DW, DD (24), DS (17) and I just returned from a 7-night split stay at AKL and SSR. We have been going to WDW virtually annually since 2001.
Here's the lowdown:
THE GOOD: I am a Fastpass+ convert. I went into this experience extremely skeptical and longing for the old FP system, but my thoughts have changed. It was great going into every day knowing we had 2-3 experiences guaranteed without having to go through the exhausting drill of reaching parks at rope drop. And we found it remarkably easy to get additional FP after our initial ones expired. So count me in as a new member of the FP+ flock!
Magicband technology still has some holes in it, BUT it also offers remarkable ease in going to parks, charging, room access, etc. Additionally, it was very cool to have personalized messages in some of the ride queues, as well as ride videos captured for you. Very cool.
Customer service was actually best at SSR, where we received a room upgrade and free ice cream bars (because we arrived after all stores were closed.) The resort itself needs a surprising amount of updates given how relatively young the facility is--and the design of the rooms is poor. Who was in charge of determining the single bathroom plan with the incredibly awkward shared entrances and exits, anyway?
Best attraction experience was Kiliminjaro Safaris--all due to an enthusiastic and knowledgeable cast member with a pleasant and understandable voice. She needs to train so many other cast members all over Disney who recite their messages in uninspiring, robotic and all-too-fast delivery.
THE BAD: Customer service has gone down hill. I had read it here and thought people were too harsh, but, for the most part, they are right. With the very notable exception of the folks at SSR and at Kiliminjaro Safaris referenced above, the service was often lackluster and rather emotionally indifferent. Upon arrival at AKL, we were greeted by a cast-member with ZERO enthusiasm--how about a SMILE, at least?!? Instead, she mumbled some questions about our bags and awkwardly worked with us to get things organized. Rather incompetent and uninspiring--terrible first impression. Our second encounter was with the bellhop who brought our belongings. While he was pleasant enough, he spent most of his time complaining about the working conditions at Disney. As a marketing/branding professional, I was mortified by this introduction to my Disney trip. There were many other SMILING cast members at the parks and elsewhere--so I don't want to cast aspersions on the many hard-working people who still offer first-class and pleasant service. It's just that BAD service is far more prevalent than it used to be at WDW.
THE TOUR GROUPS: I had read many complaints about the tour groups on these boards and I figured everyone was overstating the issues. But then I experienced these youngsters first hand. I did not witness any line-budging or anything of that sort, BUT their overall behavior exhibited a rather blatant disregard for how their "exuberance" is disruptive to many others. The chants, oh the chants, so persistent--often drowning out park music and any other sights and sounds around you. Then there was the hoarding of tables in quick service restaurants, exacerbated again by chanting, yelling across the room, etc. I get it--young people are exuberant and they like to express themselves. But there ought to be some basic rules for decorum at the parks (and the resorts) for ALL guests--whether you are in a tour group or not. On a basic level, how you express your "enthusiasm" must be done so with consideration for the vacation experience of OTHERS. I really don't blame the kids; they are largely like any gathering of young people from any country going to a big event--they will get a bit "rowdy." But Disney, in my opinion, should be working with Tour Group leaders to establish and enforce basic rules regarding behavior. And actually I think it would be wise to share such rules with ALL Disney guests. It, of course, should be worded to express appreciation for the visit, hope you have a great time, how can we help make it magical, etc., but it also should include some basic expectations for behavior--just like when I take my mountain bike to the trails there is etiquette I need to follow. How about Disney park etiquette for all? I brought this up to Guest Relations and the person basically said, "they are young and just trying to have a good time." My response? "So is my family...and many others. Can't we have some common ground of expectations so that their right to be "exuberant" doesn't disrupt from the experience of other park guests?" I hope Disney will get real about addressing this issue, but I fear it won't. I just need to "adapt" and "accept" or avoid July and August in the future.
