My mom's 80th birthday dinner :(

[oklamomof4boys]

When we asked my mom what she wanted to do for her 80th birthday, she said, "I want to go to Epcot! I've never been!" Since we were getting off of a cruise the day before, this was feasible. So I set out to make it the most special birthday ever. Since mom loves attention, our goal was to get her as much attention as possible. I made shirts that said, "Today is my mom's/mother-in-law's/nana's/wife's birthday". At the earliest day possible, I called to make ADRs. Since all the kids hate Biergarten, they said the only place to get a table for 17 was Coral Reef. The other restaurants would only make ADRs for 16. I asked if we could just squish one more in, or make 2 ADRs and have the tables next to each other. They said they couldn't guarantee the tables would be where we could all talk. If we wanted to make sure we were at one table we had to do Coral Reef. I had read mixed reviews of the place, but figured it would be ok (we were more interested in the experience than the quality of the food). I told them several times to note that it was an 80th birthday celebration - and also my parent's 58th anniversary.

When we showed up at the restaurant, we had to wait quite a bit - that was no big deal. I reminded them again of the celebrations. But when they started to seat us, she told us we had to leave the wheelchairs outside - that they would have to walk down "2 sets of stairs". I said, "Seriously, they can't take their wheelchairs in?" The hostess said, "You didn't note on the ADR that you had wheelchairs." I didn't realize I had to! When I made the ADR and told them it was an 80th birthday celebration, if it was critical to note if they had wheelchairs, you would have thought they would have asked us. I looked at the hostess confused as I didn't know what to do. I knew that mom couldn't walk down "2 sets of stairs". She just said, "So do you want the tables or not?" My teenage sons said, "We'll carry Nana if we have to!" Fortunately, the "2 sets of stairs" were only a few steps each so the boys were able to get her down them and to the table eventually. But then we were seated at 2 tables - they were next to each other, but they were those semi-circle ones with high backs - we couldn't even see the people at the other table - let alone talk to them! I explained that it was a birthday celebration and we were supposed to be at one table and they said, "We don't have tables for 17!" So we sat the kids at one table and the adults at the other. To make matters worse, we didn't even have the same server! I told them that some of the people at the other table were on the same ticket as people at our table. They said, "No problem, we'll figure that out at the end." Well, the kids got their food way before we did and were finished probably 30 minutes before we were. Luckily, they sat there quietly. The service was terrible - we never got drink refills. My brother has a health condition that requires he drinks a lot of water. He asked if they could just leave a pitcher of water for him and he was told that was against policy. We never got more bread (which was the only thing the boys liked of their meal). When we were all done, the server asked if we wanted dessert. After such poor food quality at high prices, not everyone wanted to order dessert, but still wanted them to sing happy birthday to her. Every other restaurant (we celebrated several days) automatically had brought a cupcake and sang Happy Birthday to her - it wasn't about the cupcake it was about the attention. I told the server we didn't want to order dessert, but it was a birthday celebration. He said, "Yeah, but you didn't order anything!" I looked at him trying to convey that we wanted them to sing to her without saying that out loud in front of mom. Finally the guy said, "I'll see what I can do." He then brought out a cake, set it in front of mom and said, "But no one else can eat it!" No singing or anything (even though we heard them sing happy birthday to several other people throughout the night). So our family spontaneously broke out in song (took a while for the kids at the other table to catch on since they were practically asleep at their table by now). Then to cap it off- when asked for our checks to be separated by families, they said, " We can't do that - we are separate servers!" So we had to pay our bills for our table and then wait for the tickets for the kids' table (even though the kids had been done for so long, they still didn't have their check).

It was a very un-Disney experience. I would complain but I don't know who to complain to. Luckily every other restaurant was wonderful (especially 50's Prime Time Cafe & Jamie, our server), but we will never return to Coral Reef. Sorry this is so long, but I feel better getting this off my chest!

 

[kari B.]

I would definitely call Disney and complain... Make sure you have the exact time and evening written down. It probably would have been good to have the servers names too. I know someone will pipe in with the number of who to call before the evening is over. I'd be fuming.... Good luck... Just the satisfaction of complaining would make me feel better.

