Le Cellier: The worst meal we've ever had on Disney property

[bicker]

dont ever, no matter what, be rude to anyone who handles your food.

Very good advice. Folks should understand that as patrons of a restaurant they have obligations no less significant and important as the obligations placed on the establishment and the servers.

I think some folks just go into things with unreasonable expectations.

I'll go out on a limb and say that I bet that well more than half of all the bad experiences expressed online are the result not of bad products or services, but are the results of unfounded expectations on the part of the consumer.

I've been on all three sides of that transaction: I've obviously been a consumer; I've been a service provider; and most importantly, I've been an auditor. I've observed the consumer-server dynamic as an independent observer, and that experience was one of the most incredible of my life. I was shocked to learn to what depths each side would go to get an advantage, but what shocked me more than anything was that it was the consumer who generally "plumbed deeper waters" -- not the service providers!

I often find that the difference between a bad time and a good time is just being willing to "go with the flow."

Absolutely.

 

[UnderTheMistletoe]

I'm just curious why the Host's attractiveness (or lack thereof) would make any difference in one's expectations in this situation.

It wouldn't and it didn't. Just an incredibly good looking young man and that caught my attention. That seemed to stick even at this point. More of an aside than anything. Had nothing to do with the situation or even the intention of the post. Just a, "Huh... he really was goo looking if I remember it at this point."

I would find it had to believe that people don't notice how attractive some of the World Showcase interns are, simply becuase they don't look "American" and are a bit different physically. I know all the men in my family want to spend as much time as possible in the Norway Pavilion... and most of the women quite like Norway and Germany.

 

[UnderTheMistletoe]

Don't they always ask how many are in the party? I haven't noticed that the hosts always assume that each party is a family of 4.

No one asked us how many were in the party except for the telephone dining line. We changed the ADR time in person 3 days before we went. I called the dining line before we left and confirmed that we had all the times and nmbers correct. It was correct at that point. It was not correct when we arrived for our meal. We arrived, gave them the name and time of the ADR. We were handed a buzzer and told to take a seat or go out to the Pavilion and explore and given the spiel if it beeps/buzzes once, we've gone too far.

We waited for a heck of a long time under the "Family of 4" (yes, they used the word family) assumption. When DH approached the host's stand and asked how much longer they expected it to be, they said, "Jack family.. party of 4, correct? You're the second table of 4 to be seated." DH asked why it was for a family of 4 when it was just the two of us. At that point, the changed it from a party of 4 at the top of the list to a party of 2. Becuase the party of 2 just registered in the somputer, it went to the very end of the list. We sat waiting for 45 minutes after that to be seated. It was an assumption with the 4 by their part, and they should have noticed (or known) that the computer would put us at the end of the list as a party of 2. So, we waited until our name came back up to the top...

 

[UnderTheMistletoe]

NEVER--NEVER--NEVER send your food back to the kitchen if you are unhappy!!

Oh, no. It went back and stayed back.

 

[Luv2Roam]

Just my view -- as a guest --
IF this happened to me (party of 4, s/b 2) what I would have thought would happen is the CM would change it to the correct party of 2, and put that party to the top, knowing there was an error and that party already waited longer than they needed to.
Instead they put the guest to the bottom. Maybe their system automatically does that and they can't change it. But I hate to think their system is so automated they can't work around it and help a guest, esp since a mistake was made. To me it doesn't matter on whose part or why. Just correct it.
The CMs appeared to be uncaring and lazy, with a we don't need to try, we are #1 attitude. Would the CMs have treated their family or friends like that? I doubt it.
Sounds like job burn out. Maybe they need different positions for awhile.

 

[bicker]

I hate to think their system is so automated they can't work around it and help a guest

Without talking about this specific situation, here's the problem with that. Many things at WDW is what mathematicians call a "zero-sum game" -- what you give to one guest you're taking away from another. In the past, Disney had policies which empowered every CM to make any guest happy, within a very wide realm. Unfortunately, word got out about Disney's fantastic customer service, and folks started sharing tactics to exploit this generosity to their own personal benefit, absent of any real context that would warrant it. The abuse became so pronounced that Disney had to change its policies, significantly restricting the leverage a front-line CM had to do things for guests. They still are empowered within a smaller realm, but that empowerment is substantially reduced, and not because CMs abused it, but because guests abused CMs because of it.

