New Reservations Cancellation Policy

[soapbox]

It doesn't really matter whose version of late sitting is right or wrong (although my experience is if long waits) but that it seems to me that if Disney start to require credit card security for reservations then the customers expectations of it being treated as a normal restaurant booking may increase. Then when they fail to deliver people will be a lot angrier about it than they are now.

And frankly, with all their restaurant running experience are you really saying that Disney is less able to predict table turnover times than my local restaurant?

The difference is that my local restaurant cares about keeping my business. As far as disney is concerned there will be another plane load of customers along tomorrow to fill the place of those that have been left disappointed by their customer service standards.

The 'you are free to take your business elsewhere' is the classic sign of a business that no longer cares about customer service.

 

[aaarcher86]

It doesn't really matter whose version of late sitting is right or wrong (although my experience is if long waits) but that it seems to me that if Disney start to require credit card security for reservations then the customers expectations of it being treated as a normal restaurant booking may increase. Then when they fail to deliver people will be a lot angrier about it than they are now. And frankly, with all their restaurant running experience are you really saying that Disney is less able to predict table turnover times than my local restaurant? The difference is that my local restaurant cares about keeping my business. As far as disney is concerned there will be another plane load of customers along tomorrow to fill the place of those that have been left disappointed by their customer service standards. The 'you are free to take your business elsewhere' is the classic sign of a business that no longer cares about customer service.

But not everyone agrees that it's poor customer service. Lots of people seem to feel the opposite actually. Disney probably weighed that as well.

 

[Hopefully]

I can see from your posts in this thread that you are the cheerleader for all things Disney. I think you are missing the point.

It doesn't matter that this is Disney. Being Disney doesn't exempt them from acceptable customer service.

They weren't restaurant reservations before, but they are now. Requiring a CC to secure makes this an official restaurant reservation, not a spot in line. I expect to be seated in a timely fashion like any other restaurant that requires a reservation like this. The fact that it's Disney makes no difference.

Free to eat at offsite eateries? How about free to just spend all of my vacation money somewhere else. The dining service is a key part of WDW business and service. It's one of the things people will consider when deciding whether to take another vacation to WDW or go somewhere else.

Just for the record I am in favor of them making changes to the ADR system. It is ridiculous that people can make multiple ADR's for one day and then no show most of them. I'm merely stating that by increasing the level of commitment like this there will be an increased expectation in the level of service for most people. I'm all for it, but if you are using my CC to secure this and attaching a 24hr cancelation rule, that makes this an official reservation and I expect to be seated in a timely manner.

I see that in your opinion, requiring a CC quarantee and a no show penalty elevates this to a true reservation. You certainly can believe that. However, it is not Disney's position. An ADR is still the next place in line after you check in for the next table for a party your size. It seems that what you think about that doesn't matter. It is Disney and it is Disney's policy. As long as it it their clearly stated, consistently applied policy I don't think it is a matter of good, or poor, customer service.
At that point, it is up to me as the consumer, to accept the policy and go to the restaurant with the policy as is, or to choose not to go to the restuarant at all. You're right, you are free to choose how to spend your vacation dollars.
I guess time will tell here.
Good Luck

 

[maxiesmom]

It doesn't really matter whose version of late sitting is right or wrong (although my experience is if long waits) but that it seems to me that if Disney start to require credit card security for reservations then the customers expectations of it being treated as a normal restaurant booking may increase. Then when they fail to deliver people will be a lot angrier about it than they are now.

And frankly, with all their restaurant running experience are you really saying that Disney is less able to predict table turnover times than my local restaurant?

Characters make all of the difference. The majority of restaurants that run way behind have characters. And there is no way to predict if you will have a restaurant full of people who want only 1 picture with each character, or have 5 kids that each want their own pic. They can guestimate, but they won't always get it right.

And people can expect all they want, but they need to base those expectations in reality, or else they are causing their own disappointment. I could expect Donald Duck to great me as I enter the park, but if that is not what is promised me, I am the one at fault for being upset.

