Lost The Magical Feeling

[Cormoran]

That's what always gets me about these type of discussions.

You mean to tell me you don't like to be told why you don't like something?

 

[JanaDee]

You mean to tell me you don't like to be told why you don't like something?

Nope.

 

[Cormoran]

Nope.

Good to know!

Andtototoo, your post was very eloquent. Thanks for sharing.

 

[HeatherC]

Interesting thread and very timely for us since we are leaving for Orlando next week. We are staying at Bonnet Creek and have three pass days left on old tickets along with a bunch of water park days. BUT...after our last trip, we may not even use all three days but rather spring for Universal Tickets instead.


We keep hearing how Hollywood Studios is a mess and totally took that park off the list. We used to also do a couple nice sit down dinners or character meals. But when I realized it is now about $250-$300 for us to do one meal at Crystal Palace, I cancelled all of them. We plan on doing QS and will spend our money on nicer restaurants outside the park.

We used to feel the value was terrific at Disney. Last couple years we noticed a decline in customer service and huge increases in prices. We still love it, but have reached the point where we are deciding to spend our money elsewhere.

 

[nrsldy]

I think that most of the magic people talk about was brought into the parks by them. A huge chunk of it has to do with attitude. And if you are in the mindset that you are going to watch CMs and keep track of if they are nice enough or not, then that is not an attitude that sets the parks up to feel magical. Instead of living in the moment and enjoying your time you are looking for right and wrong. Not a magical way to vacation.

I also thinks the old saying of familiarity breeds contempt is very true. The first few times some people go to WDW they are caught up in the wonder of seeing the castle, or of watching Illuminations. Maybe a few trips in they start to notice that a certain firework didn't go off as planned. Or that a bench is no longer where it used to be. Instead of being caught up in the magic they are now judging everything.

I'm happy to say I have not gotten there yet. I was at WDW for 6 nights in October, and go again at the end of this month for 7 nights. And I can hardly wait! Maybe for some of you a break is in order. And hopefully if you decide to go back in a few years you will once again get caught up in being there, and not waste your time judging everything.

I'm not sure I agree with you about Watching and keeping track of the CM's. I have been going for years and it has always been a great experience. Disney has always set the bar high for customer service and other companies have tried to emulate. I'm not sure what has changed. I never have had a bad experience before and was suprised by the uncompromizing encounter.

 

[Minnesota!]

I think that most of the magic people talk about was brought into the parks by them. A huge chunk of it has to do with attitude. And if you are in the mindset that you are going to watch CMs and keep track of if they are nice enough or not, then that is not an attitude that sets the parks up to feel magical. Instead of living in the moment and enjoying your time you are looking for right and wrong. Not a magical way to vacation.
I also thinks the old saying of familiarity breeds contempt is very true. The first few times some people go to WDW they are caught up in the wonder of seeing the castle, or of watching Illuminations. Maybe a few trips in they start to notice that a certain firework didn't go off as planned. Or that a bench is no longer where it used to be. Instead of being caught up in the magic they are now judging everything.
I'm happy to say I have not gotten there yet. I was at WDW for 6 nights in October, and go again at the end of this month for 7 nights. And I can hardly wait! Maybe for some of you a break is in order. And hopefully if you decide to go back in a few years you will once again get caught up in being there, and not waste your time judging everything.

When I say "tracking" I don't mean it in the literal sense that I was watching/writing down every interaction. What I meant was that there were SO few "good" interactions with CM's that they stood out...so I was able to track that "hey, today Paige was the only CM that actually had a smile on her face and did not look disgusted that I got into her line!". The usual customer service of, at minimum, no surliness, was beyond shattered.
One night at F&G, I ordered my food at the Urban Eats (btw, the ghost pepper tilapia is A-MAZING!!), and not only was the person manning the actual cooking area extremely crabby, the 3 of them in the booth started ARGUING! Loudly. It took over 15 minutes for me to get my food. I was the only one in line! I am not one that is in a hurry on vacation - I truly am not. I did not mind the wait, even. The fact that I was greeted by a sour face and then had to stand there and listen to an argument... That stuff should not happen in any CS role, but definitely not in WDW.

I take back my prior statement of only 2 good CM's...I forgot about the crew at Restaurantasaurus (sp) at AK. They were fantastic! But, Paige and Dolly at Pop Century were the only ones, the whole 8 days, that did not make it seem like I was an imposition. It was ridiculous.

We have gone to WDW over 20 times in the last 15 years. I expect (HOPE!) that things change over time. And they have - training, customer service, cleanliness, overall attitude, value, and overall experience have all changed. But not in a good way .

We cancelled our vacation...airfare was cancelled today (Thank you Southwest for the flexibility!). We have always been die hards...no more.

