New Reservations Cancellation Policy

[Tamiami]

I was there that freezing Dec. of 2010, didn't miss a single ADR, I did acquire a very nice pair of black knit Mickey gloves and a heavy Mickey sweatshirt. I was also there for the record Dec. 2000 freeze w/ young children, didnt miss a single ADR then either (back then we only had a couple ADRs.) Weather happens, if I can't swim afternoons because of lightening should I expect a partial refund of what I paid for my room?
Disney knows how many people make ADRs and how many don't honor them, thus they can predict that an unacceptable number of people do not consider an ADR a high enough priority to treat it as a commitment. They want to change that guest behavior. Studies show that people treat things they've paid for better than things they don't pay for, giving ADRs a price should change guest behavior. Thus guests may decide to skip giving Johnnie that ice cream at 2, so as to honor that 4 pm ADR, or maybe they'll throw on that poncho to go to that ADR, or maybe decide that it's better to skip the line for TSM and head to their ADR. I see it as adding perceived value to change irresponsible guest behavior - from a pure numbers pov, not commenting on specific reasons to cancel @ less than 24 hrs., just from a macro pov. Disney tried it on some restaurants, it changed guest behavior, so it's being expanded.
I did experience the difference in booking availability @ 180+10 in the years before and after the cc guarantee @ limited restaurants - it was much easier to book at 180+10 after the cc guarantee was instituted.

Exactly THIS. Thank you for putting nicely what I've been trying to think to say. What people also don't seem to realize, is that their behavior affects so many people. The cast members that have to work around you. The other families that have not been able to get a reservation because you MIGHT show up if it is CONVENIENT for YOU.

As for the having to cancel the night before, why do you feel you have the right to be so inconsiderate as to not let the restaurant know ahead of time?? I'm sorry, if the excuse is the weather, you don't know the night before that it's going to be 30° the next day? Really?? And, I live in Michigan, and I'm sorry, but we actually still go outside, go to work, go to restaurants, etc, in a lot colder than 30° weather, so I'm a little confused by that excuse. :/

Unfortunately, illness does happen. And, hopefully Disney MIGHT take that into consideration. But, probably not, if they are dealing with the kind of entitlement issues that I am seeing here. Unfortunately, a few ruin it for all.....

 

[Redcon1]

1) What is criteria for a non-busier restaurant or a busier restaurant?
. . . dollar amount of menu items?
. . . total amount of ADR's?
. . . percentage of tables versus ADR's?
. . . how hard to get an ADR?
. . . character versus non-character?
. . . how long people wait in line for their ADR time?
. . . how long the meal lasts?
2) I just do not know how to classify busy versus non-busy.

But Disney knows. In fact, they've already done this by deciding which restaurants would be "signature".

I'm sure there's plenty of information through daily receipts, reservation info, etc. to determine which other TS's are more busy then others.

For a company that's implementing a billion-dollar plus IT project, it shouldn't be too hard for them to figure out which restaurant fits into either the less-busy vs. more-busy categories.

 

[maxiesmom]

We had an Ohana breakfast last feb at 7am. Late the night before DS started getting sick, really sick. I called and explained and they cancelled it no problem despite the fact of the cancellation policy being in effect for that restaurant. They understood sick kids. I don't have a huge concern about having a bonafide reason for a cancellation even with the policy.

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!"

 

[bumbershoot]

That's a good point and perhaps I'll PM in the future when people are that freaked out about the idea of the policy. On the other hand I'm pretty sure anyone willing to lie would have already thought of making up a sick kid.

Of course my experience was in February so maybe they are total hardnoses about it now.

I also wanted to say that I didn't ask for anything. I cancelled because I wanted to open the ADR for others and she said no problem and that there would be no charge. So it didn't even seem to be a big deal or a huge exception.

On the other side we got charged for a cancelled-weeks-before BBB reservation. Got that refunded. AND on the totally weird side we got the normal CRT TIW discount refund and then also the rest of the meal randomly refunded separately because their records showed we hadn't dined there. But we had. It was weird. I tried for a month to get that re-charged but it was no use, they couldn't do it.

We had a weird trip.

