Is Disney at fault for disappointment?

[joannamet]

Funny coincidence. .. i logged out of this thread to check my Facebook feed and had a video posted by Disney an hour ago.

Top Ways to Make Memories at Walt Disney World Resort. 1 was strategize before you go. 2 was plan culinary events.

This was just a short animated video. It went into no detail at all but nonetheless, it is reflective of Disney's effort to communicate the necessity of planning. If you have booked a vacay and are following Disney on Facebook, you are reminded yet again to plan ahead.

 

[NYHeel]

That may be true of Hersheypark, but the experiences at Hershey's Chocolate World do sell out during busy times and you have to plan in advance if you want to make your own chocolate bar or do a tasting. Likewise with Corning Museum of Glass...if you want to make something in their studio it is a good idea to book in advance, especially if it is a special seasonal item, otherwise you could be out of luck.

I don't think booking for experiences in advance is something super unusual. Not that I like it, I prefer some spontaneity and I miss the days at Disney when we literally had a button on it with a spinner that we bought at a WDW gift shop and would use it to choose which park we were going to that day.

But the experiences at Chocolate World are totally separate from the theme park and not included in the admission ticket. I don't know of any other amusement/theme park besides Disney that requires/strongly recommends reservations for attractions that are included in the admission ticket. I think Disney is on their own here.

 

[kathy884]

I'm concerned about this for my own extended family who are going down for Thanksgiving week. They will be offsite, won't do Disney dining except counter service, so ADRs are not an issue. They will do rope drop and use a touring plan so that's good. But they will not be buying tickets in advance, so won't have any FP+ reservations. I think this will be a disadvantage to them. My son will be joining them too, but he needs to go with the flow they are doing, so we aren't doing any of the planning. One of the relatives too is part time seasonal at Disney too with another full time theatre job in Orlando, so I think they want to do a wait and see too in case he's off and can go with them and maybe get some freebie admissions too (my 21 year old nephew). // All in all I'm concerned that the longer lines at Disney will not be a positive. They are doing SeaWorld too, and I'm not worried about that, as rope drop and a show schedule is about all you need for a great day and busy times aren't as bad there as let's say the MK. They also enjoy resort days, and I'm sure those will be a success.

They didn't even know about FP+ except for my telling them. But they are savvy travelers, and I feel except for mentioning it's time for me to back off. I just told DS 20 that he just needs to go with the flow on this one -- just be happy to get the extra trip and see all of them. He usually only likes to do about seven things in any Disney park too, so that's helpful. But really he's only up for maybe one, one hour line in any given day which may mean not even getting to his seven favorites at Disney parks. He's just there the busy time -- Wednesday, Thanksgiving, and Black Friday -- busy days. I think Thanksgiving will be SeaWorld, though, and that should work out well.

 

[jacknsally19]

I certainly enjoy my time at WDW because I have been going my whole life and know how to plan it. I also don't stress too much if I miss something because I will be going back.

That being said, I have many friends that have come to me stressed out because they don't understand it all - particularly people that are staying offsite. I am sure that there are plenty of people that don't know a Disney expert (aka excessive visitor) that can point them in the right direction. I think that long term that stressful experience hurts WDW. Disney clearly values customer service - it's why they are a trusted and valued brand. I really think that if they receive enough negative feedback they will respond accordingly.

 

[DaniMoon]

I have gone from being excited to share my advice to now dreading being asked. A friend is going on her first trip soon. No ADRs planned because she can't make them because she's not on the dining plan, and no idea what rides we want, so no FPs. *throws hands in the air*

 

[SmithSmith]

I have gone from being excited to share my advice to now dreading being asked. A friend is going on her first trip soon. No ADRs planned because she can't make them because she's not on the dining plan, and no idea what rides we want, so no FPs. *throws hands in the air*

Why does she think a dining plan is necessary to make ADR's?

 

[crostorfer]

My best advice for people who love spontaneity and don't believe in vacation planning: Don't go to Orlando. Period. Plain and simple. Disneyland will suit you much better.

 

[DaniMoon]

Why does she think a dining plan is necessary to make ADR's?

