New Reservations Cancellation Policy

[mcd2745]

I somewhat agree that Disney created their own problems when it came to the rampant no-show rates at their restaurants. Mostly, because of the 180-day rule...and then to a lesser extent, the dining plan (free or not).

We all understand the challenges the 180-day rule presents. However, it does not justify the things that went on - particulalry the double and even triple-booking, the haording of ADRs at popular places like 'Ohana for every night of your trip until you decide which night you want to go, etc. And then it got compunded when none of the extra ADRs would be cancelled because there was no penalty. There was/is just no excuse for it. It left Disney with absolutely no choice but to make changes. No-show rates were out of control. Almost all of us had seen restaurants that were completely booked sitting half-empty.

Now, could they have made different changes? Sure. We can (and pretty much have) debate that until the cows come home. But people trying to turn around the blame toward Disney (and I've seen many posters do this) for such selfish and reprehensible behavior just doesn't fly. I certainly don't expect anyone to feel sorry for Disney and worry about their lost revenue or anything, but people should have a little courtesy and respect for their fellow guests who would have loved that ADR that was hoarded and went unused.. That's just how a civilized society should work - where, while hokey and all, the old "Golden Rule" influences everything we do. However, today's rule seems to be "As long as I get mine, I couldn't care less about anything else".

 

[starousse]

What bothers me the most is that I know of no other place that has a policy like this. Just a few examples. I have many.

1) Other vacation destinations and first rate hotels do not have this kind of policy. I have been at all inclusive resorts where you need to make reservations and if at the last minute you choose to hit the buffet instead or stay at the bar you can just cancel - even at the last minute. No issues. No fees.

2) The Hotel Hershey - we had reservations for one of the restaurants that was a walk across the property from the main building. My husband did not feel like walking in the heat so we canceled and went to eat in the main building. Oh the horror! We chose our comfort on a vacation where we are paying $500 a night for a room over considering reservation a commitment that cannot be broken for any reason other than death. The reservation line could not have been nicer.

3) At home. - we have several categories of places to eat. Some require reservations weeks out if you want a table on a Saturday night. Some day before or day of is good enough and there are others that just do not take reservations. I had a reservation for my husband and I at one of the "weeks before" category. Then at the last minute a friend was coming for the weekend and she just did not like that kind of food. So we called and canceled and went somewhere else. Our other choices would have been:

. tell our friend to suck it up and come to a restaurant with food she does not like
. Leave her at our home so we could keep our "commitment"
. Tell her to pick another weekend to come visit us since we were already committed to a reservation.

Would anyone on these boards have chosen something other than I did and if so why and how would your friend have reacted?

I do not understand why so many people consider ADRs at a Disney restaurant on a vacation that is meant to be fun and relaxing for your family to be completely unmovable commitment that can not be broken. Things happen and plans change for so many reasons that really are no business of the eating establishment as long as I call and let them know I will not be coming. Especially in Disney since there are countless families that are there to take my place.

If Disney is concerned about No-Show's it is because they created this issue with their 180 day out policy, giving away dining and making people feel like if they are not having a TS meal every night they are somehow loosing money because they have to pre-pay for their dining.

I will still go to Disney but will slowly change the way we vacation there and I will go less. I am so grateful that I never bought into DVC because I see how Disney is changing from an upscale vacation where guests expectations were exceeded to a place where every month it seems benefits of staying there are being removed and being replaced with rules and fees.

Well said! I couldn't agree more.

 

[TeresaWen]

Excellent cogent argument. I'd like to add that I am glad we own dvc because the full kitchen allows us to enjoy some really nice meals in the villa. Breakfast is a given and we've always done a few lunches and dinners. I love to cook and this new policy will have me expanding my kitchen use to include gourmet meals and tapas on the balcony. Less money for disney and who knows--maybe a more relaxing, quiet and undoubtedly cheaper experience for me

Great point!

I would like to add that I am 100% in favor of CC guarantees and charges for No-Shows. I do believe it will help cut down on making multiple ADRs and ADRs for the same popular place every night. Cancelling an ADR, appointment, reservation is just good manners. I would never just not show up. Calling to cancel, even at the last minute, gives another family a chance for a nice dinner!