 

[ccgirl]

Absolutely I would be upset about the wheelchair thing. Is there even any where you can note it on the reservation? As far as the parties splitting up, they "warn" you at many restaurants once you put in a number of 6 or greater than your party may be split up. I would also never assume they would bring something for free to celebrate an occasion. If it was important to me, I would have ordered something. Why people expect something for free or say it is un-Disneylike if they don't get something for free always surprises me.

From the reservation website:
General Information
•Menu items, pricing and hours are subject to change without notice.
•All Walt Disney World dining facilities are non-smoking.
•Specialty celebration cakes are available for an additional charge and should be ordered 48 hours in advance by calling the Cake Hotline at (407) 827-2253. Guests under age 18 must have parent or guardian permission to call.
•Guests may request a 6" cake (non-personalized) upon arrival at the dining location for a charge of $21.00 plus tax and gratuity (no advance notice required), with the exception of Victoria & Albert's at Disney's Grand Floridian Resort & Spa. Guests who wish to order a personalized cake may call the "Cake Hotline" at (407) 827-2253. Guests under age 18 must have parent or guardian permission to call. Personalized cake orders require 48-hour advance notice.

I guess I don't understand the hoopla over the two checks either.

IMHO, the wheelchair and poor service are definite complaints. The party splitting up, no free birthday dessert, and the two checks are to be expected.

You mentioned your mom got free dessert at other restaurants. Did you really think she should be getting free dessert at every place? There are a lot of people celebrating birthdays, anniversaries, weddings etc. While WDW does indulge us with pixie dust I think some people really have come to feel they are entitled to it.

Having said all that, I am not a big fan of Coral Reef. It is on our do not go back list as well.

 

[tzeitel]

I agree, give Disney a call. I can see how when you booked they only gave you CR as an option for your party size - the agent just looks at the restaurant info and it might not say that your party would be split up, they probably thought this would be the best option for your celebration. Waiting for a bit for the table is not unheard of, even with ADRs, especially for a large party. Now the rest I would definately complain about - their attitude towards the need of elderly ppl, the quality of the food and service etc.

I want to book CR - DD has special needs and since she is crazy about fish (looking at, not eating ) I figured this would give us one semi-relaxed meal. But I keep reading all of these mixed reviews both about service and food that I am afraid since I am booking for 9 of us.

DH and I would put up with a lot just to bring a little bit of happiness to DD but I also don't want to have 6 other ppl have a horrible meal

 

[ccgirl]

I agree, give Disney a call. I can see how when you booked they only gave you CR as an option for your party size - the agent just looks at the restaurant info and it might not say that your party would be split up, they probably thought this would be the best option for your celebration. Waiting for a bit for the table is not unheard of, even with ADRs, especially for a large party. Now the rest I would definately complain about - their attitude towards the need of elderly ppl, the quality of the food and service etc.

I want to book CR - DD has special needs and since she is crazy about fish (looking at, not eating ) I figured this would give us one semi-relaxed meal. But I keep reading all of these mixed reviews both about service and food that I am afraid since I am booking for 9 of us.

DH and I would put up with a lot just to bring a little bit of happiness to DD but I also don't want to have 6 other ppl have a horrible meal

I just want to say that not every table has a view of the tank. Especially for children. My DD8 and our group was sat at the top tier and she couldn't see. I had to hear the whole time how she couldn't see. Just wanted to let you know that a table by the tank is not guaranteed. They didn't even take requests for it when I was there because, as they said, everyone would request it. I would just her hang out in the Living Seas. Much better views anyway. Then, you can book her another meal. But, that's just my opinion.

 

[Pakey]

I agree, give Disney a call. I can see how when you booked they only gave you CR as an option for your party size - the agent just looks at the restaurant info and it might not say that your party would be split up, they probably thought this would be the best option for your celebration. Waiting for a bit for the table is not unheard of, even with ADRs, especially for a large party. Now the rest I would definately complain about - their attitude towards the need of elderly ppl, the quality of the food and service etc.

