Is the internet making it harder/impossible for Disney to keep providing the "magic"?

[Granny]

I had a conversation with a CM during our Christmas trip this past December and she made a comment that I kind of shrugged off as a solitary point of view. But then during our recent trip earlier this month I heard almost the exact same comment from a different CM at a different resort.

The comment was basically that the internet, and more specifically sites like the DISBoards, was making it extremely difficult to "make magic" for guests. Both CM's (unaided by me) commented that they are reluctant to extend any "magic" to guests that cannot be readily made available to other guests as well. The reason being that magic moments get posted on the internet and instead of being magic, they become expected. So the CM's tend to "pick their spots" for going above and beyond. Sure, they are still expected to be overly courteous and helpful, but it seems they have some reluctance to go way above and beyond as they have in the past.

One area specifically mentioned by both (and other CM's) is the front desk at check-in. So many people are showing up with room numbers, maps, etc and DEMANDING that they be given specific rooms or areas. I have personally heard such rants twice in the past few years, and unfortunately both times were DVC members. I know this because they "reminded" the poor front desk CMs that they were members and had paid a bunch of money and deserved the best rooms. However, the CM's I talked to indicated that DVC owners are no better or worse in this regard than non-DVC owners.

I have to say that I haven't seen any downturn in how CM's have treated me or my family...they continue to be wonderful overall. However, it does make me wonder if all the tips and "my family had the most magical moment" posts on the internet make it harder for CM's to meet expectations?

Obviously, the issue isn't the internet but the people who gather such information and translate it into an entitlement or expectation. Then they are disappointed (or worse, angry) when they are at WDW.

I have been reluctant to throw this topic out on the boards, but since I am a DVC member and some of the issues were DVC related, I thought I'd toss this out for comments and opinions.

 

[DizBub]

I don't think the internet has ruined the magic. I think that some people are just plain difficult to deal with and they ruin things for themselves and others with unrealistic expectations. Personally, I would never make such a fuss about being a owner and how much we spent. What jerks!

The internet has pro and cons, just like most everything else. Take for instance SSR. If I believed everything I read on the boards we would never have stayed there. Instead we ignored most of it and now it's one of our favorite places to stay. Yes, we have been initially disappointed in some of the locations of our rooms but when we actually got into them we decided they were magical in their own special way.

It's all what you make of it. For me, the internet has been a huge asset and help.

 

[CarolMN]

I don't blame the internet, IMO, we've just become an "entitled" society. DVC certainly has its share of those people.

Personally, I cringe every time I see a thread asking for the "best" room, or the "best view" of the parade or fireworks, etc. Sometimes it seems as though a person's vacation is ruined if they don't get what they believe is the "best" and it's really only the best if it's not available to everyone else, LOL.

I also do not like the "compensation" threads. So many seem to think if everything isn't perfect, Disney owes them big time for their inconvenience. Sometimes the posters here feed that belief. I often shake my head at those expectations.

And of course, there are the people who just believe the rules do not apply to them - like parking at a resort to go to one of the theme parks or staying past check out time.

We can all be very good at rationalizing what we want to do.

 

[DenLo]

I know that I seen a few demanding guests at the check in counter acting like they were entitled to whatever they demand. And I was very embarrassed just hearing them and felt sorry for the poor CMs.

What you posted makes sense to me. I know that many times when you read about magical moments the frequent comment is that "this sort of situation never happens to me is often posted". And I wouldn't be surprised that when people mention their special occasion they might hint or ask for what Disney does for such celebrations.

 

[cvjw]

I agree. I see all of these threads on here about requesting the best BLT room to see the fireworks, and the best AKV savannah room to be close to the bus and get the best view of the animals. Everyone always gives specific requests and room numbers - when the truth is there are only a few villas that fit those requests. The chances are so slim that someone gets one of these villas that have been built up as being the best of the best, and then feelings are hurt at the first of the vacation when a different villa is assigned.

 

[Granny]

Personally, I cringe every time I see a thread asking for the "best" room, or the "best view" of the parade or fireworks, etc. Sometimes it seems as though a person's vacation is ruined if they don't get what they believe is the "best" and it's really only the best if it's not available to everyone else, LOL.