Not sure? I been after her to make ADRs since she decided to book (which was after the 180 day mark). Every time I mentioned it after that she would just say, the dining plan isn't worth it for her daughter. I explained that the plan had nothing to do with reservations, but I don't think she "heard" me.

 

[chicagogrl]

My friend just recently went. Nothing planned. No fast passes. They enjoyed their trip. They just went when they were ready in the morning. Their expectations were simple. They did go on Soarin ... They left the park early too. They didn't know there was illuminations! Had a great time!

I am a planner with any trip we go on. I check our restaurants, places to go. I kind of like it.

Enjoyed every moment of our trip! Loved our room, loved going on rides with my husband, nice good food and entertainment!

 

[Mkrop]

I blame both...I blame WDW because the place has become too complicated and no I dont think they inform you well if people are saying they got their info packets after their windows. And in today's world no one wants to call, they want it right there when they book. My DH is actually quite the planner, he planned an entire trip up the coast of CA, places to eat, whale watches etc in less time than it takes to plan a WDW vacation. But my DH has no patience to read all these sites, he is just like your average planner. I am the obsessive reader of other sources. He will go to the WDW website and find something out and then consult me...like taking the 3 FPs offered and then tweaking them for your times. It doesnt say you can do that on the MDE. DH said it should be a drop down menu with the times left and the quantity, and I agree. Very few vacation spots charge you for a possible no show fee for dining. They want you to have flexibility and this fee squashes that. No family should have to stop say having fun in the pool to go to a dinner, and if they cancel they should not be charged, not this 24 hour thing. Or if it is thunderstorm I should not have to worry about a fee so I can make a dinner somewhere. I should just be able to cancel. And they have made it a place that one cant book a last minute trip if they dont know what they are doing. And WDW is unique as most places you can get into the restaurants of the hotel you are staying in, they cater to those guests, not at WDW, so that is unique for them and most people dont understand that if they are staying at the Poly why they cant eat there when they arrive.

I have had numerous friends who have asked for my help but I am going to highlight the most recent 3, all very smart ladies, who wanted to take their families to WDW for a fun vacation.

A called and asked for my help...we met at Panera, and over some danish, I walked her through planning a trip, talked about hotels, talked about MBs, ADRs, FPs, F&W etc. She bought the Unofficial Guide and was completely ready when the windows for each opened up. They had a fabulous time. She started at the 7month mark.

C is my SIL's sister. She mentions at a family gathering that she just booked a trip in Jan for President's Day week staying at CBR. I asked without trying to freak her out. if she was able to get any ADRs and FPs, she didnt even know what they were. She just thought her kid had off, let's go have fun. I explained some things briefly and let it go. She then went home and tried to play around and was unable to book anything. She then called me and said she moved the trip to May, what did I think. I told her that would probably be better but anything under 6 mos would be a challenge. She said ok. Then I see her at the end of March and the bachelorette party, I asked her if she is getting excited. She said she still hasnt done anything. She has been too busy and will get around to it. I could tell I wasir not getting through to her. She finally messaged me when we got home from the party and asked for my help. She was extremely upset about not getting into Chef Mickey as all her son's friends had talked about it. I reminded her that people started booking at 6 months. She still could not believe that people plan that far out. I told her if their goal was to see Mickey then she could book other places, they wound up at Tusker House and loved it. But I see this all the time, people thinking there is only one place or that is the best so they have to go there. Then it was FPs, she could not believe how cumbersome the MDE was to make FPs and was glad for the tips I gave her bc none of WDW's selections were things they wanted to do. They had a good time, she wished she had planned more and knew more. She was just too busy and thought it would be like any amusement park, walk in grab a map and go.

L, I am not sure if her family will ever get to WDW bc even though she went as a young adult this was prior to FPs and she wants no part of being tied down to anything, that is not her personality. I have tried selling it in a manner that can work for her, we have been friends for over 30 years, I know her. But besides booking a date, she wants to be able to go with the flow, I told her that could be possible and maybe just schedule a few things, but the minute I say she might not be able to walk up to a restaurant and eat she wants no parts of it.

My point in highlighting these 3 different viewpoints is that WDW should be able to accommodate all kinds of guests and I think with many of the recent changes, FP+, cancellation fees etc, it makes it more daunting or makes the possibility of disappointment that much greater.

