Is Disney at fault for disappointment?

[Mkrop]

For us it is a big deal. We are probably not the norm but if I told my family (most DH) that dinner was at a quick service place, I would have a revolt on my hands and a call for a taxi to eat off property. It is our habit to sit down for a relaxing meal at the end of the day, which is part of the reason I panicked when I saw we were shut out of nearly every table service restaurant. Since then, I have been able to book evening meals and will continue to try for better choices.

For us it is a big deal as well, when DH first discovered that he didnt have to stand in some line to meet a character, he could do that AND eat too, he was sold and we rarely stand in line for characters. We also just enjoy sitting down and getting out of the hustle and bustle

Back on topic...what are people expecting? People that I know who don't know Disney are expecting to suffer it for their kids. They are expecting to wait in lines in heat to ride some rides, meet Mickey Mouse, and maybe eat with a character (from the commercials), and eat fast food meals. In other words, I think most people I know who have no experience really expect something like Six Flags.
Disney delivers magic better than Six Flags even with no planning.

The people I know are expecting it to be like Six Flags or Hershey Park where they can just show up and do their thing BUT they are also expecting the commercials/TV shows etc that show all of this attention showered all over you. They expect superior customer service as that is/was the Disney model. Most still give that quality of service but it has declined some. They also are not expecting to have to book so far ahead, most people I know want to book a few moths ahead, not 6 months.

 

[Claudia1]

Let me preface this by saying I haven't had the time to read all of the comments, so this may be a duplicate.

Yes, I think they are partly at fault however we live in an entitlement society where we assume that hard work=big pay off.

We plan and plan and plan then stay up until midnight to make ADRs 180 days out and FP+s 60 days out. MDE glitches and we are justifiably upset. 3 yrs ago, pre-planning was completely different and less stressful. Now, we spend hours and hours trying to maximize the ever increasing costs. After all of that, MDE on the fly at WDW can still go down and you have to stand in line for a 4th FP+.

After all of that, we have invested more than money. We have invested time into a system that is supposed to work in our favor but it may not. I know that many have glitch-free vacations. However, many do not and that takes away from the magic of walking thru the parks, eating a great meal when you want, and getting FPs on the fly. After all of our investments, we are ticked off when a problem occurs because it jolts out of the fantasy of the magic. What was designed to keep us in the fantasy takes us temporarily out of it.

I understand that the new system is supposed to make our vacations easier. If it worked as it should, it would make it easier. However, I think guests feel more entitled to their own piece of the fantasy because they have paid for it with more than money.

Just my 2cents

 

[lugnut33]

I hate the term "entitlement society". I haven't been out of work my entire life and I expect an outstanding product with how much Disney is charging. I guess that makes me one of the jerks though because I'm not willing to just blindly look the other way at the price increases, cuts in service, and the low wages that Disney pays its workers.

 

[Lorilais_mommie]

Certainly understandable.

Personally, I often find that it's more relaxing having meals with kids in a fast food/quick service environment than with table service at a "real" restaurant. When I'm with my kids, I like having all of our food at once and being able to get stuff myself as opposed to dealing with the whole waiter song and dance.

My family is just the opposite..
We find the CS VERY crowed and tables are so close to together (MK is the worst!)
Not one time have I had a meal at pecos or starlight that I have a not been bummed repeatedly!
And don't get me started on Pinocchios!


My youngest deals sensory and we find that having a little more time out the crowds is a must. So we normally plan 2 TS a day (breakfast 8ish and dinner 5ish ) and grab a small meal/snack in the afternoon..
The only CS we even consider walking into with youngest is the harbor house in MK.. And that's only b/c we can almost always go upstairs.... Out of all the CS it is the one the is remotly peaceful.
Most of the rest of the time one parent grabs the snack/small meal and the other finds a bench or quiet area to eat in.


Now all that being said.. Knowing that I need 2TS a day for a 7-10 day trip..
I have to start planning our trips 7-8 months in advance. I have plan A and plan B for each day based on what I can get for ADR.. Our ADR set our days and this is b/c I have book them so far in advance!
The sad thing is b/c I'm not sure what my kids will want to eat, we normally end up with A LOT of the same place we ate at last time.. (Cuz I know they will eat there)
Being a disney vet I know not to plan the HARD to get adr in the 1st 1/2 of our trip and to work backwards when trying to get the ADRs..