I want to book CR - DD has special needs and since she is crazy about fish (looking at, not eating ) I figured this would give us one semi-relaxed meal. But I keep reading all of these mixed reviews both about service and food that I am afraid since I am booking for 9 of us.

DH and I would put up with a lot just to bring a little bit of happiness to DD but I also don't want to have 6 other ppl have a horrible meal

The only tables at Coral Reef that seat 9 are those at the back of the restaurant, on the top tier. The tankside tables are most for 4 people and then there are a few 2 tops. Across the aisle on the bottom level are booths that seat 5, maybe 6. The next tier starts with tables again, I know as a party of 6 we have been seated here twice. Then there is another row of those booths. Then the top tier is where the larger tables are. From these tables, it would be hard for a child to see the tanks.

We have dined here many times, from a party of 2 up to a party of 17, and the one consistent thing is that the service is very slow here. We have always been split as a larger party and seated at multiple tables.

 

[angierae]

I'm sorry your birthday celebration went so poorly. We celebrated my husband's 41st birthday at Coral Reef and there were only 6 of us and we had a bad experience, as well - the food was lovely, but the service was excrutiatingly slow even though we had 8pm reservations and the restaurant was practically empty. My normally even-temptered MIL had to be removed from the dining room by my BIL because she was so upset. (Plus we had a few request that were flat out ignored - dietary issues regarding my DD15's brand new braces) and when they sat us the waiter asked my DD if it was her birthday we were celebrating - when she said no, it was her stepfather's and pointed to my DH, the waiter ignored that, and never mentioned it again, not even to wish him a happy birthday.

It soured us enough that we won't be returning even tho we all really liked the food.

(We never did complain to disney, which I know is our fault, but my MIL paid for the trip and refused to do anything because she was so embarassed that she'd gotten upset.)

 

[oklamomof4boys]

I probably didn't explain a few things very clearly- I'm at a hotel and the internet keeps going out and I was trying to type quickly.

I was not upset at all about having to wait for our table. I expected that. It wasn't that we wanted a "free dessert". We just wanted them to sing happy birthday. I guess I don't understand why they ask you if you are celebrating a birthday or something when you make your ADRs if it isn't something they usually do. We are NOT people who are looking for freebies!

If they do not guarantee a table for large parties, they should have told me this when I made the ADRs. The people I talked to on the phone to make the ADR were very friendly and helpful. We talked at length about our options for dining together. They knew that a table together was a priority and I was NEVER told that wasn't guaranteed. I understand why it can't be guaranteed, and if I had been told this, we would have taken our chances with a different restaurant. They knew that I would have preferred a different restaurant and the ONLY reason we chose Coral Reef was because they guaranteed us a table for 17 ( and I know this wasn't the fault of the people at Coral Reef- but not proper information from the people making the ADR).

The separate checks wasn't a huge deal- more like the final straw. It was a bit of a pain because everyone was paying by credit card and we had to do each as 2 transactions. Again, not a big deal but still an annoyance.

BTW- I was perfectly pleasant to everyone. I am not one of those loud, complaining people.

 

[ccgirl]

I probably didn't explain a few things very clearly- I'm at a hotel and the internet keeps going out and I was trying to type quickly.

I was not upset at all about having to wait for our table. I expected that. It wasn't that we wanted a "free dessert". We just wanted them to sing happy birthday. I guess I don't understand why they ask you if you are celebrating a birthday or something when you make your ADRs if it isn't something they usually do. We are NOT people who are looking for freebies!

If they do not guarantee a table for large parties, they should have told me this when I made the ADRs. The people I talked to on the phone to make the ADR were very friendly and helpful. We talked at length about our options for dining together. They knew that a table together was a priority and I was NEVER told that wasn't guaranteed. I understand why it can't be guaranteed, and if I had been told this, we would have taken our chances with a different restaurant. They knew that I would have preferred a different restaurant and the ONLY reason we chose Coral Reef was because they guaranteed us a table for 17 ( and I know this wasn't the fault of the people at Coral Reef- but not proper information from the people making the ADR).