I know exactly what you mean. And just to be 100% truthful, I have posted a couple of times over the years asking about what kinds of requests I might make for a resort I hadn't visited before. But I also know that we would never complain about any room we receive as long as it it clean and in good working order. Still, I have promised myself not to ask those questions any more, and I do shy away from responding to them since I heard the CM comments.

I don't think the internet has ruined the magic. I think that some people are just plain difficult to deal with and they ruin things for themselves and others with unrealistic expectations. Personally, I would never make such a fuss about being a owner and how much we spent. What jerks!

The internet has pro and cons, just like most everything else. Take for instance SSR. If I believed everything I read on the boards we would never have stayed there. Instead we ignored most of it and it's one of our favorite places to stay. Yes, we have been initially disappointed in some of the locations of our rooms but when we actually got into them we decided they were magical in their own special way.

It's all what you make of it. For me, the internet has been a huge asset and help.

While the front desk has always been a challenging position, I am more concerned about the original comments from the CM's showing reluctance for doing "extras" for guests. I certainly understand their viewpoint, and it sounds like they are trying to "systematize" more of the special things such as birthdays, other celebrations, etc so that everyone gets the same "extras".

 

[BWV Dreamin]

When we first became owners back in 2007, I thought half the fun was planning. Planning the view, what resort to stay, where to eat, where to be for the fireworks. Now that "planning" has taken on a new dimension with online ADR's, online booking, etc. I find myself not wanting to plan anything! I'm not going to walk a reservation. If I get my choice, I get it. I'm not going to be held to ADR's anymore. We just walk up, we get in, great. We don't, CS is just fine. It just seems everthing magical has gone overboard in the last few years. Is the internet to blame...I do think so. We can now see every menu, room view, take walking tours, etc. all from the internet. What is left to experience? So while I like to keep up on the changes with DVC itself, when it comes time for the trip, I'm just gonna take it all as it comes. I think that is really the magic!

 

[tjkraz]

I would think the greater challenge is impressing guests with "the little things."

Case in point: Just a few days ago there was a thread from a guest asking what to expect when celebrating a birthday. Within a few hours there were responses ranging from "just a few Happy Birthdays when people saw my button" to "a card and balloons in my room" to "a free fireworks cruise."

The sensible response to all of this is to not be disappointed no matter the result. But that's virtually impossible once you read what others have received. If your own experience comes in on the low end, you can't help but think "geez, they couldn't even bother to put a balloon in my room?!"

On a couple of occasions DVC has had to contact a large number of guests and arrange for a move or some other change due to unforeseen maintenance. On-line, members almost seemed to make a game out of getting the most compensation from Disney as a result of the move. "You got a day's points returned and a free meal voucher? I can do better than that!"

The genie is out of the bottle so I'm not sure any of this can ever be un-done. But it does make Disney's job much more difficult when trying to provide "the magic." It's very easy to find out what others have received under similar circumstances, and to expect to be treated equal or better.

 

[luckyman_apd]

This thread brings up a bigger a problem with society in general. There are so many people who feel that the rules don't apply to them, or have no problem stepping on others to entitle themselves. Just because you spent good money doesn't make you more important than the rest of us. It's not just at Disney. It's the people that eat half their meal at a restaurant who send it back claiming it was cold or something wasn't cooked right. It's the parents who blame the teacher for their child failing and not turning in work. It has become an instant gratification society.

Personally I think the Internet ADDs to the magic. I've learned so many things here and provided experiences for my family that I might have never known about otherwise. The BLT room threads are awesome. I don't EXPECT to get my request, but when the LV room with a view of the castle from the balcony came through, it was magic for us. Information is only that....information. It's what the individual does with it that becomes a problem. As long as people keep their expectations in check, the magic is still there.

I had such an unexpected magic from a CM last trip. I am a quasi pin collector. My mother is obsessed. I trade for pins I find different or interesting or just appeals to my disney interests. I came across a Mickey pin that was like one I never saw before. I traded for it, my mom was jealous. Turns out it was part of a CM series that was new so it became a scavenger hunt. I found all but one of the collection and on the last day, about 45 minutes before the ME bus back to MCO, I was in the resort gift shop chatting with a CM. she asked about my pins and I was looking at hers. I told her about the set and how I ran out of time looking for the last one. No one in the resort had it on their lanyards. I told her maybe I'll find it on the next trip if they are still around. She wished me luck and disappeared to who knows where. I purchased the last few gifts, and was on the way out when she stopped me and held up the pin. I said, "get out of here!" So she turned and walked away! I said no no no no! And traded for it. It was the cap on a great trip and she really enjoyed making my day.

