from friends who have worked and work for Disney. Even employees will tell you that things are different than they were years ago. Disney is still great, yes, but I personally find that service is not exactly the same as it was years ago.

 

[Alicnwondrln]

well i think this story is crazy and disney has done nothing right to fix this

http://www.disboards.com/showthread.php?t=785797&page=1&pp=15

 

[BostonRob]

All construction was hidden behind facades. He said he remembers many times when they had to do jobs at 1 or 2 o'clock in the morning because Disney would never allow construction vehicles to been seen by the public. It was all about image. When you entered Disney, you left the real world behind and everything appeared to be perfect.

This is so true, but is no longer the case. On my last trip, as we were walking down Main Street, I heard a power saw. I looked up and could see and hear workers doing construction behind a 'facade'.

I know, people are goig to say I'm a crazy complainer if I'm worried about a power saw. Well I'm not. I forgot about it 30 seconds after it happend and just thought about it now for the first time, after reading sherry's post. It didn't ruin my day or anything. My point is just that this sort of thing NEVER would have happened 20 years ago.

I'm not saying that Disney isn't a wonderful place to take your family. I'm just saying that things are different now. WDW doesn't take care of itself or its guests the same way it did 20 years ago.

 

[OKWAnneMarie]

If you want the "truth" about disney's decline just pay attention to CJSMITH's email. She hit it right on!
I have been going to disney since it opened. When I grew up I stayed at the disney resorts in the 1990's. If you wanted "service" you paid extra to stay at disney instead of other hotels because you knew you would get extra attention and if there was something wrong, they would go out of their way to fix it. You knew customer service was at the top of the list with disney!
Just look at tomorrowland....if you look at what it used to look like and compare it to today , it is lacking.
If you want the truth you won't find it on these boards. There are people so commited to disney that they will make comments like:

I like to think positive or I don't notice every little thing on my vacation or it is societies fault that disney has declined!
It is ridiculous that we are paying more for disney and receiving less rides, less customer service . But it is because of people that are in a "disney trance" and will "flame" anyone that dares to tell anyone of an unpleasant disney experience. Walt Disney knew that money wasn't everything and he wanted his parks CLEAN and CUSTOMER SERVICE high because that is where success happens. But when you have some people that won't complain about anything wrong at disney and get offended at people that do, nothing will change!! I love disney and have wonderful memories but those people that knew what disney was years ago I think those people are the most disappointed now because we knew what disney was capable of and it is sad that it has changed now. Hopefully things will change with Eisner gone.

I agree. I have been going to WDW since 1983 and I am a Disney Vacation Club owner since 1996. Things have gone downhill in recent years. I still love going there, but, I no longer expect it to be the way it was years ago. I have a more relaxed attitude about it, but maybe I shouldn't. It is a VERY EXPENSIVE vacation and we should all expect good service. I understand Disney is a business and they have to make money, but I've stayed at other resorts across the country where I was treated much better.

I don't blame the CM's. There aren't enough of them and Disney works them very hard for very little money. I worked for Disney in New York City for 3 years, so I understand the CM's point of view. Disney does not respect their employees. I can give you many examples of how Disney treats their employees badly, but I don't feel this is the proper place.

When Disney starts to hire more CM's and pay them fairly (in salary and benefits), then things will start to get better again. But I don't believe they will ever do that. Disney doesn't have to. People like us will still pay top dollar because we love it there. I still enjoy my trips to WDW, but I don't go as often and I don't expect as much. That is very sad.

I also must say that I think people in general have changed. People aren't as polite as they used to be. CM's should be treated with the same respect as we expect them to treat us.

Anyway, the truth is that Disney is a business that has cut back on it's quality in recent years. I still love it and enjoy my trips, but I'm afraid it will never be like it used to be. I have accepted that and I just make the most out of every trip and I try to enjoy every magical moment.

 

[YetanotherMouseFan]

Our family has been going to WDW pretty much annually since 1983 or so. I haven't seen so much a lack in the quality of service as in the quantity of it. There just aren't enough employees around to take care of guests as there used to be. This places undue stress on the remaining CMs: I haven't encountered rude CM's so much as worn out ones.

What I have noticed is a lack of attention to some of the things that made WDW such a family favorite: details!
Burnt-out lightbulbs, trash in the parks, trash in the stream by the castle, trash under and in bushes and flowerbeds, scratched paint and ripped fabric and carpet.
I remembered reading an article 10 years ago or so that described how Disney repainted fixtures, etc: they were completely stripped down to the metal or wood, and never, ever just "touched up". Now they don't even get the "touch up" unless its a major rehab. The parks themselves are looking worn out. tired.