 

[smiths02]

Thinking about this today, I have to wonder...how many people are disappointed? Or disappointed to the point that they have a bad vacation?

As I shared previously, our first trip was a spur of the moment "You made it back from Iraq, we're going to Disneyworld." I think I must have done a little online research to know there were 4 parks, so we would stay 4 nights (and I think the military tickets were 5 days so it made sense) and I found out about AKL somehow. I also found out about CRT. I called 2-3 weeks ahead of time, did the 4 nights at AKL and asked about CRT, no reservations. The phone CM did help me make ADRs for Crystal Palace, Sci Fi, and Boma. Was I disappointed that I couldn't get CRT? Sure, but we were hooked and have been 3 times since then and have two more trips in the works. The point is that Disney has A LOT to do, I think it is mostly us uber planners who are crying and cancelling our trips because we didn't get BOG at 6 pm for our party of 12. Seriously, it's not like if you can't eat crappy buffet food at Chef Mickey that you won't meet Mickey Mouse in the parks.

I planned and we did some great stuff on our last trip, but honestly, my kids had a great time sitting in the Tiki Room 3 times and eating pineapple and Dole Whips. The best character interaction was meeting Jake and Sofia (waited 10-15 minutes for each, no FP+ or ADR required). They loved being at the hotel...pool, arcade, watching Disney shows...no ADRs or FP required. I think a first timer family can have a lot of fun just showing up.

My supervisor got a "free" trip over Spring Break 2013. Her parents have a timeshare and offered it to her. She had been to WDW once a few years before, and she was planning a trip for her kids in the next year or so, but the free timeshare and her parents offering to buy them tickets convinced her that she should just go then. She *knew* it would be chaotic, but her family had so much fun.

Ultimately, though, whether or not Disney is responsible, Disney will feel the effect of disappointment. However, it appears as if there are enough people who do plan to fill the hotels, restaurants, and FP rides. Enough people seem to be having a good time.

 

[sharona]

Disappointment occurs when the experience doesn't meet expectations. So, did the experience fall short, or were the expectations not appropriately set? One might be Disney's fault, but, more likely, it's all on the individual.

While I think it is on the guest to have a clue before arriving, Disney is also at fault for both the experience and the expectations. They set expectations every day with their ads showing Susie and Johnny running up to hug Cinderella or high fiving Goofy. Videos of families laughing and smiling while they walk through a relatively uncrowded park add to the misconception. Of course they would not advertise the reality. Can you imagine a commercial showing little Jane whining about having to go potty while Mom and Dad try to distract her during a 90 minute wait for A&E?

I just don't understand people who pay THAT much money on a trip and then do no research. I'm not even talking about the planning that we often do around here, but a simple Google search and a little reading. One would easily find all the information on FP+ and ADRs.

Agree 100%. Even if you don't want to make plans in advance, at least know the consequences of that and be willing to own them.

 

[Nancyg56]

I wanted to add that there are people who just cannot accept that because they are Disney Vets...with their last trip being at least three years ago, that things may have changed. My husbands coworker is planning a February trip, They will stay in FW, and will plan around the Daytona 500. No, they have not booked a thing yet. SO I said, at least think about dining, and if there are places you want to eat, you will need to book in advance. No...we have never done that before, its fine. Okay. I am fussy about making sure we have our ADR's but not everyone is, so I get it. They will buy their tickets when they get there. NO!!!!!!!!!!!!!!!!!!!!!! You need to book FP 60 days out if you are going during a vacation. No. 3 years ago they bought their tickets at the gate, picked up their magic bands ( i had told then we had MB,) at guest services and their passes were all set. You sure? Yes. Okay then. Have fun!

A cousin was taking her family in October. I asked if they had made ADR's and she said no. They did not want to make plans. They were staying at WL, but that was all she wanted to commit to. October is not empty any more. You want to think about FP for some attractions or maybe one or two restaurants? Nope. WE will eat.

Now I am as about a relaxed planner as there is. WE never get worked up over much, and as long as I know what park we are headed to and where we will eat, I know we are golden. I get that a lot of people are even more relaxed, but what I have found is that there is a group of folks who do not get that knowledge that is over 3 years old may no be current. What worked before may not now. If they have fun, that's great. But if not...they have no one to blame but themselves.