Now I'm sure if I was pushy or demanding she probably would have said good luck next trip. This is probably one of those moments where a CM was able to pick a moment for some magic. But for me, Internet or no Internet, it all comes back to the people. Those expectant demanding people are the same with or without the information. It just makes them more obnoxious with the info.

 

[Sammie]

My take is, that anything done for me or my family is personal. I don't share it with the entire Internet community. I do agree it has changed how Disney does business. It has definitely made them change the way they respond to injuries on property.

I think the tips and info people can get is wonderful, I just don't see the need to "toot my own horn" if I get sprinkled with Pixie dust.

 

[AmyB2006]

I agree that society in general has become entitled. I see it everywhere. People expect way too much and demand that they have the best.

Don't get me wrong there's nothing wrong with wanting the best for yourself and for your family, but to expect that everyone else deliver it to you is where the problem is.

I think the internet is partially to blame, or aids in, the over analyzing of things. Case in point... my father. Before our Disney cruise, he watched every youtube video, read every article and searched to the end of the internet (if that's even possible) about what to do, not to do, what to ask for, this/that and everything to do with that ship. He tried to show me what he found, but I didn't even want to look at it. I'd rather go, and be surprised at things I saw and found as I see it in person, not go, "Oh yeah, that looks just like it did in the video". :/

 

[jekjones1558]

When we first became owners back in 2007, I thought half the fun was planning. Planning the view, what resort to stay, where to eat, where to be for the fireworks. Now that "planning" has taken on a new dimension with online ADR's, online booking, etc. I find myself not wanting to plan anything! I'm not going to walk a reservation. If I get my choice, I get it. I'm not going to be held to ADR's anymore. We just walk up, we get in, great. We don't, CS is just fine. It just seems everthing magical has gone overboard in the last few years. Is the internet to blame...I do think so. We can now see every menu, room view, take walking tours, etc. all from the internet. What is left to experience? So while I like to keep up on the changes with DVC itself, when it comes time for the trip, I'm just gonna take it all as it comes. I think that is really the magic!

I'm with you, Dreamin. It took me too many years and a few tough breaks in life to figure out that there are very, very few things in life worth stressing about. And at WDW it is ALL GOOD!!!

 

[DizBub]

When we first became owners back in 2007, I thought half the fun was planning. Planning the view, what resort to stay, where to eat, where to be for the fireworks. Now that "planning" has taken on a new dimension with online ADR's, online booking, etc. I find myself not wanting to plan anything! I'm not going to walk a reservation. If I get my choice, I get it. I'm not going to be held to ADR's anymore. We just walk up, we get in, great. We don't, CS is just fine. It just seems everthing magical has gone overboard in the last few years. Is the internet to blame...I do think so. We can now see every menu, room view, take walking tours, etc. all from the internet. What is left to experience? So while I like to keep up on the changes with DVC itself, when it comes time for the trip, I'm just gonna take it all as it comes. I think that is really the magic!

Love this! Thanks for putting it into words.

 

[lilpooh108]

I'm with you, Dreamin. It took me too many years and a few tough breaks in life to figure out that there are very, very few things in life worth stressing about. And at WDW it is ALL GOOD!!!

I agree with this. I have family members who insist on discussing every bad point during their trip (usually saying, "I'm just telling you what happened!") when such things wouldn't even register on my radar after it's occurred.

I think either you log it as a minor annoyance, or it becomes a focal point. Your trip is really all a matter of perspective. No need to stress.

Hopefully I didn't just jinx myself though, *knock on wood*

 

[Granny]

I would think the greater challenge is impressing guests with "the little things."


The genie is out of the bottle so I'm not sure any of this can ever be un-done. But it does make Disney's job much more difficult when trying to provide "the magic." It's very easy to find out what others have received under similar circumstances, and to expect to be treated equal or better.