 

[North of Mouse]

Ohana', CP and Coral Reef are three of the restaurants I have read about repeatedly on here with long waits.

Have never had long waits at any of the three - am sure it could happen, but I don't think it's as bad as we sometimes read about. The few that have long waits are the main ones that post negatively.

Am really glad about the cc holds for 'all' restaurants - maybe it will be easier to get in some of them.

And yes, especially with character meals, Disney is not able to predict more accurate turn over times.

 

[Pats Dragon]

I don't like the policy at all and it doesn't have to do with the cancellation part. I just hate giving out my credit card info so frequently. Makes planning more stressful.

 

[Eddy]

On our trip in 2011 I called to cancel some reservations and they didn't even take info they just told me not to worry. I do have a question say we have a reservation for 5 people at say 50s café for 6PM. At 4PM we decide we want to stay at resort, can we call and change it to a party of 1 and only be charged $10 instead of $50. Is it like before when 1 person had to show up to avoid being charged. It seems to me if they have less no shows are waits will be longer, because now they overbook knowing they will have a high% of no shows. Just one more thought they should let u slide if say they have a bad thunderstorm

 

[HockeyMomNH]

Maybe this is optimistic of me, but I think that the cc guarantee will actually help with the problem of long waits for ADRs. The way the system is working now, the restaurants are making ADR's knowing that a percentage of them are going to be no shows. I am sure that they currently make some adjustments for that, and that probably works against them when everyone in a certain amount of time shows up.

The cc guarantee is going to make no-shows happen much less often, then the restaurants will be able to do a much better job of managing tables and wait times should be more accurate.

Win-win.

 

[bdcp]

Have never had long waits at any of the three - am sure it could happen, but I don't think it's as bad as we sometimes read about. The few that have long waits are the main ones that post negatively.

Am really glad about the cc holds for 'all' restaurants - maybe it will be easier to get in some of them.

And yes, especially with character meals, Disney is not able to predict more accurate turn over times.

And as I stated earlier, we have always had waits at all three. (DH and I). One time at Coral Reef (dinner), the wait was about 30 minutes and there were quite a few people waiting. Ohana' (dinner) it's always been standing room only for the waiting area. LTT for lunch has always been around 10 minutes. I pay attention to my watch, so I know what our experiences have been. Unless you check your watch, standing talking to someone, dealing with kids, etc you won't realize how long it has been.

Regardless, I like the idea of charging for late cancellations/no shows. It gives others the chance to get in somewhere they might not have otherwise. Not everyone plans their trips out 6 months. We do, but I can't count how many posts are on here from people who have "last minute" trips. I've also seen many posts on here from people who have multiple reservations for the same day/time because they can't decide what they want to do and just decide once they're at the time/place. It's pretty selfish because it does impact others. Of course, everyone thinks they have "the" legitimate reason to do so.

 

[cottontail]

Thanks, yes I know that if some of us come to the meal were not charged. I get the rule it is a good one so everyone gets a fair chance at the meals, but it just makes me more stressed that she is going to get a migraine and we will miss the meal.

We were able to do that one morning when she was ill from the time she woke up, so hubby and I went on our own to crystal palace and we were not charged for her.

We drive her back and all of us leave, hubby drives and I am the one who takes care of her when she is ill. She maybe has one or two days a month without a migraine, they are daily and lifechanging.

Deb

 

[supergoofy]

I am new to Disney and have not used ADR's before and I can see both sides but for me with kids I understand things happen and feel this is a bit harsh.


Personally I feel a 4 hour cancelation window would work. I also think that there should be a system where you go to guest service at the park and put your name down as a walk up. Specify the restaurant or any restaurant, party size and what meal you wish or any meal. And when a spot opens it texts you and you have a set time to respond to book it.

I am having a hard time as a newb booking a trip. Trying to wrap my head around booking a restaurant 6 months before we go. I don't know what I want for dinner tonight then have to book the time all the while booking fast passes, scheduling shows, judging weather and then predicting how the family will feel. To me that's not a vacation.