 

[jennylyn_b]

I almost missed this - that quote was from me but for some reason not attributed to me. Last trip he was 9 months old, this coming trip he will be 16 months. Some nights we just can't guarantee he's going to be pleasant at a table service restaurant - not just for us, but for everyone else around us trying to enjoy their meal. Most of the time I can see where the day is going and cancel in advance if I don't think the day is going to work out. We had to do this one night in May. We had a reservation at a park restaurant but my son was having a rough day so we spent more time in the hotel (Kidani) than we normally would have. We thought he could handle the dinner, but the travel back to MK, check-in, wait, travel back sounded like too much given the day he was having. So I cancelled that reservation on the MDE app, got another one for Sanaa (just two floors down) and we had a decent dinner, though by the end it was really time to get back to the hotel room. No way he would have survived a trip back out to MK just for dinner. I have no problem with select restaurants maintaining a CC guarentee. We frequented several of them before my son, and while I regretted avoiding those favorites after he was born, I didn't begrudge them that policy. Switching it over to ALL table service restaurants just feels too restrictive and punitive.

Thanks for answering. I see your reasoning with judging your sons ability to make it through the meal. I was just curious because we take our dd to all the Ts places we want. We don't do buffets or character meals yet. She is shy around characters and at meals they freak her out lol

 

[Jennasis]

As I stated, I have NO problem with the new policy...but I also wouldn't have a problem if Disney modified the time needed for the cancellation. I do wonder how they heck that would work for breakfast ADR's. If they change it to a 4 hour policy, is anyone getting up at 4am to cancel that CRT reservation? This may well be the reason they made it a requirement to cancel by 11:59pm.

I suggest that those unhappy with the "day before" part of the policy fire off an email to guest communications.

 

[mcd2745]

As I stated, I have NO problem with the new policy...but I also wouldn't have a problem if Disney modified the time needed for the cancellation. I do wonder how they heck that would work for breakfast ADR's. If they change it to a 4 hour policy, is anyone getting up at 4am to cancel that CRT reservation? This may well be the reason they made it a requirement to cancel by 11:59pm.

I suggest that those unhappy with the "day before" part of the policy fire off an email to guest communications.

Agreed, and I've made the same point before. Not only can you not see someone getting up at 4am to cancel...who is getting up at 4-5am to try to find a reservation? In addition, they can't "replace" that cancellation with a walk-up if the only people in the park at that time are people who already have reservations.

They likely felt a uniform time for all ADRs was the best way to go - from a guest (and CM) understanding perspective, as well as it being the easiest way for Disney's notoriously suspect IT systems to handle it.

 

[BenbowInn]

I almost missed this - that quote was from me but for some reason not attributed to me.

Last trip he was 9 months old, this coming trip he will be 16 months. Some nights we just can't guarantee he's going to be pleasant at a table service restaurant - not just for us, but for everyone else around us trying to enjoy their meal.
.

You mean your son isn't a perfect angel all the time??? Oh the horrors!

You must be a terrible parent if you can't prevent your young child from ever having a tantrum. It's your job to make sure he's pleasant all the time and have the decency not to miss an ADR!! It's not like your on vacation after all, you should suck it up and make your cranky, exhausted child (and yourselves) miserable by forcing him to set through dinner because even death itself isn't a good enough reason to miss a meal at Disney!!

***total sarcasm by the way***

 

[AmyB2006]

Great point!

I would like to add that I am 100% in favor of CC guarantees and charges for No-Shows.

This is actually something worth looking at. I think a lot of people would be less upset if it were more like this. CC guarantee, charged if you're a no show only. Personally, I think this would accomplish the same goal. It cuts down on the no shows, and they earn a few dollars if someone does no show.

This way people that need to cancel last minute can, without penalty, and will most like dine somewhere else on property anyway.

Doesn't really help with morning/day of reservations but would probably help with walk ups.

They shouldn't be trying to make money off of the people calling to cancel. They should only be trying to make money off of the people that are no showing. I could live with that type of policy too.