I do agree it has changed how Disney does business.

These are really the aspects that I was trying to get to. I don't think the internet is ruining the magic for guests as much as it is making it harder for Disney to "surprise and delight". The internet just spreads things so quickly that in the past would have been related to just a few friends and relatives by the guest who received the magic.

I've changed the title of the thread to try to differentiate that I think the internet has definitely made Disney's job harder in the "magic" area. Of course, it also has been very beneficial to Disney as well.

 

[Tiger926]

I agree with everyone else that society is overly self-entitled, and social media adds to this whole phenomenon as people are posting all day long about what they want, what they got, what they should get, etc...

We make one request for our stays and that is upper floors, as daughter has anxiety and can't sleep on the first floor. We have been grateful that each request has been fulfilled.

I cringe thinking back to some of the diva behaviour I have seen and heard at Disney from guests. Saw some ridiculous entitled behaviour last week...

Honestly, the more expensive Disney becomes, I expect to see more of this behaviour. People want the best and expect the best from Disney because of what they've paid. The best should be time spent with family, in a safe and fun environment...instead it's getting free stuff, demanding perks and compensation and embarassing CMs.

And, I also agree with Sammie...I am a private person by nature, so I don't do trip reports, share magic moments very often, if at all, nor post photos of free things we have received from Disney CMs, as that is not relevant to anyone else but us.

I feel badly that CMs feel this way though, which is why we try and make life as easy as possible for them when at WDW.

Interesting thread, Tiger

 

[Micca]

I don't think the web has "ruined" the magic, but it has changed it. It has changed everything. One of my favorite things about this technology is the ability to hangout with Disney geeks just like me. Who knew there were so many???

 

[alldiz]

OP interesting point of view.

I can see the CM's getting a little put off with spreading the pixie dust. Never thought of it that way. The internet is good and bad IMO. For me I love the planning and the internet provides so much information to help me with my choices. Of course it can be overwhelming also. I mainly use the computer for travel planning and I do appreciate all of the wonderful things I have learned from these boards specifically.

With that said....I agree with so many that our society as a whole just expects "more". There will always be people who are never satisfied....I try to live my life appreciating the little things. Not always easy....but I have found when I expect nothing......I get something Most people in general want to please and be liked.....so being courteous and appreciative of small gestures really does go a long way.
Have a great night my fellow dis'ers
Kerri

 

[Tink316]

Have to echo what a few others have said...

Our first time at WDW, it was plan, plan, plan; rush, rush, rush. Now...we don't plan anything.

We don't do ADRs. Don't like being tied to a reservation at a specific time. If there's a table available, great; if not, oh well, we just do CS or try someplace else.

Which park? We might decide the night before; and many times, the morning of - where will we go? When we're ready - whatever time that might be...we go to the bus stop and hop on the bus of choice.

At the park? We just do whatever rides we can get on within a reasonable time -- or do FP for certain rides DS enjoys. (He has special needs so he doesn't always understand waiting for too long). We just try to go with the flow. We spend time at the park, go back to the resort and enjoy the pool, and then back to a park later (sometimes). My DS could spend the week by the pool at WDW and be happy as well. And the only thing that really is a must for DS is the character meet and greet at Epcot. He absolutely loves that.

After the first time where we planned everything and rushed around, I felt like I needed a vacation from our vacation. Now? It's just great to enjoy the time at WDW with our DS. Honestly, it just feels so relaxing.

We never go expecting anything but to have a great time -- and we always do. The bus is running late? Oh well. Our room isn't ready? Oh well. Can't get into the restaurant? Oh well.

Really, so much more enjoyable without any expectations. We never request a specific room - other than to be near an elevator or lobby (again, because of DS special needs). And, if we didn't get that...I think we'd be ok. We'd figure it out.

Just being on vacation is enough "magic" for us. Anything above and beyond is gravy. If it happens (and it has), excellent; if not..., you know -- oh well. We really go with no expectations. Life with our DS has taught us, if nothing else, life is too short...enjoy what time you have together and make the most of it (you are responsible for your own happiness and enjoyment--it's not someone else's responsibility).

T

 

[lakohls]

you are responsible for your own happiness and enjoyment--it's not someone else's responsibility

T