 

[Red1116]

I am all on the side of this is not Disney's fault and if you don't want a WDW vacation (and all that entails) then don't take one. If I don't want to go through the tedious process of getting passports for my entire family, I don't go on international vacations and I can't blame anyone but me. However, I think Disney could consider doing a couple of things different. For instance, just maybe, the guests that are staying at a Deluxe Resort and paying for their dining plan SHOULD have some priority in ADR's and FP selection. Don't hate me, I stay at Value Resorts and get Free Dining and if Disney told me that I get second or third pick, I would understand. It might even encourage me to consider higher level resorts. Also, if Disney expects me to have a real good idea of what my day will look like in 60 days or even 180 days, they should be able to let us know about important refurbishments in that same time frame.

 

[Chelle's Belles]

I see a couple of things going on here:

1. People who expected to just "show up" at Disney, wander around and have an amazing time have generally always been disappointed unless they happened to luck into an incredibly low-crowds week. I feel like this has been the case for at least 10 years.
2. What I seem to be noticing now (and what concerns me) is that it seems that people who are in the know and are hip to the planning strategies are having a disappointing experience more often than they used to the past.

Personally when I hear people way "We'll never go back," I make a sympathetic noise, but inside I'm like "SCORE!!" It's vacation-planning Darwinism.

 

[smiths02]

I see a couple of things going on here:

1. People who expected to just "show up" at Disney, wander around and have an amazing time have generally always been disappointed unless they happened to luck into an incredibly low-crowds week. I feel like this has been the case for at least 10 years.
2. What I seem to be noticing now (and what concerns me) is that it seems that people who are in the know and are hip to the planning strategies are having a disappointing experience more often than they used to the past.

Personally when I hear people way "We'll never go back," I make a sympathetic noise, but inside I'm like "SCORE!!" It's vacation-planning Darwinism.

I just don't think your #1 is true, but I'm sure Disney has the surveys and profit levels to show if it is true or not.

I did plan our last vacation, in June, not a low crowd time, and I can tell you honestly that we would have had a really good time without any of our FP+ or ADRs. Like I said, fun at the hotel, low level attractions (HM, Tiki Room, Living with the Land) that we did NOT need FP+ for and didn't wait more than a few minutes for. A few character meets in the parks that we didn't need FP+ for (or could have made same day). And my kids would eat chicken nuggets and fries every meal every day for a week and be happy.

 

[momimouse27]

I tend to think that is more on the guest than on Disney. I think it can only be Disney fault if it's a customer service issue or if the guest doesn't like the product(parks, rides, etc)

I remember when my husband and I were going to London for a week. I spent months planning, researching, and buying guide books. I was fully prepared. I know that's already my personality, but I couldn't imagine going on a trip I spent that much money on (especially one out of the country) without proper planning.

 

[lugnut33]

Funny coincidence. .. i logged out of this thread to check my Facebook feed and had a video posted by Disney an hour ago.

Top Ways to Make Memories at Walt Disney World Resort. 1 was strategize before you go. 2 was plan culinary events.

This was just a short animated video. It went into no detail at all but nonetheless, it is reflective of Disney's effort to communicate the necessity of planning. If you have booked a vacay and are following Disney on Facebook, you are reminded yet again to plan ahead.

Yeah, but how much is too much planning?

 

[lugnut33]

My best advice for people who love spontaneity and don't believe in vacation planning: Don't go to Orlando. Period. Plain and simple. Disneyland will suit you much better.

FP+ will be coming to Disneyland sooner than later. Tests have begun. Disney didn't spend 2 billion dollars on a system for one park only

 

[SaintsManiac]

I don't think anyone expects a meal at 6 pm or to walk on in every ride. 90% of their CS is junk and yeah so are other theme parks but people don't stay a week in any other theme park. The junk food was one of our biggest disappointments. The rides I think they need to build more stuff at a faster pace and build actual rides not "experiences" so not everyone wants to ride the same ride all day long.

Not sure where you ate, but the good CS far outweighs the bad.