 

[aaarcher86]

OT. For those interested in what people who were there and posted about it at the time were saying @ the time here is the link to the thread about the Dec. 2010 cold snap http://www.disboards.com/showthread.php?t=2612896&highlight=2010+dec+weather&page=8 I remember it as so cold that I bought gloves and a sweatshirt, but not as bad as Dec. 2000, when I bought one of those blanket ponchos from Mexico to watch illuminations - so I went searching to refresh my recollection.

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.

 

[disney1990]

Dec 2010 was an epic time for those of us there. We got there when the forecast was nice and packed accordingly. And then it changed. We live in WA, had a 2+ week trip, and did not have enough warm clothes. DH doesn't go to pants from shorts at home until its below freezing and the night we saw illuminations he was nearly crying from the cold.

If you hear of someone talking about the level of cold like he previous poster was, assume it was dec 2010 and don't respond. If you weren't there you don't know. If you are local and could get other clothes easily you don't know. And if you arrived after the temperatures had dropped and could pack correctly you don't know.

We had an Ohana breakfast last feb at 7am. Late the night before DS started getting sick, really sick. I called and explained and they cancelled it no problem despite the fact of the cancellation policy being in effect for that restaurant. They understood sick kids. I don't have a huge concern about having a bonafide reason for a cancellation even with the policy.

Look at this chart, see December 2000 - low 28 degrees, we were in Disney. So, yes, I know about cold weather & dealing with children. Our daughter walked around Epcot wrapped in her new blanket from Mexico. We also, did not pack for winter weather, but we dealt with it.

http://weather-warehouse.com/WeatherHistory/PastWeatherData_OrlandoIntlArpt_Orlando_FL_December.html

 

[maxiesmom]

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.

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.

 

[myzel]

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.

 

[bookbabe626]

DH and I were also there during Dec 2010. Yeah, it was cold. I bought a fleece two sizes too big to layer over my sweatshirt. DH still wore shorts. We didn't miss a single event, show, parade or ADR. Then again, we're Canadian, so it was warmer at WDW than it was at home, even with the cold snap. :grin:

I like the new policy, especially if it means it's easier to get last minute ADRs or walk-ups. I've sent Disney an email to that effect, since it shouldn't just be the complaints they hear...

 

[kmesewa]

I have actively avoided those restaurants since having my son knowing anything could happen with him preventing me from making the ADR.

So I guess now I have to avoid all ADRs and pray for walk-ups. This blows.

 

[Questforthemouse]

Guest - Hi Disney Dining, I know it's last minute but do you think you could get us into Jiko tonight for a table for 5 guests?

Disney - Let me see. Yes, we can do that at 6pm. Done

Guest - Great! Thanks. Now can you cancel our 7pm at Mama Melrose?

Disney - That'll be $50 please.

Guest - Why?

Disney - You had to cancel by 11:59pm last night to avoid the cancellation charge.

Guest - But I switched to another restaurant on WDW property.

Disney - Sorry.

Guest - Fine. Leave the Mama Melrose reservation and cancel the Jiko reservation.

Disney - That'll be $50 please.

Guest - Are you kidding me?

Disney - You're cancelling day of the reservation sir. You needed to cancel Jiko by 11:59pm last night.

Guest - But, but...

 

[disneyfan888]

I think this new policy is great, I have no problem whatsoever.

 

[Granny square]

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.

Hope you weren't contagious!

 

[quandrea]

Hope you weren't contagious!

Exactly! It's a dining reservation people. Equating dining reservations to other types of appts just doesn't make sense. Even doctors want you to cancel their appts if you are sick. If you are sick, stay home!

 

[Colleen27]

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 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.

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.

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.

 

[jennylyn_b]

I have actively avoided those restaurants since having my son knowing anything could happen with him preventing me from making the ADR. So I guess now I have to avoid all ADRs and pray for walk-ups. This blows.

May I ask why you feel you had to avoid cc guarantee restaurants with your son?

 

[TeresaWen]

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.

 

[AmyB2006]

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.

Now this... I totally agree with. They did create this issue. It never existed before. You could get day of reservations at any TS restaurant in Epcot years ago, and even walkup to most of them without a problem.

 

[quandrea]

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.

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

 

[FigNewton]

May I ask why you feel you had to avoid cc guarantee restaurants with your son?

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.