No, I don't have unrealistic expectations: I know we aren't the only people there, I'm not going to get a deluxe room at moderate prices, couldn't give a flip about towel animals (except for the handy-dandy facecloth toothbrush holder the Mousekeeper made last trip), and don't recall ever being purposely rude to any CM. I just know that it's not the same place it used to be: but it's still great for me.

 

[sherry8253]

This is so true, but is no longer the case. On my last trip, as we were walking down Main Street, I heard a power saw. I looked up and could see and hear workers doing construction behind a 'facade'.

I know, people are goig to say I'm a crazy complainer if I'm worried about a power saw. Well I'm not. I forgot about it 30 seconds after it happend and just thought about it now for the first time, after reading sherry's post. It didn't ruin my day or anything. My point is just that this sort of thing NEVER would have happened 20 years ago.

I'm not saying that Disney isn't a wonderful place to take your family. I'm just saying that things are different now. WDW doesn't take care of itself or its guests the same way it did 20 years ago.

I know what you mean about things like power saws. It doesn't ruin your vacation to hear a power saw on main street or see a discolored patch of concrete in epcot. But it puts Disney on the same level of other parks - it just isn't Disney Perfect anymore. Do I still love Disney - yes. Do I still buy AP's - yes. Does it make me a little bit sad when I see litter in the Magic Kingdom. Yes, because it is not how Walt would have wanted things done.

 

[kraftyone]

I have been going to WDW since the mid-1970s, and I would say customer service has slipped a bit. Some of this is the inevitable result of more / larger parks, the increased demands of the customers, etc. I must say, though, that I think part of it is due to declining management structure and problems with basic operations.

To give a couple of examples....

--It really is preposterous how difficult it is to navigate the Disney Reservation system, either online or by calling. I know they are busy, but having to wait 15+ minutes to make a reservation is way too long, and having to provide so much information AFTER you have already given it to them (by typing in your phone number, etc) shows that their systems are not good. No other hotel chain I can think of would tolerate that, and none other would make its customers make a TOLL CALL to wait. This is, in my opinion, the height of corporate arrogance--Disney clearly figures that people will come anyway, so why worry about streamlining the process. (I suspect that they are working on it, but none too quickly....)

--I am an AP holder and recently joined DDE. It took Disney 8 weeks to get the card to me, and almost a month after I called to even begin to process the order. Again, that is way too much time, and it suggests to me that they began a program--DDE for AP holders--before really thinking through how to execute it. Again, poor management planning.

I want to make clear that I do not blame the CMs for this: they are simply running the systems that Disney has provided. In general, given the increased demands / confrontational attitudes of guests, I think they do a fantastic job. I always try to be extra polite to them (and to anybody in the service industry), because I know how demanding people have become. In turn, I have not had ANY problems with CMs, and I have had dozens of really impressive encounters. I still think they take great pride in being Disney employees, despite what one long-time CM recently told me: "Disney does not seem to value us as much as it used to." I thought this was notable, because this gentleman had worked for Disney for 35 years.

All in all, it has become very clear that Disney has begun to cut corners in its training of CMs and in their computer systems / general approach to operations. Part of this was due to the strains of expansion and the downturn after 9/11, so I will be interested to see how things go from here, given their improving profit margins and the morale increase with the end of the Eisner era. I still LOVE Disney, and I still admire a lot about what they do, but to me there is no question that some of the magic in their customer service has been lost....

 

[disneyworld!]

I was having a huge issue today. I did not want to say anything to anyone here, but I am at the point of mailing them a letter with my AP inclosed. I have been have a huge issue with the service as far as Customer service on the phone with CRO...or should I say the flow over call centers!!

I am not going to say anything here...
I just came back from Disney ...and bought airfare for Oct and Dec....not sure if I will be going!

 

[minijeanie]

Has service gone down?? I would vote yes...and truly believes in lies within the workforce. People today are not as loyal or hardworking as the same people in same job 20 yrs ago.

why? because corporate america does not treat it's employees well.. You can be "downsized", bought out, or be forced to pay more and more each year on your health insurance while wages stay the same.

and this is why I believe service levels are down in WDW as well as they are in every business.

and I also feel, as many other posters do, that people today want it all, the best and want to pay the least. Everyone feels it is their right to be totally compensated for every little thing.