 

[quandrea]

You mean your son isn't a perfect angel all the time??? Oh the horrors!

You must be a terrible parent if you can't prevent your young child from ever having a tantrum. It's your job to make sure he's pleasant all the time and have the decency not to miss an ADR!! It's not like your on vacation after all, you should suck it up and make your cranky, exhausted child (and yourselves) miserable by forcing him to set through dinner because even death itself isn't a good enough reason to miss a meal at Disney!!

***total sarcasm by the way***

Love it!!!! With four yo twins I can so relate.

 

[Mkrop]

I read through some of it, but none of it really changed my mind. Being cold enough to wear a sweatshirt and gloves?! That's cold. Normal cold. It's December. Of course it's a possibility! I still find that reasoning beyond strange.

Heck, I was in 2 sweatshirts on March 3rd this year. I don't know the temperature because I didn't check. I did do the dessert party that night though.

ETA: high of 55 and low of 39 on 3/3/2013 which is close to what I saw people reporting on that same thread. That's not insanely cold by any means.

That was no where near the temps we experienced That sounds quite toasty compared to what we did.

I was at WDW during the Great Cold Spell of 2010. And it wasn't just sweatshirt cold, it was Thank Goodness I Didn't Leave My Winter Coat In The Car At The Airport cold. I wore it almost all day long, which really didn't feel very Disney like.

But still, I didn't let the cold keep me from doing anything! We even went to a MVMCP! I kept popping into stores to warm up, and then it was back outside for a while. I can't imagine spending a good chunk of money on a trip to WDW and then letting the weather keep me from having a good time.

It was thank goodness I had the winter coat with me, and the wind esp at night was awful. I am glad you managed, but we were not happy campers and my kids were not either. We might have sucked it up for MVMCP like we did with the CP, but it was a pretty miserable experience at times

People like to whine. Remember it's all about them. We near froze Dec 2010 - Jan 2011. Not the weather you go to Disney for, and on top of that I was sick, but still had as good a time as possible and never missed an ADR.

Thanks for going to an ADR while sick

And I am being called entitled for cancelling bc of cold weather, here we have someone admitting they went out to a restaurant sick...great!

It isn't about not having a good time, it is about having a different good time than what was planned. If it is thunderstorming, DisneyQuest will be a lot more fun than Epcot. If it is freezing, maybe that's a good time to check out the new bowling alley at DTD or spend the day at Studios where the vast majority of attractions are indoors rather than at Animal Kingdom where you aren't going to see much because the animals are sheltering from the chill.



I think this sums up pretty nicely why so many companies, not just Disney, are doing away with customer service - this increasingly popular idea that even when spending thousands of dollars on relaxation you have no reason to expect basic accommodation or service... and what's more, if you do expect those things for your money you're a whiny, entitled, selfish person.

The fact is that at most restaurants Disney can fill last-minute openings much better than most restaurants in the world. And the fact is that cancelling by midnight the night before has no bearing on staffing or purchasing decisions, which are not made that last-minute. Disney wants tables full in a way that generates the most revenue possible, and this does that because those who don't read the fine print and assume any small degree of flexibility in their vacation plans will get hit with a fee while Disney fills their table with another family. Win-win for the bottom line at the expense of the guest experience.

This. We still had fun, but we had OUR fun that we enjoyed despite what the weather was. It is OUR vacation we should be able to enjoy it the way we see fit, and not be called names bc we dont want to be outside for long periods of time

What bothers me the most is that I know of no other place that has a policy like this. Just a few examples. I have many.

1) Other vacation destinations and first rate hotels do not have this kind of policy. I have been at all inclusive resorts where you need to make reservations and if at the last minute you choose to hit the buffet instead or stay at the bar you can just cancel - even at the last minute. No issues. No fees.

2) The Hotel Hershey - we had reservations for one of the restaurants that was a walk across the property from the main building. My husband did not feel like walking in the heat so we canceled and went to eat in the main building. Oh the horror! We chose our comfort on a vacation where we are paying $500 a night for a room over considering reservation a commitment that cannot be broken for any reason other than death. The reservation line could not have been nicer.