Did I read that an any book or blog??? . NOPE. It was mistake made on pervious trips and knowing my family well enough to get what we need..

I even highly doubt some of the uber planner here go to the extent I do to plan a trip..
YES, it a TON of extra work, and no I don't mind it.. Cuz in the end My youngest NEEDS it.. And if she is happy we are all happy!

However could disney make less confusing and more clear cut.. Yes..
Will they?? Probly not.
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" . WDW realizes that they make A LOT more from them then anyone else..
Proof? Look at all the perks that have been removed from DVC, AP, and FL residents..


Where as in DL they deal with locals, so keeping them happy is DL top priority..

 

[GPC0321]

I hate the term "entitlement society". I haven't been out of work my entire life and I expect an outstanding product with how much Disney is charging. I guess that makes me one of the jerks though because I'm not willing to just blindly look the other way at the price increases, cuts in service, and the low wages that Disney pays its workers.

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.

 

[MakiraMarlena]

They've always paid the low wages, that is not new and different.

I know a lot of folks who are upset with the price increases and what they perceive as cuts in service. So they stopped going, or they cut back on how much they go. Their choice. I just didn't choose what they did.

 

[eliza61]

I hate the term "entitlement society". I haven't been out of work my entire life and I expect an outstanding product with how much Disney is charging. I guess that makes me one of the jerks though because I'm not willing to just blindly look the other way at the price increases, cuts in service, and the low wages that Disney pays its workers.

LOL, I rank that up there with people who tell me I should be "grateful" that I get to go to disney so I shouldn't complain about the state of my room. I proudly wear the "entitlement" tag. I pay darn near 400 bucks a night for a deluxe room, yeah you better believe I am entitled to a certain level of service.

Sorry, but have to disagree. Victoria and Albert's Chef's Table is one of the best dining experiences I have ever had. Worked for one of the largest telecommunications companies in the world for quite a long time- and travelled with the owners on business frequently- so have had the opportunity to experience many, many 4 and 5 star restaurants. V&A's Chef's Table isn't at the top of the list- but it's top 5 easily. The food and service is on par with any world class restaurant I have had the privilege to dine in. There are several other 'on property' restaurants that are very good to outstanding as well. Guess it boils down to personal taste- and the extent of restaurants one has tried. Having been to WDW 27 times, I have tried most of them- and my experiences don't mesh with your observations.

Very true Happy. I excluded V&A's as I consider it one of those "once in a life time" dining and most guest don't get a chance to experience it. also it doesn't allow children. I have not been since my second trip almost 20 years ago. very happy to hear it's still a dining experience.
it was a 200 buck meal for two back then so I don't think that's a "general" place to eat.

 

[eliza61]

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.

or you can demand the services you paid for. that works also. LOL

 

[Claudia1]

I meant entitlement in the terms of "I am entitled to the full package because I paid for it with my money, time, blood, sweat, and tears." If we buy a TV and it doesn't work, we take it back and get one that works because we are entitled to a functioning unit because we paid for a functioning unit. I didn't mean "I'm entitled even tho I didn't pay for it".

Last week was my 60 day mark, and I was at my computer, ready to do my FP+s along with my DIL in their home. From 12-1:20am, only the app was working and I don't have the app. I use the computer. She had it and was able to snag the coveted Anna and Elisa FPs but I could not. I sat at my computer, fuming, that I had paid for DVC since '97, had my annual pass, already purchased airfare, MVMCP tix, etc.... and I suddenly felt like I wasn't getting the full package when MDE glitched. Crazy? Probably but 3 yrs ago that sense of disapppointment never would have crossed mind.

I think that attitude/mentality extends into our vacations. Twice during our last trip, guests refused to sit down or move during a parade and actually said, "I paid for this and I'm gonna stand". Yes, I know that is not new but I think it happens more often, hence my comments on this thread about Disney contributing to the disappointment.

