Is Disney at fault for disappointment?

[lizzi6692]

I think a big chunk of the fault is on the guest but some does go to Disney. The thing is, I don't necessarily think that's such a horrible thing. While I think Disney is a magical place and can't wait for my vacation next month, one of the reasons I love it so much is because I happen to fall into their target market. And while Disney has a much larger target market than most people, they don't need to please everyone even if that was a feasible goal. They have guests who come from all over the world and they have a large group of people who have come to Disney in the past and who will keep coming back for a long time. It doesn't matter if there are people who only come once and never come back because there will always be someone to take their place. In fact I think Disney has reached a point where it's almost too crowded at certain times which is why they are making changes to even out things a bit, like the huge increase in AP prices.

 

[cjparker0110]

i know that most of us on Dis are uber planners.. However we are in the minority..
I have read many reports of friends and family of dis board member being VERY disappointed with there recent trips to WDW.. (Including my very own sister-in-law)

Upon their returning we all seem to hear "I'm never going back" And we always ask why... (Really should stop that)
A lot of the problems tend to stem from not doing research, trusting the TA or disney to much in making the right choice for your family, and not knowing that having ADR and FP+ are key.
But the biggest thing I've heard lately is "I didn't know I NEEDED those, I thought they were just options"

Could it be that disney is NOT expressing the importance of "NEEDING" ADR & FP+?
Many people who plan there WDW vacations still feel They can Walk right up the cinderella table and get a table, crowds will be minimal, and\Or will have limited wait for most rides.
One report on read on here made a good point,
- NO where on the site does it says "book your cinderella table ADR for 8 now, cause when you get to to the parks it will almost impossible to get a table"


So is disney at fault for not experssing the NEED for these or is the guest at fault for not doing there research or asking the right questions?

I have not read through the bajillion responses so what I am about to say may have already been said.

I've been to WDW many times in my life (80s/90s0/00s) and will be going for the first time with my wife and kids in 17!! For me, I have seen WDW grow (MK was the only park on my first trip) and I have seen the packages and tickets change (remember golden key cards?). For me, i know WDW is a complex resort consisting of 4 main parks, 2 water parks, and TONS of recreational activities including, but not limited to, golf, horseback riding, sailing, motor-boating, etc.

When I talked to my wife about WDW and started looking at cost, she freaked a bit. She wondered how on earth it could cost so much to go to an amusement park. After all, we can go to Valley Fair here in MN for less than $200 with all of our kids (we have 4). What she didn't know was that WDW was more than "an amusement park."

I believe this is a common problem. MOST first time visitors think of WDW as the Magic Kingdom. Some are aware of Epcot. I think it breaks down from there. I think a lot of people don't quite realize that there are two more full parks and two water parks, let alone every other activity that can be done. To tell them they need to make ADRs and FP+ reservations doesn't cover it because they don't even get that it could be so vast!

That said, one of the problems I see is a lack of planning...and that is not the fault of WDW. If someone were planning a vacation to Italy, I am sure they would talk to more than just a TA. They would go online and research what places are cool to visit. They would buy a book (or 2 or 3) about the touring the country. They would go online and look at message boards for traveling to see if they can find tips.

In fact, it doesn't even have to be a foreign country. It could be a trip to D.C. If someone wants to visit the capital, they are likely to buy a guide book and make plans for what to visit. They would check out times and make reservations to eat in the amazing restaurants there. And I bet they would make sure they book a hotel along the metro so they don't have to deal with the insane traffic in the area. If they didn't make plans and just showed up, they would probably be extremely disappointed after spending 45 minutes trying to go around the block because they were in the wrong lane trying to get to Arlington National Cemetery. (Happened to me, and I knew what I was doing...can't imagine a first timer).

That said, if you a booking a vacation you should do research. Disney has the information available to you on their site. And there are plenty of guide books as well as other websites in which to do research. The lack of knowledge is not the fault of the company but that of the person who is spending a couple (or several) thousand dollars on a trip and not looking fully into what they are spending their money on! I can't imagine doing that.

 

[bsj1701]

Why? Because in the last few years we have seen a shift from keeping repeat costumers happy to getting every cent from those "once in life timers" .

Agreed!

 

[lugnut33]

The solution is simple. Don't go there. If you are disappointed in the place, for goodness sake don't continue forking money over to them.

One DVC contract is sold, the other is still for sale. Money where my mouth is.

 

[Mkrop]

another thing that can cause disappointment that I think WDW is to blame, is now creating an atmosphere of inflexibility, most people do not want that on vacation. There is a thread on here right now about someone wanting to switch their park days around and they cant bc they would lose their ADR and their FPs. Guests should be able to switch up their plans either out of necessity or just bc it is vacation and they want to do x vs y.