The separate checks wasn't a huge deal- more like the final straw. It was a bit of a pain because everyone was paying by credit card and we had to do each as 2 transactions. Again, not a big deal but still an annoyance.

BTW- I was perfectly pleasant to everyone. I am not one of those loud, complaining people.

Thanks for the clarifications. Not sure why they ask. Maybe if they have a chance to help you celebrate they will? We were about 50/50 with my children's birthday's and our Anniversary (two different trips) as far as desserts or confetti etc. California Grille was by far the most attentive.

Unfortunately, the people on the phone were incorrect. There is no guarantee a party of 17 won't be split up. We had our party of 8 be split up at 1900 Park Fare. When you make the reservation online you do get the pop up warning that you may be separated. Unfortunately, over the phone you are at the mercy of the attendant to give you accurate information. Which, in this case, did not happen.

I hear you with the final straw about that place though. It seemed to be one thing after another when we ate there in December. We won't be back again.

 

[TheRealDrDisney]

OP - write them, do not call. Leave a paper trail. Tell them exactly what you told us here. Go to the feedback link at disneyworld.com.

If nothing else is accomplished, at the very least there may be some retraining for the ADR CM's and the Coral Reef CM's.

It's a great time to hire new employees - lots of talented and experienced folks are unemployed. Perhaps it's time for a change at Coral Reef...

 

[DisneySarah80]

I'd call Disney and let them know. But heres my take on it....

I'd be very upset about the two tables thing - especially since you couldn't even see each other, and you had specified that you wanted to be at one table.
The servers additude wasn't nice, however I wouldn't have looked for a free dessert. You didn't want to order anything, but expected to get a free cupcake and singing... I just don't get that.
As far as the wheelchair, though they should mention the stairs, I think its your responcibility to mention that along with allergies and medical conditions.

Good luck with calling / emailing them!

 

[plutolovr]

With a party this large at Epcot I would've called Epcot group dining and booked one of their party packages outside around the World Showcase. You could've had some finger food and dessert and enjoyed Illuminations from your dining area.

 

[Agri]

Here is my take on it:

Disney reservations was misleading. The service was bad. The server was rude. Valid complaints.

Did you ask them to sing happy birthday? They might have assumed since this was for an older birthday that you would have preferred something quieter. Or the other tables could have specifically asked for it, as well. The cupcake is the standard free birthday dessert. If you order a "real" dessert off the menu, then they add happy birthday on to it. If you want something to go right at Disney, you can't just hope for the best, you have to pay for it and be very explicit with your instructions. (Personal experience)

Personally, I think the bigger fault here lies with the reservations people than the restaurant itself. Their misinformation set you up for a very unreasonable expectation of the restaurant so the minor things you encountered seemed way worse than they really were. They are also the ones who should have put the notes on the ADR if you made the reservation through them and not online.

Coral Reef has slow to bad service - its a regular complaint on the boards. We ate their twice last visit (I can't help it, I love the mussels!) and the first night was AWESOME. The second night we were seated at 7:00p.m. and didn't make it out until well after the park CLOSED. It was awful. There is definitely something wrong at Coral Reef when the service is that spotty. They also need help with the whole wheelchair thing - its clearly a necessary issue with the stairs there, but few of the CM's there are terribly tactful about it.

 

[ctink23]

Sorry to hear this happened to you. I agree that you should contact Disney. And it is unreasonable to not have wheelchair access (and may even violate the Americans with Disabilities Act).

 

[Agri]

Sorry to hear this happened to you. I agree that you should contact Disney. And it is unreasonable to not have wheelchair access (and may even violate the Americans with Disabilities Act).

They have wheelchair access - the top level of the restaurant doesn't require going down steps. I'd imagine its important to mention the need on the ADR so they make sure they have that specific area available for a large group. Hence why I think that the majority of the fault lies with the reservations people.