I'm not sure how much of that is reflected in the ADR system, but I could see, at the most popular restaurant in Epcot, that Disney must guard against "tactics" that folks would use to put themselves above other guests in that specific "zero-sum game".

 

[Cinderpals]

I just want to say, that after waiting an additional 45 minutes to be seated with a ADR, you and your husband should receive the most patient, anxious patron award!!
My goodness, that must have been torture! My husband was ready to walk after waiting 15 minutes! And, he loves that restaurant's itty bitty steaks!!

That should only happen to a couple once in their lifetime at WDW! I'd say, that you're safe to enjoy the rest of the restaurants.

 

[Luv2Roam]

I would much rather be a CM creating Magic and receiving postitive feedback, than a uncaring and unhelpful CM and having a letter of complaint written about me. Either way a letter could go in their HR file. And which makes a person feel better --know they corrected an error and helped someone, or simply ruined what should have been a positive experience? I guess it depends how positive of a person you are yourself, as a CM.
Yes, the guest can take it easier and roll with the punches. But the same can be said for the CM. The guest pays and makes the CM role possible. Without the guest, there is no need for the CM.

 

[jetstrip19]

I was not impressed with LeCellier, I booked the ADr more for dbf who is a red meat eater (I am not) If I did eat steak that would have been a horse of another color, our server was good, but as far as the food, it was a good thing the soup was filling, I wasnt into the chicken dish(but hey what can I excpect when Im eating at a STEAKHOUSE!), but DBF thought his was delish, but the serving size of the steak did seem small.

 

[CuteAsMinnie]

We also had the most horrible dining experience at Le Cellier! I believe we were seated in a reasonable time. The waiter was horrible - never to be found. My steak came rare - just about walking!. Waiter never came back to I hunted him down with plate in my hand and told him to send it back. When it finally came back, after DH was finished with his dinner, it was burnt to a crisp. Waiter was rude and chuckled when I sent the steak back. Can't remember what the kids had, but they did not touch a thing. Everything was sooo bad, I asked to speak to the manager on the way out. Then my DH and the rest of our party ditched me to handle this alone. I was not pleaseed with them either. BUT, after much complaining and many tongue and cheek offers from the manager, he finally agreed to comp the entire meal which was close to $300.

This was the ONLY horrible dining experience we've had at Disney.

 

[almacdonald]

When I worked in customer service I would put on a bright happy face until someone was rude to me. After that, all bets are off. You'd better believe I'm going to be more attentive to a table with polite customers who are happy to be there than to a table full of grouches who are un-pleasable. It seems to me, after reading this thread (and a few others) that people expect WAAAAAAAAAAAY too much from Disney restaurants. Stuff that would normally slide at a restaurant back home becomes the most unforgivable sin ever because it happened at Disney. Geez, get over yourselves people. Oh, and after waiting for 45 minutes i'm pretty sure I would have left and grabbed something else to eat.

 

[jetstrip19]

When I worked in customer service I would put on a bright happy face until someone was rude to me. After that, all bets are off. You'd better believe I'm going to be more attentive to a table with polite customers who are happy to be there than to a table full of grouches who are un-pleasable. It seems to me, after reading this thread (and a few others) that people expect WAAAAAAAAAAAY too much from Disney restaurants. Stuff that would normally slide at a restaurant back home becomes the most unforgivable sin ever because it happened at Disney. Geez, get over yourselves people. Oh, and after waiting for 45 minutes i'm pretty sure I would have left and grabbed something else to eat.