 

[mickeymom629]

I have not read through the bajillion responses so what I am about to say may have already been said.

I've been to WDW many times in my life (80s/90s0/00s) and will be going for the first time with my wife and kids in 17!! For me, I have seen WDW grow (MK was the only park on my first trip) and I have seen the packages and tickets change (remember golden key cards?). For me, i know WDW is a complex resort consisting of 4 main parks, 2 water parks, and TONS of recreational activities including, but not limited to, golf, horseback riding, sailing, motor-boating, etc.

When I talked to my wife about WDW and started looking at cost, she freaked a bit. She wondered how on earth it could cost so much to go to an amusement park. After all, we can go to Valley Fair here in MN for less than $200 with all of our kids (we have 4). What she didn't know was that WDW was more than "an amusement park."

I believe this is a common problem. MOST first time visitors think of WDW as the Magic Kingdom. Some are aware of Epcot. I think it breaks down from there. I think a lot of people don't quite realize that there are two more full parks and two water parks, let alone every other activity that can be done. To tell them they need to make ADRs and FP+ reservations doesn't cover it because they don't even get that it could be so vast!

That said, one of the problems I see is a lack of planning...and that is not the fault of WDW. If someone were planning a vacation to Italy, I am sure they would talk to more than just a TA. They would go online and research what places are cool to visit. They would buy a book (or 2 or 3) about the touring the country. They would go online and look at message boards for traveling to see if they can find tips.

In fact, it doesn't even have to be a foreign country. It could be a trip to D.C. If someone wants to visit the capital, they are likely to buy a guide book and make plans for what to visit. They would check out times and make reservations to eat in the amazing restaurants there. And I bet they would make sure they book a hotel along the metro so they don't have to deal with the insane traffic in the area. If they didn't make plans and just showed up, they would probably be extremely disappointed after spending 45 minutes trying to go around the block because they were in the wrong lane trying to get to Arlington National Cemetery. (Happened to me, and I knew what I was doing...can't imagine a first timer).

That said, if you a booking a vacation you should do research. Disney has the information available to you on their site. And there are plenty of guide books as well as other websites in which to do research. The lack of knowledge is not the fault of the company but that of the person who is spending a couple (or several) thousand dollars on a trip and not looking fully into what they are spending their money on! I can't imagine doing that.

I totally agree, and I have read everyone's responses on this thread. WDW is a resort, with many activities/dining possibilities/places to stay. You don't even need to go to the parks to enjoy yourself. I would never plan a trip to anywhere just from watching a commercial and think that I can see/do what is advertised without doing research and planning.

 

[dlavender]

She told me she didn't have as much fun during our trip in April because I was constantly on my phone trying to check wait times, find fast pass kiosks, and see what fast passes were available after we had used our 3. It was a real wake up call for me. I need to be more present for her. And I think we need a new vacation venue (or I need to be more willing to go old school, without the technology, and embrace the long lines ahead).

If it puts you at ease any, we were there 10/17, which had a revised 9 crowd level. It was a last minute trip that we planned 2 weeks out. As far as rides go, we got FP's for Space, Buzz, and Dumbo. Not great (except for Space). However, we rope dropped, and got it all in. Didn't even feel the crowd really except for at the 9 PM MSEP and Wishes. If you RD, you can get it all in. No need to continue to check your phone or get a 4th or 5th FP.

 

[tup1830]

Interesting...to put in a different view...

- Purchase a ticket in business class on a nice airline
- Cabin is sold out now...before it used to be only 3/4 full

Experience:
- Line for checkin is longer
- No chairs/sofa in the lounge because of more people
- Bigger line to get on the plane
- Louder cabin because of more people
- Less personal attention because higher passenger to attendant ratio

Who's the blame?
if the food sucks, its the airlines fault
If the service sucks, as long as the guest is getting what was promised (maybe less than what was given previously) its the guests expectation
airport experience is both...the lounge should have enough seats to cover all passengers invited to the lounge...but the lines are not the airlines fault...can't blame them to sell every seat.

The underlying blame is on expectation.
Two solutions:
1. lower expectation from guest
2. increase service standards from company to sustain high expectation

I think disney is going with choice 1.

 

[alopez926]

If it puts you at ease any, we were there 10/17, which had a revised 9 crowd level. It was a last minute trip that we planned 2 weeks out. As far as rides go, we got FP's for Space, Buzz, and Dumbo. Not great (except for Space). However, we rope dropped, and got it all in. Didn't even feel the crowd really except for at the 9 PM MSEP and Wishes. If you RD, you can get it all in. No need to continue to check your phone or get a 4th or 5th FP.

