Mobile order is a disaster at Aulani

[Bigmace]

First of all mobile order is very limited at Aulani. Just one restaurant currently from 11am to 5pm (off the hook).

I placed a mobile order today for 4:45-5:00pm pickup at off the hook. Get a notification at 4:30 that my food is ready for pickup. By the time I saw it was already 4:50. Head over there and ask where I pickup mobile orders 3 times. They just said “over there” and pointed down the path towards the luau garden. Finally someone walked to me to some unmarked table about 100 feet from the restaurant with a bag with my name on it. No worker there, no sign that here is where you pick up your food, any body walking by could have taken it or messed with it. How do I know this food wasn’t tampered with? Hundreds of people walking bye on the way to the luau. GROSS. I asked them to remake it. But the cast members didn’t see what the big deal was.

I would think twice about mobile order at Aulani. Really disappointed that Disney thinks this is acceptable.

 

[starry_solo]

Isn't that near the self service soda machine?

 

[Bigmace]

Looks like maybe where it used to be. Now it’s just a hole in the wall with a board over it. All the self service machines have been removed other than those at ulu cafe.

 

[AstroBlasters]

First of all mobile order is very limited at Aulani. Just one restaurant currently from 11am to 5pm (off the hook).

I placed a mobile order today for 4:45-5:00pm pickup at off the hook. Get a notification at 4:30 that my food is ready for pickup. By the time I saw it was already 4:50. Head over there and ask where I pickup mobile orders 3 times. They just said “over there” and pointed down the path towards the luau garden. Finally someone walked to me to some unmarked table about 100 feet from the restaurant with a bag with my name on it. No worker there, no sign that here is where you pick up your food, any body walking by could have taken it or messed with it. How do I know this food wasn’t tampered with? Hundreds of people walking bye on the way to the luau. GROSS. I asked them to remake it. But the cast members didn’t see what the big deal was.

I would think twice about mobile order at Aulani. Really disappointed that Disney thinks this is acceptable.

That’s the same place mobile order pickup has always been.

 

[Bigmace]

That’s the same place mobile order pickup has always been.

So people are just expected to know that? No sign, no arrows pointing to it, cast members acting annoyed when asking for directions on where to find it? And then just anyone can steal or mess with your food?

 

[CastAStone]

They should not be making your food outside of your selected window. That’s incredibly obnoxious.

Your subject line could be “Mobile order is a disaster at Disney” and it would still be correct. WDW has a different set of problems and the few spots at DL have different ones still, but I have pivoted to using it in emergencies only; it’s not worth it.

 

[gsdweller]

Mobile order at DisneyLand is awesome. We use it constantly and have never had an issue.

 

[iheartglaciers]

They should not be making your food outside of your selected window. That’s incredibly obnoxious.

Your subject line could be “Mobile order is a disaster at Disney” and it would still be correct. WDW has a different set of problems and the few spots at DL have different ones still, but I have pivoted to using it in emergencies only; it’s not worth it.

What are the WDW problems that you’ve had? It’s worked pretty well for us.

Back to Aulani, I was disappointed that mobile order was just at Off the Hook and didn’t really cover most of dinner time. The signage for mobile order was better when I was there 2 years ago, but seems to have disappeared since then (was there last week).

 

[VGCgroupie]

First of all mobile order is very limited at Aulani. Just one restaurant currently from 11am to 5pm (off the hook).

I placed a mobile order today for 4:45-5:00pm pickup at off the hook. Get a notification at 4:30 that my food is ready for pickup. By the time I saw it was already 4:50. Head over there and ask where I pickup mobile orders 3 times. They just said “over there” and pointed down the path towards the luau garden. Finally someone walked to me to some unmarked table about 100 feet from the restaurant with a bag with my name on it. No worker there, no sign that here is where you pick up your food, any body walking by could have taken it or messed with it. How do I know this food wasn’t tampered with? Hundreds of people walking bye on the way to the luau. GROSS. I asked them to remake it. But the cast members didn’t see what the big deal was.

I would think twice about mobile order at Aulani. Really disappointed that Disney thinks this is acceptable.

Frustrating that they didnt make it for the time you asked it to be ready. Was the food not in boxes? Cant imagine it getting contaminated in boxes in a bag. I can see not wanting cold food though.

 

[Paul Stupin]

First of all mobile order is very limited at Aulani. Just one restaurant currently from 11am to 5pm (off the hook).