Do I care if there is a dustball in the corner of a bedroom? absolutely not...
My idea of a great vacation is to be with my family and be in a place that makes us happy.

WDW provides that for us.....Most of my trips I have found a clean room with pleasant CM's. Once in a while we all encounter problems. But that is the way it is.

I remember one year we took my mom who was turning 70 to WDW. we were staying at BW..Paying rack rate for two rooms. (did not know about any unofficial websites) For some strange reason, power went out in all the world and we could not check in. Computers were down, people were stuck on rides,etc. etc.

I understood but all I asked for was a chair for my mom to sit in for we had been standing over an hour waiting to check in.
They would not oblige me.....I was told to try and find one ...Well obviously with 100 plus people in the lobby it was impossible to find a chair.
I couldn't understand why they could not bring out a few folding chair for their guests who were older, pregnant, or with small babies.

I actually wound up bringing mom back to our car so she could be comfortable..

I was furious and wrote Disney when we returned from our vacation. I never received a response or an apology.

Well, that was one time..
will be leaving in a week, where I will pay close attention to service levels and make final judgement

 

[3lilprincesses]

Wow! Interesting. I just have to say, why even spend time on this board if you have such issues with Disney resorts? Looking at your posts allof them are neg. in this regard. There are plenty of places to stay around Disney. There are no laws that say you have to stay there. People looking at the positive...hmmm....and Disney fans to boot. It seems they are in the right place, here on the board. Sure, some go to the extreme. So do some of the whiners and complainers. IMO, complaints belong in messages to those who can make a difference, not on a disney MB.

It was easier earlier to keep up the perfect rep. There were half as many hotel rooms at the time. The more you add, the more people to track etc. As far as quality for the cost, the price is set by the market. Disney will quit raising prices when people quit paying. It hasn't happened yet.

COULDN'T AGREE MORE!!!

 

[kjustice]

I just have to say the Walt would DROP DEAD if he was driving on I-4 and saw the casting center! That's discrete and behind the scenes wouldn't you say?

I think there are 2 issues: corporate money and guest attitudes.

No one has so far spoke of the great white elephant - Eisner. Cutting costs, firing imagineers and outsourcing might increase stock and make shareholders happy but for those of us who LOVE Disney and grew up there the changes are very noticeable. Someone mentioned the "renovations" in Tomorrowland and that's dead on. Instead of doing it the Disney-way and re-inventing something fantastic, they cheesed and made it cartoonish. It looks like a cheap add-on or some theatrical set (don't look to close!). Shortened Park hours (Epcot), less cast members, fewer amenities all leave us craving the good ole days (80's and before?).

The second problem, and not just at Disney, is the rude demanding inconsiderate public. Whenever I see someone complaining and making a scene I just cringe and say a little prayer for the poor recipient of the unecessary tirade. But do you know what happens? The squeaky wheel gets the grease. People that complain get their way and that encourages them to do it again and all others standing nearby within earshot. Maybe not this time, but maybe at their next visit when they have a "special" request.

One personal story - last year I was at WL Concierge for my husband's 40th. I had 8 rooms for 4 nights. The staff there was wonderful! I had made a special slideshow for my husband and the staff found me a conference room to use and helped surprise him! All of our requests were honored including dining reservations. (CRO was predictably a nightmare). And speaking of towel animals - we had so many! They encouraged us to take them home (all covered in sticker eyes) and when they were finally broken apart we had almost 100 washclothes!

Has service declined? Yes. Will I keep going back? Absolutely.

 

[Betsyt82]

Hi I agree with those who have stated that the level of expectations is out of wack with what is actually going to happen because of these types of boards. I agree that the population of today is different than that of 20 years ago in their level of expectations and rudeness.

What I can not understand is why the Disney company has seen fit to change their ways of maintaining the parks. Why is general maintenance not getting done in the overnights...IE no paint peeling ,miss matched colors, workers now working on maintenance in full view, or having unkempt bathrooms and such not being maintained during the day. It really does not make much sense to go from a fairy tale pristine look that can be maintained on a daily(or nightly) bases if you keep up on it. There is no reason in my opinion that you should not offer all the rides and shows and eateries all year around if your business is open all year around. That to me is just lame.

thank you

 

[disneyfan3]

To : Betsyt82........Amen to your post! I agree.
Instead of saying that disney guests are not getting what they are paying for we just blindly say..." I love disney, it doesn't matter how bad it gets...I am at wdw...how bad can it be?" Disney knows there are people that will spend oodles of money no matter what the conditions are and are taking us for fools. Why should they change anything when the parks are packed? At least I have memories of what disney used to be like and yes I will still go and have a good time. I agree with the other posts that said that there are a lot more people and hotels now than in the 70's and harder to manage. I guess that is true but I can't help but wonder if Walt were here....I think he would be able to keep it up.