The only problem I've really had with the wheelchair issue here is that it seems that none of them are trained to tactfully address the issue. We aren't sensitive people, but I can see how someone who is more sensitive would be upset by the way we've been approached about it.

I wouldn't doubt that the staff were equally flustered with the situation they were put into by the reservations representative. I honestly cannot figure out why anyone would recommend it for a large party AND tell them that they could not be split up. If you google a picture of the restaurant, it might give you a better idea.

 

[DaveinFallsChurch]

Sorry that your evening didn't work out.

Here is my take on it:

Personally, I think the bigger fault here lies with the reservations people than the restaurant itself. Their misinformation set you up for a very unreasonable expectation of the restaurant so the minor things you encountered seemed way worse than they really were. They are also the ones who should have put the notes on the ADR if you made the reservation through them and not online.

I completely agree with this. Even though the reservation CM was very polite and nice, the majority of the fault I think lies with her. She didn't give you the correct information about the seating situation at Coral Reef nor did she discuss the wheelchair access issue with you. The hostess/servers at CR could have been more polite, but it sounds to me their ability to rectify what was erroneously promised to you by the reservation CM was severely limited. After that, the little things (like the two servers/checks, singing happy birthday) just piled on to an already frustrating situation.

I agree with everyone that you should file a formal complaint but keeping in mind that the real breakdown may have been at the reservation level rather than at the restaurant.

If you're still at WDW, hope some pixie dust is on its way for you and your family!

 

[oklamomof4boys]

I agree the majority of the blame lies with the reservation CM. We have been to DL dozens of times but this was just our second trip to WDW ( and the first was a wish trip so a lot of it was set up for us). I would have loved some suggestions from them ( I actually called 3 times that week- I know not all CMs have accurate information, so I called a couple more times to see if a different CM had any other advice/suggestions). In fact, I asked them if they had any ideas ( only suggestion was going to Ohana- which we did eat there a different day and it was wonderful and would have been a great place, but our party of 17 with 3 wheelchairs was very slow moving and it would have taken a huge chunk of our day to go over to Ohana). I had no idea what the layout of the restaurant was- somehow I thought maybe they had a large table in the center of the restaurant. Oh well, live and learn.

 

[crostorfer]

With a party this large at Epcot I would've called Epcot group dining and booked one of their party packages outside around the World Showcase. You could've had some finger food and dessert and enjoyed Illuminations from your dining area.

This!

 

[oklamomof4boys]

With a party this large at Epcot I would've called Epcot group dining and booked one of their party packages outside around the World Showcase. You could've had some finger food and dessert and enjoyed Illuminations from your dining area.

I really wish I had known about this option. It would have been perfect for us!

 

[TheRustyScupper]

Not Disney Fault:
. . . few eateries have a table for 17
. . . CM's do not have to sign or otherwise celebrate
. . . you did not buy anything special, so nothing should be expected
. . . there are too many options for all ressie people to know them

Disney Fault:
. . . rude servers
. . . not correctly dividing checks among tables


****************************************************.

For birthdays, anniversies, and other celebrations,
no restaurant is that much better than another restaurant.

1) Acknowledgment is a matter of the CM's personal initiative.
2) It also depends upon how much they like you as a guest.
3) CM's can do a lot, or they can do nothing at all.
. . . they are under no obligation to give goodies or even acknowledge, or
. . . they can go way overboard and give lots of gifts to a guest
4) The CM's have a lot of leeway of things to do or not do for you.
5) Have your anniversary-birthday-celebration noted on the ressie and ADR's.
6) Some of the things a CM can do for free are
. . . decorate table with Mickey confetti
. . . best table location
. . . special personalized menu
. . . character-autographed birthday cards
. . . balloons
. . . wine or champagne or Shirley Temples
. . . appetizers or desserts
. . . cakes
. . . cupcake with candle (almost always available for the asking)
. . . placemats autographed by characters
7) If there are multiple celebrations for people during a trip
. . . do not do separate celebrations or tables
. . . one person may get an enthusiastic CM, and get lots of goodies
. . . one person may get a lazy CM and get nothing