I would like to start off by saying that Ohana is one of my must do's for every trip. I just love the atmosphere and the fact that they bring me meat grilled over an open fire on a big stick. Something about that is just so awesome 
I was very disappointed with my service experience on my December 1st trip and I wanted to share it with the Dis community as I am hearing similar issues from others. I would love to have others contact Disney regarding their concerns so that perhaps something will be done to improve the service of this location.
My ordeal began when I showed up at 6:45pm for my 7:20pm ADR. After waiting in a ridiculously long line just to check in I was told by an obviously very frustrated CM that I did not have a reservation. She claimed to have looked every possible way to locate my name on her list and according to her I did not have one. First off yes I know I should have had my confirmation number with me to be able to pull it out and say BooYa here it is but I did not!! Never have I had a problem with my reservations so never felt it necessary. Anyways she than proceeds to tell me that she can put me on a walk up list and if any thing becomes available I could have the table but she expected it to be about 2 hours. I was furious but not with her because heck it is my fault I did not bring the confirmation number.
I went downstairs to the Concierge and asked them to look at my reservations as I clearly knew that I had seen them online the day before I left for my trip. The concierge with in minutes was able to locate my reservation, print my confirmation number and had me on my way back up to the check in desk upstairs.
Back up to the check in desk I go to speak to the same CM that was adamant that I did not have a reservation and almost seemed like she felt like she was "on to me" pretending to have a reservation to get into a sold out restaurant that I did not actually have. I hand her my reservation print out and mentioned that the Concierge was able to find it within a minute. She smugly looks at it and says "oh you do have one". She then proceeds to hand me a pager and sends me over to the lounge. No apology! It is now 7:15pm.
My family and I are seated in the lounge awaiting our pager to go off. At 8:00pm Wishes starts and we are able to watch from the lounge area. We get talking to a group of ladies who have been waiting for about 45mins and were hoping to get a walk up table as they did not have an ADR. A few minutes later their pager goes off for them to come get their table!!!??? Sorry forgot to add that they were the exact same party size as us and had been there less time than us. I get up to go and speak to the check in CM and am advised to have a seat and they will page us when our table is ready. Another half an hour must have gone by before we finally got our table. It was too the point where my youngest son fell a sleep in his stroller never waking up to even eat. My oldest was so tired that he hardly ate anything.
When we did finally get to eat, the food was very good and the servers were friendly and there when we needed them. Unfortunately the experience before the meal made this meal no where near as enjoyable as I would have liked it to be.
I will be sending a letter to Disney to inform them of my experience not in the hope of receiving something "free" from Disney but in the hopes that others will also let them know about their experience and Disney decides that something needs to change at Ohana. Personally I believe it is a management issue but I will let Disney decide that on their own.
I was very disappointed with my service experience on my December 1st trip and I wanted to share it with the Dis community as I am hearing similar issues from others. I would love to have others contact Disney regarding their concerns so that perhaps something will be done to improve the service of this location.
My ordeal began when I showed up at 6:45pm for my 7:20pm ADR. After waiting in a ridiculously long line just to check in I was told by an obviously very frustrated CM that I did not have a reservation. She claimed to have looked every possible way to locate my name on her list and according to her I did not have one. First off yes I know I should have had my confirmation number with me to be able to pull it out and say BooYa here it is but I did not!! Never have I had a problem with my reservations so never felt it necessary. Anyways she than proceeds to tell me that she can put me on a walk up list and if any thing becomes available I could have the table but she expected it to be about 2 hours. I was furious but not with her because heck it is my fault I did not bring the confirmation number.
I went downstairs to the Concierge and asked them to look at my reservations as I clearly knew that I had seen them online the day before I left for my trip. The concierge with in minutes was able to locate my reservation, print my confirmation number and had me on my way back up to the check in desk upstairs.
Back up to the check in desk I go to speak to the same CM that was adamant that I did not have a reservation and almost seemed like she felt like she was "on to me" pretending to have a reservation to get into a sold out restaurant that I did not actually have. I hand her my reservation print out and mentioned that the Concierge was able to find it within a minute. She smugly looks at it and says "oh you do have one". She then proceeds to hand me a pager and sends me over to the lounge. No apology! It is now 7:15pm.
My family and I are seated in the lounge awaiting our pager to go off. At 8:00pm Wishes starts and we are able to watch from the lounge area. We get talking to a group of ladies who have been waiting for about 45mins and were hoping to get a walk up table as they did not have an ADR. A few minutes later their pager goes off for them to come get their table!!!??? Sorry forgot to add that they were the exact same party size as us and had been there less time than us. I get up to go and speak to the check in CM and am advised to have a seat and they will page us when our table is ready. Another half an hour must have gone by before we finally got our table. It was too the point where my youngest son fell a sleep in his stroller never waking up to even eat. My oldest was so tired that he hardly ate anything.
When we did finally get to eat, the food was very good and the servers were friendly and there when we needed them. Unfortunately the experience before the meal made this meal no where near as enjoyable as I would have liked it to be.
I will be sending a letter to Disney to inform them of my experience not in the hope of receiving something "free" from Disney but in the hopes that others will also let them know about their experience and Disney decides that something needs to change at Ohana. Personally I believe it is a management issue but I will let Disney decide that on their own.
(it is now 9:45) and that they can seat me- I asked if I could go outside to watch the fireworks and come back inside- they said the kitchen will quit cooking at 10 so I needed to go ahead and be seated. 
the CM's were just plain rude. They ask our name and then could not find then ask phone number it reserved under and could not find. all along I kept telling them had the confirmation number and "oh no she did not need that" WELL she did finally seriously after ten minutes take it and Found us?????
we ten were "told" we were late? and I said NO we been standing here for over 45 minutes in line waiting on YOU since apparently you cannot find others ADR's as well ...and she proceeded to tell me "well if all you people would give us the right information we could pull it up"
I was not going to argue with her as all we wanted was to eat and had wasted hour or more already. It was obvious the CM was going to be right and all of us in line wrong so we went to wait again as we had to get our pictures taken I told her NO we do not want them taken as we are not going to buy them. I was informed they ned to at least take the picture and "then" we are considered in line for a table. I informed this CM I needed to see a manager and one (or someone) was called and he proceeded to tell us it is policy to take our picture then go into the waiting line (even though we had ADR"S) again told him we did not want pictures taken and we then were seated. finally. Food was good and servers were excellent. the only thing is the fake flowers they put around our necks flaked or shred off all over our shirts and was very hard to get off. 