I have a mouth on me let me first start off by saying, but I get embarrased when people are rude to servers and clerks at stores, I have worked in jos such as that through college and know that some people can be difficult to deal with, and I know that you also catch more poohs with honey than with carrots from rabbits garden! With that if my server walked passed me 6 times, I think at the 2nd I would have called over to him or pulled another waiter aside to grab mineand not have waited for him to come over to me. If someone is just plain rude you are right though all bets are off!

 

[Margie J]

I have a mouth on me let me first start off by saying, but I get embarrased when people are rude to servers and clerks at stores, I have worked in jos such as that through college and know that some people can be difficult to deal with, and I know that you also catch more poohs with honey than with carrots from rabbits garden! With that if my server walked passed me 6 times, I think at the 2nd I would have called over to him or pulled another waiter aside to grab mineand not have waited for him to come over to me. If someone is just plain rude you are right though all bets are off!

Having just read the OP and a few other posts on this thread I have to agree with the previous two.

Good service often takes good communication between both the Guest and Cast Member(s). If a Guest comes off as being hard to please it can make a Cast Member defensive. They are only human and often overworked (as I found out from a few at AK this week).

Example: Last week while at DW I ate at Artist Point. After my main meal I ordered dessert and cappuchino. The dessert showed up but no coffee. The waiter passed by a few times and I finally flagged him down. I kindly asked about the cappuchino (which wasn't on the bill so he had forgotten) and he got me one, free of charge.

Sorry the OP had a bad experience. It does happen everywhere though on occassion.

 

[Paging Tom Morrow]

But Disney changed the name because, apparently, Guests thought it meant they had "priority", i.e. as soon as they arrive, they get seated. So Disney didn't change the procedure at all, just the name. As for falling behind on tables, well, short of informing the diners in advance that they're only permitted x number of minutes at their table, I don't know what Le Cellier or any restaurant can do. People may take longer to dine than projected; something may go wrong in the kitchen, etc. If I were to order a steak medium and it came out well-done (and therefore inedible), the kitchen would need to re-make my dinner. So instead of taking the expected 45 minutes (all times example only), my table is taken for 65 minutes.

I agree mistakes can happen, but in order for to actually get to a 45 minute wait, which is what we experienced both times, every table for 2 would have to fall behind 45 minutes. Considering we had rather early ADR times for dinner, I can't see how that was remotely possible.

The problem, in my opinion, is that they routinely overbook. Overbooking leads to poor customer service and it becomes cyclical. Patrons wait, so they get frustrated, some take it out on CMs, who in turn take it out on other patrons, etc.

 

[BroadwayGirl]

The problem, in my opinion, is that they routinely overbook. Overbooking leads to poor customer service and it becomes cyclical. Patrons wait, so they get frustrated, some take it out on CMs, who in turn take it out on other patrons, etc.

Ah, but because a significant percentage of guests do not have the common courtesy to call and cancel unwanted reservations, Disney needs to overbook to account for the guests who are no shows. Also, Disney doesn't put an hourglass on each table when the guest is seated and say "when the sand has run down, you must leave" to keep tables turning over at a reasonable pace. They are working with averages and estimates to try to keep the restaurant from sitting half empty. Probably 90% of the time they hit it pretty close to the mark and there are no problems. But, when you're working with averages and estimates, things doesn't always work and the numbers may need to be reworked if, on a routine basis, a higher than expected percentage of guests are actually showing up for their reservations or if the average party is staying longer than the expected average.

An alternative would be to implement a system similar to the one in place at CG or Akershus for PSB which requires a CC guarantee and charges a fee if guests are no-shows. This eliminates the need to overbook in order to avoid excessive empty tables. Would guests be okay with a CC guarantee system being implemented parkwide?

As regards the OP's story we have to remember that her statements are based on her perception of the situation. If we spoke to the server or manager at the restaurant they would probably present a very different picture based on their perceptions of the situation. The guest sitting at the table next to the OP would have another perception of the situation. We each have our own view of the situation based upon how we read the OP's story. But the bottom line is that the OP feels this was her worst meal at Disney and she should be welcome to express that opinion as long as she is doing so in a manner consistent with the guidelines of this forum.