IMHO, MDE and advance FPs & ADRs are the primary contributors to situations that can breed disappointment.

 

[GPC0321]

or you can demand the services you paid for. that works also. LOL

Yeah, but some of the things that disappoint people...ADRs 180 days out, FP+, crowded parks, long lines, expensive meals with average food, high ticket prices, last minute changes in operating hours, "outdated" rides or parks, slow construction or refurbs at parks and resorts, etc...aren't things you can "demand" a change in. Those things are part of a WDW vacation, so individuals have to decide for themselves if they still think it's worth it to pay to play at WDW. I cannot imagine any sane person would repeatedly drop a few thousand dollars on a vacation at a place they genuinely believe is ripping them off.
Now, the place should be impeccably maintained and aesthetically appealing, the cast members should be helpful and friendly, and every aspect of guest service should be top notch. I do agree with having high expectations for those things. But the place is what it is otherwise. You either like it or you don't.

 

[Mkrop]

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.

Or you can express your disappoint to WDW and here that WDW changed a place you and your family loved and made countless memories at to something more frustrating.

 

[Happy_2_B]

it was a 200 buck meal for two back then so I don't think that's a "general" place to eat.

When we did the Chef's Table- somewhere around a decade or more ago- it was something like $400.00 for 7 courses with wine pairings- plus gratuity. Definitely on the pricey side- even for a 5 star restaurant, as they rarely reach that type of price point for 2 people.

 

[Mkrop]

Yeah, but some of the things that disappoint people...ADRs 180 days out, FP+, crowded parks, long lines, expensive meals with average food, high ticket prices, last minute changes in operating hours, "outdated" rides or parks, slow construction or refurbs at parks and resorts, etc...aren't things you can "demand" a change in. Those things are part of a WDW vacation, so individuals have to decide for themselves if they still think it's worth it to pay to play at WDW. I cannot imagine any sane person would repeatedly drop a few thousand dollars on a vacation at a place they genuinely believe is ripping them off.
Now, the place should be impeccably maintained and aesthetically appealing, the cast members should be helpful and friendly, and every aspect of guest service should be top notch. I do agree with having high expectations for those things. But the place is what it is otherwise. You either like it or you don't.

why cant we have a voice in those things...we can express our disappoint and WDW may or may not listen. I know they got tons of negative feedback when you were limited to only 3 FPs a day and then they added the rolling 4th, 5th FP. So they do listen on some things so people should continue to voice what they like and what they dont

 

[Planogirl]

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.

It's not really that simple. Some of us have been going for many years and we've seen a gradual decline over that time. We return hopeful that things are back where they were or in my case to revisit old favorites but either way in some ways the Disney park are still pleasing just not as much. I think that it's sometimes better to let Disney know rather than just give up.

I do agree that we have to accept what is at a certain point though.

 

[3DisneyFanz]

If you've hit a point where simply being better than Six Flags is a positive for Disney that says a lot about where the company is today.

"The most amazing things that can happen to a human being will happen to you, if you just lower your expectations."
Phil Dunphy

 

[crostorfer]

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

There was a time when I said that DL would never do that to their annual passholders, because they are the majority of the DLR day guests, and FP+ puts them at a serious disadvantage. Now, I don't put anything past the WDC on either coast. If they tier either park, riots may ensue.

The WWoHP at US Hollywood is set to open sometime around Easter, and will bring massive crowds to the So Cal theme parks. I expect DLR is trying to plan for an influx of out of town guests, and doing what they think is best for crowd distribution, as much as I disagree with it. We're going mid-March, I'm hoping to get one last trip out of my beloved paper passes.