 

[PatriciaH]

I think Central Florida in general is going to have to raise wages. $7 an hour for a front desk or concierge position is really a joke when you think about the amout of knowledge they need to have! Disney is very low staffed right now-having a HARD time hiring people. The other day I took my parents to Epcot. It was the first time for my mother, second for my dad. The Living With The Land boat ride had ONE CM working it. One CM going around and around folks-that is just wrong. If you can't get people working for you at $7 then you need to raise wages. Disney has a lot of extra perks for employees. They treat them well and full-time benefits are very good. It is the pay that is becoming a problem. I have never made $7 an hour-even in high school in the 80's!!!

 

[daannzzz]

I believe most everyone is correct. Most.
I believe that the service and maintenance and upkeep levels have all declined over the years due to "the bottom line" focus from Wall street as well as from the huge demand for employees WDW has on the Orlando area. I also believe that the cutomer expectations have climbed and , in general, they want it for less money with less hassle. There is a large feeling of entitlement that can cause real and preceived problems.
In general my stays at the resorts have been awesome. We have been to the All Star Music, All the moderate resorts, The YC, The AKL, the WL, The Polynesian, and the GF. We haven't had any problems. There were a few less enthusiastic CM's at the resorts but no one was ever rude. At the parks I have always been treated well to fantastic but I have viewed other situations that were not handled really well.
I can't imagine it is easy for Disney to manage a huge work force but I also feel that they should pay a bit more money to the CM's and focus more of the Themepark and resort revenues back into themselves.

 

[katallo]

This is an interesting thread. I have been visiting since 1972. My first stay was at the CR and even then the rates seemed to be for the upper middle class families. I can honestly say, that until the mid 80's, I never heard a CM complain. On our last visit in March, two waitstaff apologized for being so busy because they did away with bussers quite awhile ago.

As inflation moves on, so do the rates. So, I tend to disagree with "people expect more and want to pay less". Disney is a great place to vacation. We go every year, but I have to admit that is discouraging to see service levels decline. They definitely need to offer CM better salaries. I used to feel that when you entered WDW you were really in a magical place...forget your worries and experience childlike wonder...be pampered. I still enjoy our visits but I'd really like to see smiling staff return! I guess what I am trying to say is that I've never resented paying the rates, but I do expect a comparable level of service.

 

[minnie61650]

I agree. I have been going to WDW since 1983 and I am a Disney Vacation Club owner since 1996. Things have gone downhill in recent years. I still love going there, but, I no longer expect it to be the way it was years ago. I have a more relaxed attitude about it, but maybe I shouldn't. It is a VERY EXPENSIVE vacation and we should all expect good service. I understand Disney is a business and they have to make money, but I've stayed at other resorts across the country where I was treated much better.

Anyway, the truth is that Disney is a business that has cut back on it's quality in recent years. I still love it and enjoy my trips, but I'm afraid it will never be like it used to be. I have accepted that and I just make the most out of every trip and I try to enjoy every magical moment.

The truth is 9/11 happened.
Since 9/11 Disney has had to spend mega dollars on security.
If Disney did not have to hire all that security prices would be lower, they could hire more CMs, keep the parks cleaner and open longer
Other amusement parks and hotels don't require the security measures that Disney does. Every time the government raises the threat level more measures have to be taken and more money is diverted for that. We only see a small part of the security.Please people I know you may not want to think about it bit Disney was a target. That's why it's a no fly zone.
Will that keep me from returning from the "Happiest Place On Earth."
No way! We are bringing our 3 year old grandson (and his parents of course LOL) for his first Disney trip this October.
I agree there are issues with recent management.
I have been to Disney 14 times since it first opened 1971 and yes, some parts of Disney are showing age. I am very hopeful that with a new CEO and a 50 year celebration everything will look fresh and new. I know we will have a wonderful time. Things don't have to be perfect. There's something about Disney that is just magical every time I go.
Linda
only 112 more days