 

[bicker]

It seems to me, after reading this thread (and a few others) that people expect WAAAAAAAAAAAY too much from Disney restaurants.

Did it really take you that long?

Stuff that would normally slide at a restaurant back home becomes the most unforgivable sin ever because it happened at Disney. Geez, get over yourselves people.

Well, I wouldn't say it quite that way, but I agree that WDW guests' service expectations are often truly out-of-control.

 

[Amy&Dan]

In the past, Disney had policies which empowered every CM to make any guest happy, within a very wide realm. Unfortunately, word got out about Disney's fantastic customer service, and folks started sharing tactics to exploit this generosity to their own personal benefit, absent of any real context that would warrant it. The abuse became so pronounced that Disney had to change its policies, significantly restricting the leverage a front-line CM had to do things for guests. They still are empowered within a smaller realm, but that empowerment is substantially reduced, and not because CMs abused it, but because guests abused CMs because of it.

That is a very good point. In college I worked at a local department store here in Denver. Our return policy was to take back anything, no receipt needed, item could be worn, whatever. I remember about this time of year, 20 years ago, having a young lady return a prom dress that had clearly been worn, with the label from another store right there, plain to see. I got a manager to okay it, and we gave that young lady cash back believe it or not. I shop at this store today, and you now need a receipt, all the tags on, and it has to be returned within 60 days I think. I never buy things there for my ever growing children as I know that their return policy makes a possible later return impossible.

The abuses of a few will always undo the good customer service that should be offered to any legitimate customers entitled to it. Unfortunately, Disney, has become a victim of its own earlier customer service policies.

To the OP, I am sorry you had such a bad experience at Le Cellier. Its always a shame when that happens, especially at a place one is so looking forward to. I had a similar experience with California Grill in January. I think as others have stated, the DDP and its one credit assignment to this restaurant have really changed the overall atmosphere and thereby quality of it.

 

[TDC Nala]

We waited for a heck of a long time under the "Family of 4" (yes, they used the word family) assumption.

They always use the word "family" at WDW. I eat with a bunch of friends and we're the family as far as the announcements go. If that is an assumption, it's an institutional one due to the general demographic of WDW visitors. They weren't trying to insult anyone by looking at a customer and thinking "this must be the mom, somewhere there is a dad and two kids."

 

[jetstrip19]

That is a very good point. In college I worked at a local department store here in Denver. Our return policy was to take back anything, no receipt needed, item could be worn, whatever. I remember about this time of year, 20 years ago, having a young lady return a prom dress that had clearly been worn, with the label from another store right there, plain to see. I got a manager to okay it, and we gave that young lady cash back believe it or not. I shop at this store today, and you now need a receipt, all the tags on, and it has to be returned within 60 days I think. I never buy things there for my ever growing children as I know that their return policy makes a possible later return impossible.

The abuses of a few will always undo the good customer service that should be offered to any legitimate customers entitled to it. Unfortunately, Disney, has become a victim of its own earlier customer service policies.

To the OP, I am sorry you had such a bad experience at Le Cellier. Its always a shame when that happens, especially at a place one is so looking forward to. I had a similar experience with California Grill in January. I think as others have stated, the DDP and its one credit assignment to this restaurant have really changed the overall atmosphere and thereby quality of it.

I have had similar experiences, I worked for a major department store, and some guy pooped his pants...AND THEY ACCEPTED THEM BACK!!!!!!!!!!!!!!!! I refused to do the transaction I nicely gave him a piece of my mind and let my co-worker take care of it, there needs to be a fine line because the customer is not always right!

 

[DisDarling]

Wow!! Sounds like you did have a bad experience.



You had my sympathy until here. Sorry, but IMO, that was rude.

I disagree-if this was the 7th time they passed my table, I would have said something as well. NOW if I was the waitress and was REALLY busy, I would have at LEAST stopped at peoples tables and said "Im getting on it" or "Ill be right with you" but if the waiter was just plain ignoring my table, Yep, I would be rude too!