3) At home. - we have several categories of places to eat. Some require reservations weeks out if you want a table on a Saturday night. Some day before or day of is good enough and there are others that just do not take reservations. I had a reservation for my husband and I at one of the "weeks before" category. Then at the last minute a friend was coming for the weekend and she just did not like that kind of food. So we called and canceled and went somewhere else. Our other choices would have been:

. tell our friend to suck it up and come to a restaurant with food she does not like
. Leave her at our home so we could keep our "commitment"
. Tell her to pick another weekend to come visit us since we were already committed to a reservation.

Would anyone on these boards have chosen something other than I did and if so why and how would your friend have reacted?

I do not understand why so many people consider ADRs at a Disney restaurant on a vacation that is meant to be fun and relaxing for your family to be completely unmovable commitment that can not be broken. Things happen and plans change for so many reasons that really are no business of the eating establishment as long as I call and let them know I will not be coming. Especially in Disney since there are countless families that are there to take my place.

If Disney is concerned about No-Show's it is because they created this issue with their 180 day out policy, giving away dining and making people feel like if they are not having a TS meal every night they are somehow loosing money because they have to pre-pay for their dining.

I will still go to Disney but will slowly change the way we vacation there and I will go less. I am so grateful that I never bought into DVC because I see how Disney is changing from an upscale vacation where guests expectations were exceeded to a place where every month it seems benefits of staying there are being removed and being replaced with rules and fees.

EXACTLY!!!!! (love the Hotel Hershey and the Hershey Lodge btw)

This is actually something worth looking at. I think a lot of people would be less upset if it were more like this. CC guarantee, charged if you're a no show only. Personally, I think this would accomplish the same goal. It cuts down on the no shows, and they earn a few dollars if someone does no show.

This way people that need to cancel last minute can, without penalty, and will most like dine somewhere else on property anyway.

Doesn't really help with morning/day of reservations but would probably help with walk ups.

They shouldn't be trying to make money off of the people calling to cancel. They should only be trying to make money off of the people that are no showing. I could live with that type of policy too.

This is what most of us who dislike the policy have been saying.

 

[FigNewton]

You mean your son isn't a perfect angel all the time??? Oh the horrors!

You must be a terrible parent if you can't prevent your young child from ever having a tantrum. It's your job to make sure he's pleasant all the time and have the decency not to miss an ADR!! It's not like your on vacation after all, you should suck it up and make your cranky, exhausted child (and yourselves) miserable by forcing him to set through dinner because even death itself isn't a good enough reason to miss a meal at Disney!!

***total sarcasm by the way***

I wish disboards had a like button

 

[maxiesmom]

You mean your son isn't a perfect angel all the time??? Oh the horrors!

You must be a terrible parent if you can't prevent your young child from ever having a tantrum. It's your job to make sure he's pleasant all the time and have the decency not to miss an ADR!! It's not like your on vacation after all, you should suck it up and make your cranky, exhausted child (and yourselves) miserable by forcing him to set through dinner because even death itself isn't a good enough reason to miss a meal at Disney!!

***total sarcasm by the way***

You may want to watch the sarcasm. It is actually against the rules of the Disboards, and you don't want to end up in time out because of it!

 

[FigNewton]

You may want to watch the sarcasm. It is actually against the rules of the Disboards, and you don't want to end up in time out because of it!

I would think (or maybe hope) that this isn't the type of sarcasm warned off in the rules.

 

[Nancyg56]

I would think (or maybe hope) that this isn't the type of sarcasm warned off in the rules.

It's not. You were clearly teasing, so I would not give it a second thought.

 

[AmyB2006]

This is what most of us who dislike the policy have been saying.

Actually, the sense I've gotten is that most people don't favor any type of charge for no showing at all. Claiming it is a money grab for extra revenue only and serves no other purpose.

I can't keep track of each person's opinion because this thread is ridiculously long, but I have seen that statement a lot.