 

[aaarcher86]

On our trip in 2011 I called to cancel some reservations and they didn't even take info they just told me not to worry. I do have a question say we have a reservation for 5 people at say 50s café for 6PM. At 4PM we decide we want to stay at resort, can we call and change it to a party of 1 and only be charged $10 instead of $50. Is it like before when 1 person had to show up to avoid being charged. It seems to me if they have less no shows are waits will be longer, because now they overbook knowing they will have a high% of no shows. Just one more thought they should let u slide if say they have a bad thunderstorm

They won't reduce the number on your reservation over the phone so there'd be no way to lower the fee you'd be charged. One person could show up and you'd not pay a fee for anyone, but there would be no way to change the party size. They just cancel and rebook.

 

[Cheshire Figment]

On our trip in 2011 I called to cancel some reservations and they didn't even take info they just told me not to worry. I do have a question say we have a reservation for 5 people at say 50s café for 6PM. At 4PM we decide we want to stay at resort, can we call and change it to a party of 1 and only be charged $10 instead of $50. Is it like before when 1 person had to show up to avoid being charged. It seems to me if they have less no shows are waits will be longer, because now they overbook knowing they will have a high% of no shows. Just one more thought they should let u slide if say they have a bad thunderstorm

Won't work. To change the party number to a different table size requires a new reservation. There would have to be a reservation available for one or two to change down. Also, reservations cannot be made within two hours f the time you call.

 

[CJN]

Do you remember the Dining Ressie kiosks in Epcot . . .
. . . you walked up to the screen
. . . you viewed open times and tables
. . . you made a ressie for the eatery/time you wanted
. . . even for the same day or future day

And I remember being scared to use those kiosks. They seemed so...so...futuristic!

 

[jimim]

I don't like the policy at all and it doesn't have to do with the cancellation part. I just hate giving out my credit card info so frequently. Makes planning more stressful.

ur credit card out 100 times for this or once when u check in for charging privilege is the same. It's all the same server system and company.

Sent from my iPhone using DISBoards

 

[ToyStory3]

I don't think its a terribly unfair policy. But everything Disney is doing right now is geared towards getting everyone to plan every minute. Give them free dining. Then make everyone have ADRs or they can't get in. Get them to plan months in advance exactly where they'll be at every second. Magic bands, ADRs, FP plus. It's taking a lot of the fun and spontaneity out.

 

[mad hatter fan]

Anyone know if you will have to use a credit card to make a same day reservation?

 

[purple figment]

Anyone know if you will have to use a credit card to make a same day reservation?

Yes, because someone could make a reservation in the morning and not show up later in the day.

 

[Colleen27]

Hate it. I always cancel reservations, but sometimes only a few hours before as I see how the day is unfolding.

It's not like there aren't more people to eat in their restaurants.
\

Here's my problem with this: I can plan around my kids' needs to minimize the chance of meltdowns. I can even attempt to reduce the risk of illness through hygiene, though of course that's no guarantee. But there is nothing I can do about the weather. Disney may prefer to keep the tables full, as a vacationing guest I resent the idea that I should be forced to "tough it out" through storms, extreme (for FL) cold/heat, or other miserable weather conditions for the sake of making a dining reservation. We've had days where the weather has forced a change in evening plans, whether it was downpours and lightning or 40° temps, and to me it isn't much of a vacation if I have to make my way through the parks with my family no matter how bad the weather to avoid a restaurant cancellation fee.

If this opens up enough availability that same day reservations become a practical option I'll be thrilled. I love being able to just pop onto my phone and make a reservation in Disney's app for whatever sounds good... Oh, wait... That's not going to be an option either, because the app just tells you to call if you try to book a reservation that requires a CC. How long do you think it'll take them to get that fixed?

 

[disney1990]

We have been going to Disney for 24 years. Over the years, it has become more and more difficult to obtain restaurant reservations. Personally, I welcome the new policy and hope that it will make it easier to eat at the places that have been so hard to get into.

If somebody should be so sick that they cannot make it to the restaurant, I will call and explain the situation. Perhaps they will help me out, perhaps not. But, it will be the price I pay to hopefully have restaurant reservations more available for all.