 

[Cormoran]

When I say "tracking" I don't mean it in the literal sense that I was watching/writing down every interaction. What I meant was that there were SO few "good" interactions with CM's that they stood out...so I was able to track that "hey, today Paige was the only CM that actually had a smile on her face and did not look disgusted that I got into her line!". The usual customer service of, at minimum, no surliness, was beyond shattered.
One night at F&G, I ordered my food at the Urban Eats (btw, the ghost pepper tilapia is A-MAZING!!), and not only was the person manning the actual cooking area extremely crabby, the 3 of them in the booth started ARGUING! Loudly. It took over 15 minutes for me to get my food. I was the only one in line! I am not one that is in a hurry on vacation - I truly am not. I did not mind the wait, even. The fact that I was greeted by a sour face and then had to stand there and listen to an argument... That stuff should not happen in any CS role, but definitely not in WDW.

I take back my prior statement of only 2 good CM's...I forgot about the crew at Restaurantasaurus (sp) at AK. They were fantastic! But, Paige and Dolly at Pop Century were the only ones, the whole 8 days, that did not make it seem like I was an imposition. It was ridiculous.

We have gone to WDW over 20 times in the last 15 years. I expect (HOPE!) that things change over time. And they have - training, customer service, cleanliness, overall attitude, value, and overall experience have all changed. But not in a good way .

We cancelled our vacation...airfare was cancelled today (Thank you Southwest for the flexibility!). We have always been die hards...no more.

I am so sorry for your loss. When everyday life gets overwhelming its a place of day dreams. That may sound stupid or overblown, but I really think giving up on the place you have enjoyed for so many years is a loss.

 

[maxiesmom]

When I say "tracking" I don't mean it in the literal sense that I was watching/writing down every interaction. What I meant was that there were SO few "good" interactions with CM's that they stood out...so I was able to track that "hey, today Paige was the only CM that actually had a smile on her face and did not look disgusted that I got into her line!". The usual customer service of, at minimum, no surliness, was beyond shattered.
One night at F&G, I ordered my food at the Urban Eats (btw, the ghost pepper tilapia is A-MAZING!!), and not only was the person manning the actual cooking area extremely crabby, the 3 of them in the booth started ARGUING! Loudly. It took over 15 minutes for me to get my food. I was the only one in line! I am not one that is in a hurry on vacation - I truly am not. I did not mind the wait, even. The fact that I was greeted by a sour face and then had to stand there and listen to an argument... That stuff should not happen in any CS role, but definitely not in WDW.

I take back my prior statement of only 2 good CM's...I forgot about the crew at Restaurantasaurus (sp) at AK. They were fantastic! But, Paige and Dolly at Pop Century were the only ones, the whole 8 days, that did not make it seem like I was an imposition. It was ridiculous.

We have gone to WDW over 20 times in the last 15 years. I expect (HOPE!) that things change over time. And they have - training, customer service, cleanliness, overall attitude, value, and overall experience have all changed. But not in a good way .

We cancelled our vacation...airfare was cancelled today (Thank you Southwest for the flexibility!). We have always been die hards...no more.

Thanks for taking the time to explain. It dose suck when you run into a bunch of Grumpy Gusses.

 

[TLSnell1981]

This is what I have been saying. They raise prices, customer service is declining, rides are closed etc. Yet people are going in droves. It seems they have no reason tho change, they are doing something right, at least from a business standpoint. From a guest? Not so much.

Maybe, they are offering attractive packages to those, who live outside the U.S.? Possibly, they travel infrequently (to WDW) and have no expectations, so there's a much lower bar.

I remember a conversation from a while back. They no longer desire frequent long term guests. They are not Disney's target group.

 

[cabanafrau]

I think that most of the magic people talk about was brought into the parks by them. A huge chunk of it has to do with attitude. And if you are in the mindset that you are going to watch CMs and keep track of if they are nice enough or not, then that is not an attitude that sets the parks up to feel magical. Instead of living in the moment and enjoying your time you are looking for right and wrong. Not a magical way to vacation.

I also thinks the old saying of familiarity breeds contempt is very true. The first few times some people go to WDW they are caught up in the wonder of seeing the castle, or of watching Illuminations. Maybe a few trips in they start to notice that a certain firework didn't go off as planned. Or that a bench is no longer where it used to be. Instead of being caught up in the magic they are now judging everything.

I'm happy to say I have not gotten there yet. I was at WDW for 6 nights in October, and go again at the end of this month for 7 nights. And I can hardly wait! Maybe for some of you a break is in order. And hopefully if you decide to go back in a few years you will once again get caught up in being there, and not waste your time judging everything.