 

[eliza61]

Yeah, but some of the things that disappoint people...ADRs 180 days out, FP+, crowded parks, long lines, expensive meals with average food, high ticket prices, last minute changes in operating hours, "outdated" rides or parks, slow construction or refurbs at parks and resorts, etc...aren't things you can "demand" a change in. Those things are part of a WDW vacation, so individuals have to decide for themselves if they still think it's worth it to pay to play at WDW. I cannot imagine any sane person would repeatedly drop a few thousand dollars on a vacation at a place they genuinely believe is ripping them off.
Now, the place should be impeccably maintained and aesthetically appealing, the cast members should be helpful and friendly, and every aspect of guest service should be top notch. I do agree with having high expectations for those things. But the place is what it is otherwise. You either like it or you don't.

that's cool, that's your opinion
I happen to disagree. As a person who comes from a family of business owners ( grandfather and uncle owned a successful restaurant and husband and partners owned their on energy consulting firm) I can assure you that business do want to here if their customers are disgruntled AND they want to hear about it BEFORE they lose their customers.

now many folks including myself are taking a break from the mouseworld until new stuff comes along but I can do both. Most business also know social media is a powerful tool, I'm perfectly capable of doing both, voting with my dollars AND calling Disney on the carpet if they offer mediocre product.

 

[MammaMoe48]

IMHO, if the person used a TA then I think it's up to the TA to advise that person what they need to make their trip easier. If the TA doesn't, that's a bad TA. You use a TA when you want to book a trip to ensure that there are no problems. If you're booking your own trip then it's up to you to do your research. Besides, it does state on the website that tables fill up fast so it's advised to make reservations.

 

[vanyel]

I agree with posters that 180 days is way to early. I''m a planner but that was a stretch to figure out so far in advance, and I didn't try to book anything like CRT. just got fastpasses at the 60 day mark with no problem even though I waited until morning to do them - ok, I forgot to stay up and do them

I do have a TA who sends out a checklist that includes all your dates, including Adr and FP+ so that would have been helpful if I didn't know to do so.

When I was a kid, we didn't eat any kind of table service at an amusement park (we never went to wdw or DL because my parents couldn't afford it)- we always got counter service. The focus was on the park attractions not food though we usually begged for snacks like cotton candy and popcorn. For many of us, the focus is different at WDW with TS being attractions. It's changed since I first went there in 1978 where it was still mostly about the attractions.

The other observation - I went October 2014 for 1 day with no planning. We got FP when we got there, rode everything we wanted, and had a great day. We didn't get to eat TS at the park but that was fine. It was a day we snuck out of a conference . Even though there were no TS available, we had a great time.

 

[TiffanyA]

I am pretty sure you can actually plan too much, so much that it ruins the point of vacation. Not everyone is a planner and not everyone needs to be to have a good time at Disney. However those previous posters bringing up expectations hit the nail on the head. Expectations play a HUGE role in how things are perceived. I can go to Disney without planning much beyond one ADR a day. This is because I KNOW what to expect at Disney and I've accepted that since I didn't choose to plan a sit down at CRT, I won't be doing it. I know there are plenty other things I will be doing and have set my expectations accordingly. But I am a Disney vet with 17+ visits to the world under my belt. Those first timers? Not so much.

The point I've seen others make and I think is very true is that the level of planning involved in a Disney trip is awesome in its magnitude. I can truly say that I've never seen plans in the wild with the same level of difficulty as those that the Disney planners make. I've seen lots of people try to plan out every second of a European vacation, but honestly, it doesn't have the same learning curve (unless you are trying to learn a foreign language) as Disney. And that is HUGE.

So who bears the responsibility? I'd say both parties. But Disney ain't blameless. Those commercials are totally bait and switch if you ask me. To the poster who brought up Summer's Eve - that's really not a good comparison. Everyone knows being magically transported into a field of flowers isn't going to actually happen. It's not plausible at all. But everything portrayed in those Disney commercials will seem plausible to adults with common sense but have not been to Disney recently or ever. Showing a near empty park is Disney deliberately hiding the truth of a crowded park for a commercial. Why? To fool people about the experience they can expect because the reality would make them think twice.

If I expected those commercials to be even close to reality, I'd be sorely disappointed. But I know they are mostly fiction made to appeal to those masses who don't know any better. Now here comes the guests' responsibility. Should they research? Yes. But who expects to have to schedule reservations 180 days out? How can anyone call that reasonable? That said I think you can have a good time if you plan at least a month out which I do think is normal and reasonable. And I say this as a non-planner.

Summary: The word REASONABLE combined with the word EXPECTATIONS is the problem.