Thanks! We will RD on our 2nd MK day (last day of our trip) and I'm sure we will get a lot done. Our first day at MK (our arrival day) is a non-party day and will be mobbed--we won't get there before 4PM which i guess is sort of a blessing. We are going on that day because brother and his family are first-timers and they would like to see MSEP and Wishes. They are also leaving at 11:30AM on our 2nd MK day (they decided to cut their trip short by a day) so that put a little more pressure on us being able to get stuff done on our 1st MK day. But oh well. I have resigned myself and appropriately lowered my expectations on what we will be able to get done on the first day. I'm sure we will still have a great time because they are all seeing it for the first time. Extreme crowds freak me out but I'll take one for the team. This may be a one and done for them and I want them to have a wonderful time despite the crowds. I created a touring plan for Day 1 which I hope will help cut down on the phone checking a bit.

 

[bfost87]

i know that most of us on Dis are uber planners.. However we are in the minority..
I have read many reports of friends and family of dis board member being VERY disappointed with there recent trips to WDW.. (Including my very own sister-in-law)

Upon their returning we all seem to hear "I'm never going back" And we always ask why... (Really should stop that)
A lot of the problems tend to stem from not doing research, trusting the TA or disney to much in making the right choice for your family, and not knowing that having ADR and FP+ are key.
But the biggest thing I've heard lately is "I didn't know I NEEDED those, I thought they were just options"

Could it be that disney is NOT expressing the importance of "NEEDING" ADR & FP+?
Many people who plan there WDW vacations still feel They can Walk right up the cinderella table and get a table, crowds will be minimal, and\Or will have limited wait for most rides.
One report on read on here made a good point,
- NO where on the site does it says "book your cinderella table ADR for 8 now, cause when you get to to the parks it will almost impossible to get a table"


So is disney at fault for not experssing the NEED for these or is the guest at fault for not doing there research or asking the right questions?

It's not Disney's fault at all. It's called demand and that's how the world works. Can I get angry at Best Buy if I go to buy a PS4 on launch day, but I just stroll up at 3pm to find out they sold out? YOU SOLD OUT?! BUT I DIDN'T KNOW YOU WOULD SELL OUT! FIX THIS!.....

 

[Momtomouselover]

I have frequently heard the adage that a business should undersell or under promise and over deliver. I think WDW at busy times, which is more and more frequent, doesn't do this well.. The commercials and the promises set the expectations very high. Add to this the focus on early planning, scheduling, etc. and them the customer expects it all to go smoothly and deliver and many times it doesn't. As someone that goes back frequently I just sort of expect it. Rides may break down, dinner reservations may be running late, room might not be ready, MBs may need tweaked, ride lines could get long, etc. and if you are high strung, if this is your "once in a lifetime" trip or once every few years, if you had to really stretch the budget, etc. then these things take on a greater importance. I also think as the price tag of a trip goes up that these things begin to be more unforgivable.

 

[china mom]

I echo the comments of those who say hat if a person uses a TA then the TA has a lot of responsibility for a failed vacation (assuming that the TA didn't do their job rather than the client ignoring them).

But, I also think that there is a lot of worry and pressure about staying up until midnight to do all of your FP. I have taken trip where I literally made my hotel reservation as I boarded the planed (flying standby and didn't want to book until I knew I was getting a ride). I have never had a problem getting FP for all except the absolute most coveted rides (7DM, A&E). In fact, this thread made me get off my butt and order my children's APs and then good FP for our upcoming trip in 17 days. I scored 7DMT passes for the middle of the day on Wed 11/11 (veterans day).

I think that some people will be disappointed no matter how magical the vacation and some will be happy no matter what happens. Happiness comes from within.

 

[maxiesmom]

another thing that can cause disappointment that I think WDW is to blame, is now creating an atmosphere of inflexibility, most people do not want that on vacation. There is a thread on here right now about someone wanting to switch their park days around and they cant bc they would lose their ADR and their FPs. Guests should be able to switch up their plans either out of necessity or just bc it is vacation and they want to do x vs y.

I can't blame Disney for not being flexible with ADRs and FPs. Both are limited in number for specific times slots. No way can Disney have it so we can all walk into any restaurant we want right when we want. Or get on any ride right when we want. That is not realistic. Having to chose between 2 things you want is a part of life. Just like I can be a size 6 or I can eat whatever I want, but I can't have both.

 

[MarieKat]

People need to do their homework. I think a lot of people have outdated expectations and they get there and it isn't what it was like when they were kids. Do your homework, do your planning and it can go very smoothly. Also manage your expectations and be ready to be flexible!