My comments regarding WDW in this thread were critical. Rest assured that my dissatisfaction is in no way due to a lack of preparation on my part to pack fountains, trees and/or clean and properly maintained attractions in my carry on. I distinctly remember a time when those things were included amenities when traveling to WDW. It almost seemed unnecessary to even bring a smile because there was always one waiting around the next corner. I have visited the parks 5 times since 1972, with the shortest timespan between visits being 7 years.

Has the caliber of service from CM's declined? Yes. I didn't criticize that because I realize they are paid very little and have to put up with a lot of unpleasant conditions every day.

Your diagnosis doesn't seem to fit what ails this Disney fan. Any clue what could be the matter?

 

[anniemae]

I remember a conversation from a while back. They no longer desire frequent long term guests. They are not Disney's target group.[/QUOTE]


You know, now that you mention it, I kind of remember something about them not targeting returning guests, which I don't understand. Wouldn't that be their bread and butter? I would think they would WANT people to keep returning year after year spending money. If they only want one time guests to come and spend a bunch of money on a "trip of a lifetime" then that would be just a one time monetary gain for Disney. I would think the folks returning again and again would be worth more to Disney?

 

[Angel Ariel]

I remember a conversation from a while back. They no longer desire frequent long term guests. They are not Disney's target group.

You know, now that you mention it, I kind of remember something about them not targeting returning guests, which I don't understand. Wouldn't that be their bread and butter? I would think they would WANT people to keep returning year after year spending money. If they only want one time guests to come and spend a bunch of money on a "trip of a lifetime" then that would be just a one time monetary gain for Disney. I would think the folks returning again and again would be worth more to Disney?

I believe the theory, in general, is that the one time guests tend to spend more overall than repeat guests do...so having constant 1 time guests instead of many repeat guests is, in the end, more profitable for Disney.

Not saying I agree or disagree with that theory, just that that is how I've understood the theory to be. DLR seems to be doing quite well with its local base.

 

[cabanafrau]

Having infrequent new attractions and offerings isn't an issue if they're dealing with a heavy pool of new guests -- it's all new to them.

 

[VikkiLilyBee]

Disney does exit surveys (have done for many years) for guest satisfaction etc. When I was a CM in 2011 we were told that the average family saves for 15 years for a Disney vacation. And yes, that's average... not longest! They *know* they're expensive, and the "once in a lifetime" thing is the reality for so many of their guests. Probably why they're happy to target those guests to make them spend so much more.
Personally, I bring my own magic to the parks, but as a Brit I don't get to visit that often. And for me, a trip back is like going home. I also have a lot of friends there.

 

[anniemae]

Having infrequent new attractions and offerings isn't an issue if they're dealing with a heavy pool of new guests -- it's all new to them.

I guess that makes sense. No need to update rides, get flashy new attractions etc. if you are catering to first timers/once in a lifetime folks.

I also feel the food quality has gone down hill. We always look forward to nice meals at Disney, used to be a big draw for us. I feel like the food is not as good.

 

[powellrj]

I am debating weather I want to go to WDW or Universal this year. DD bought a season pass this year for Universal and has already been twice this year.

 

[WillAustin]

I believe the theory, in general, is that the one time guests tend to spend more overall than repeat guests do...so having constant 1 time guests instead of many repeat guests is, in the end, more profitable for Disney.

Not saying I agree or disagree with that theory, just that that is how I've understood the theory to be. DLR seems to be doing quite well with its local base.

I understand the theory, but I'd bet we used to spend enough on each repeat trip to cover several first time families.

 

[Minnesota!]

I am so sorry for your loss. When everyday life gets overwhelming its a place of day dreams. That may sound stupid or overblown, but I really think giving up on the place you have enjoyed for so many years is a loss.

you are absolutely right. It has been our respite for many years. But now a vacay there is more stressful than real life. We cancelled our August trip and we are going to the north shore. I cannot wait.

 

[Planogirl]

If I have to bring my own magic then I might as well take it somewhere less expensive.

Seriously, I admit that I'm pretty hard on WDW but then they taught me to expect a lot. There are still great CM's and attractions and restaurants but things keep changing and not for the better usually. I still hope that they'll turn it around.

The discussion about Disney focusing mostly on one time visitors is interesting. I know that it will take a while but that group isn't infinite.

 

[Mad Hattered]

If I have to bring my own magic then I might as well take it somewhere less expensive.

Seriously, I admit that I'm pretty hard on WDW but then they taught me to expect a lot. There are still great CM's and attractions and restaurants but things keep changing and not for the better usually. I still hope that they'll turn it around.

The discussion about Disney focusing mostly on one time visitors is interesting. I know that it will take a while but that group isn't infinite.

Extremely well spoken.