I placed a mobile order today for 4:45-5:00pm pickup at off the hook. Get a notification at 4:30 that my food is ready for pickup. By the time I saw it was already 4:50. Head over there and ask where I pickup mobile orders 3 times. They just said “over there” and pointed down the path towards the luau garden. Finally someone walked to me to some unmarked table about 100 feet from the restaurant with a bag with my name on it. No worker there, no sign that here is where you pick up your food, any body walking by could have taken it or messed with it. How do I know this food wasn’t tampered with? Hundreds of people walking bye on the way to the luau. GROSS. I asked them to remake it. But the cast members didn’t see what the big deal was.

I would think twice about mobile order at Aulani. Really disappointed that Disney thinks this is acceptable.

Probably a good idea in the future to check the mobil app a little earlier. Did you ask for a refund? They're usually pretty accommodating.

 

[AstroBlasters]

Probably a good idea in the future to check the mobil app a little earlier. Did you ask for a refund? They're usually pretty accommodating.

Much easier to sound off on a message board…. “that’ll show them!”

 

[Paul Stupin]

Much easier to sound off on a message board…. “that’ll show them!”

I know! The whole complaint seems a bit of a non issue. The first time we picked up
our takeout it took us about one minute to walk around to the other side. And it was a fast one minute!

 

[AstroBlasters]

I know! The whole complaint seems a bit of a non issue. The first time we picked up
our takeout it took us about one minute to walk around to the other side. And it was a fast one minute!

I can understand a post that says something like “Heads Up! The Mobile Order pickup can be tough to find!” and then encouraging people who feel similar to put that in their survey feedback.

But…. “disaster”… I thought someone died because of a food allergy….

Ridiculous language.

 

[Skywalker3]

Good to know they even have a mobile order option, although sounds very limited. We've also very much loved and had almost always great experiences with mobile order at Disney World. I rarely choose a QS restaurant that doesn't offer it. We started using it as soon as it rolled out. It is frustrating when there is no signage though, but hopefully can figure it out at Aulani if we choose to use it.

 

[J-Dog]

They should not be making your food outside of your selected window. That’s incredibly obnoxious.

Your subject line could be “Mobile order is a disaster at Disney” and it would still be correct. WDW has a different set of problems and the few spots at DL have different ones still, but I have pivoted to using it in emergencies only; it’s not worth it.

I kind of agree that mobile order at WDW can be a PITA more often than not, and because of that, I agree that it's not worth it.

But the OP's complaint seems more like a minor inconvenience than a disaster.

 

[Imurhuckleberry]

And now that you've learned, you'll know it forever. Where pickup is, what time to order (and not, hint don't order right before that service closes. It's a lunch pickup, not dinner. You tried to work the system and make it dinner. Roll the dice, pay the price), and probably even what type of of food to order and what to expect (hot takeout food almost always needs to be reheated)

I'm sure you're a good person and were just frustrated by this singular experience. But the post comes across as disingenuous, whiny, and exaggerated

 

[Kmk2]

And now that you've learned, you'll know it forever. Where pickup is, what time to order (and not, hint don't order right before that service closes. It's a lunch pickup, not dinner. You tried to work the system and make it dinner. Roll the dice, pay the price), and probably even what type of of food to order and what to expect (hot takeout food almost always needs to be reheated)

I'm sure you're a good person and were just frustrated by this singular experience. But the post comes across as disingenuous, whiny, and exaggerated

I thought it was an informative post, but I don’t work for Disney.

 

[Paul Stupin]

I thought it was an informative post, but I don’t work for Disney.

Uh, not sure I understand your meaning. I don’t work for Disney, but complaining about not being able to find a pick up location for some takeout, even after an employee points you in the right direction, just seems kind of silly and trivial.
And if OP was so monumentally offended by the inconvenience, I’m sure the restaurant would have refunded the cost, which would have been a far more effective strategy than doing nothing and only complaining about it later.

 

[geargrinder]

The walkway path actually has a sign with an arrow directing you to the mobile order pickup location.

Guess you missed it.

 

[Kmk2]

Uh, not sure I understand your meaning. I don’t work for Disney, but complaining about not being able to find a pick up location for some takeout, even after an employee points you in the right direction, just seems kind of silly and trivial.
And if OP was so monumentally offended by the inconvenience, I’m sure the restaurant would have refunded the cost, which would have been a far more effective strategy than doing nothing and only complaining about it later.

Oh, I wasn’t responding to you