I agree that TAs need to be more proactive about helping people understand what they can expect. It takes time to plan a Disney vacation, more so than people might realize. Planning my first trip was like a part time job for 7 months. And our trip was great, because I did all that work. It's not like going to your local theme park. It's a world unto itself!

 

[Mkrop]

I can't blame Disney for not being flexible with ADRs and FPs. Both are limited in number for specific times slots. No way can Disney have it so we can all walk into any restaurant we want right when we want. Or get on any ride right when we want. That is not realistic. Having to chose between 2 things you want is a part of life. Just like I can be a size 6 or I can eat whatever I want, but I can't have both.

Actually I know many size 6s who can do just that...I am not one of them lol

The way dining was before this stupid cancellation fee gave flexibility. Kids are having a great time at the pool we dont want to leave and get ready to hike it all the way to Epcot for Via Napoli, we can cancel, no problem...now they want to cancel they are getting slapped with a fee. Who wants to pull the kiddos away from having a great time on vacation. Now charge for a true no show but they have the app, let people cancel and they can take a walkup.

We had a visit once that was brutally cold at the beg of the trip. This was pre FP+, we rearranged our trip so we could go to AK later in the week when it got warmer since most of it is outside, now in the FP+ days that would be tough to do, or at least our experience of FP+ is not being able to change our FPs for the headliners once you have them...once again making things inflexible when you are on vacation.

 

[Claudia1]

I feel I must add that I answered the question asked but also understand that I am responsible for my own vacation. Yes, I know there will be problems. There always have been! However the problems these days can cause a domino effect that can take away some magic.

Personally, I still feel like I'm having growing pains even after 6 trips with MDE, new ADR policies, FP+, etc.... Pre-planning is a must and that leads to great expectations. It's those expectations that I need to learn to manage.

 

[maxiesmom]

I don't think the cancellation fee is stupid at all. For me it has been much easier to get ADRs for those coveted restaurants than it was before the fee was imposed. It does tie you down if you choose to make ADRs, for sure. But I am happy that the fee seems to have done it's job---keep ADRs more available for those who really want them.

 

[alopez926]

Oh, the irony. I love the implication that it is the guest's inflexibility that causes the disappointment when they want to change their plans due to circumstances beyond their control but can't without losing all of the fast passes and ADRs they've set up. And I'm not even talking about making changes day of...I'm talking one to two months out. I am willing to be flexible. I certainly can make changes to my schedule--go to different parks on different days, make new ADRs--but not without completely giving up many of the things that will make my trip more enjoyable for me and my family. The combination of Disney's popularity and it's crazy infrastructure has taken that away. That's a real disappointment, particularly since it didn't used to be that way. And I certainly haven't gotten "everything I wanted" in terms of ADRs or FP+, even now, so I feel like I've already been flexible in making concessions that things I would like to do will not be possible this trip.

Disney has every right to pack their parks and maximize profits. But I don't have to love what it has done to my experience.

 

[Mkrop]

I don't think the cancellation fee is stupid at all. For me it has been much easier to get ADRs for those coveted restaurants than it was before the fee was imposed. It does tie you down if you choose to make ADRs, for sure. But I am happy that the fee seems to have done it's job---keep ADRs more available for those who really want them.

I dont see that at all...I still think people are hoarding and then cancelling closer to the trip or the day before. I see people all the time not being able to get in places. And we did not get our first choices for our upcoming trip but we are ok with that.

But there are people who seem to be able to change their FPs on the fly too with no issues and we have had absolutely NO luck doing that for anything we enjoy.

So once again no flexibility imho when before you could change where you wanted to eat and you could decide what park that morning depending on mood, weather etc, NOW not so much, unless you want all your planning and hard work, late nights etc to go to waste

 

[maxiesmom]

Oh, the irony. I love the implication that it is the guest's inflexibility that causes the disappointment when they want to change their plans due to circumstances beyond their control but can't without losing all of the fast passes and ADRs they've set up. And I'm not even talking about making changes day of...I'm talking one to two months out. I am willing to be flexible. I certainly can make changes to my schedule--go to different parks on different days, make new ADRs--but not without completely giving up many of the things that will make my trip more enjoyable for me and my family. The combination of Disney's popularity and it's crazy infrastructure has taken that away. That's a real disappointment, particularly since it didn't used to be that way. And I certainly haven't gotten "everything I wanted" in terms of ADRs or FP+, even now, so I feel like I've already been flexible in making concessions that things I would like to do will not be possible this trip.

Disney has every right to pack their parks and maximize profits. But I don't have to love what it has done to my experience.

I'm not saying it is the guest's fault or that they shouldn't be disappointed. But I get the impression that some feel as if they are trapped and have no choices, and that is not true.