Either way, I don't have a problem with the new policy and I wouldn't have a problem if they eventually adjust it to charging only for no-shows. They had to do something, and maybe this is the first step. It could change again in 6 months.

I would think (or maybe hope) that this isn't the type of sarcasm warned off in the rules.

Sarcasm is sarcasm. All it takes is one report to get the thread shut down. Although, I did find it slightly humorous.

 

[5DisneyNuts]

I somewhat agree that Disney created their own problems when it came to the rampant no-show rates at their restaurants. Mostly, because of the 180-day rule...and then to a lesser extent, the dining plan (free or not).

We all understand the challenges the 180-day rule presents. However, it does not justify the things that went on - particulalry the double and even triple-booking, the haording of ADRs at popular places like 'Ohana for every night of your trip until you decide which night you want to go, etc. And then it got compunded when none of the extra ADRs would be cancelled because there was no penalty. There was/is just no excuse for it. It left Disney with absolutely no choice but to make changes. No-show rates were out of control. Almost all of us had seen restaurants that were completely booked sitting half-empty.

Now, could they have made different changes? Sure. We can (and pretty much have) debate that until the cows come home. But people trying to turn around the blame toward Disney (and I've seen many posters do this) for such selfish and reprehensible behavior just doesn't fly. I certainly don't expect anyone to feel sorry for Disney and worry about their lost revenue or anything, but people should have a little courtesy and respect for their fellow guests who would have loved that ADR that was hoarded and went unused.. That's just how a civilized society should work - where, while hokey and all, the old "Golden Rule" influences everything we do. However, today's rule seems to be "As long as I get mine, I couldn't care less about anything else".

I don't think a day's notice for cancellation is going to have any impact on people holding multiple reservations booked at 180+ days. These people will cancel the day before, but will have still held the reservations for 179+ days.
Leverage the technology to cut back on the ability to make and hold multiple reservations.

Charge the fee for no shows (heck raise the no show fee to $50). All the statistics listed by the CMs on the site don't make the case for a 24 hour cancellation versus a no show fee.

 

[5DisneyNuts]

Actually, the sense I've gotten is that most people don't favor any type of charge for no showing at all. Claiming it is a money grab for extra revenue only and serves no other purpose.

Really? Everything that I have read seems to support a no show charge just not a 24 hour cancellation policy at ALL places.

 

[FigNewton]

It's not. You were clearly teasing, so I would not give it a second thought.

Cool, though for the record, I wasn't the one who made the comment.

Sarcasm is sarcasm. All it takes is one report to get the thread shut down. Although, I did find it slightly humorous.

I think there's some room for moderator discretion, still... letter of the law vs intent of the law, and all that.

 

[mommajo143]

I honestly hope that people who have experiences like yours, where they bent their rules for you, will not plaster their results all over the Disboards. It is good to know they do bend now and again, but if we all of a sudden have 100 posters who were accommodated, then thousands will for some strange reason have "sick" children. And Disney will go from being a bit flexible to inflexible. I'm not trying to make you feel bad, because it is good info to have. I just really don't want gobs of people posting "We didn't feel like going to the park, so we just told them our kids were sick, and they waved the fee!"

Per new policy:
When is the latest I can cancel my reservation without being charged a fee? Guests can cancel up to 11:59 p.m. the day prior to their reservation without being charged.


Doesn't seem any bending of rules occurred really - they called the night before. Anyone can call night before & no penalty is incurred, right?

Sent from my iPhone using DISBoards ... 09/2010 CBR Pirate Room ; 11/2012 POR Royal Room ; Early 2014 CS in planning process'

 

[Mkrop]

Really? Everything that I have read seems to support a no show charge just not a 24 hour cancellation policy at ALL places.

This is what I feel...I think it is a money grab if they dont make it a reasonable time frame to cancel, 24 hours is not reasonable. Make it 4 hours, maybe even make breakfast by midnight, although are that many people really up to make those new ADRs from the cancellations, I know we rarely make it that late, maybe now that the kids are older. But if I call to cancel dont charge me, when you can still fill the seats, that is a money grab. If I dont bother to call and the table remains empty then go ahead charge away!