Nightmare at Norway

[Pats Dragon]

I have been going to DW since 1971 and only rarely have ressies been messed up. Usually they are respectfully handled and we have Always gotten seated. Most of our ADR's were in the computer but the 2 involving my sister and her family involved 13 and since then a CM told me that the person arranging them should have called for group booking. I imagine that is what the mistake was. We never thought to check because they took my master card number and Disney has never messed up in all those years. Anyway I am asking Al Weiss to 1. make sure people get computer read outs of ressies and 2. send the restaurant manager to sensitivity school. I too can't believe this happened. I am still shocked.

 

[kaytieeldr]

Sorry but your one having cancer or not should not change how a lost reservation is handeled. I feal sorry for her, but it is irrelevent in the situation.

That's your opinion and it's very cold. However, I disagree. Any caring human being could find it in their heart to go the extra step to rectify the situation in this case.

I agree!!!!

Honestly, it appears to me that Got Quattro's comment means that EVERY Guest should get excellent service at Disney, that Disney should go out of its way to treat EACH Guest special, that a Guest's medical status shouldn't have to be brought into the equation.

 

[Matt]

Yes,I'm sure that's why he posted that. His deep concern for people.

 

[cdrn1]

Sorry but your one having cancer or not should not change how a lost reservation is handeled. I feal sorry for her, but it is irrelevent in the situation.

Where is the compassion? My lord, look at the investment this poor sick woman made in making sure her granddaughters had the special dresses and autograph books, etc. The anticipation of this special dinner made a difference in her life and then to have it squashed by Disney's screw-up and the manager's indifference is inexcusable. So glad you feel sorry for her. I am sure she values your pity.

 

[bicker]

That's your opinion and it's very cold.

I would be careful to differentiate between "cold," which is an emotional evaluation, and "realistic," which is an objective evaluation. There is no way to gauge someone's sympathy without meeting them eye-to-eye, so it is best to give everyone the benefit of the doubt in that regard.

Any caring human being could find it in their heart to go the extra step to rectify the situation in this case.

Well, let's be careful. I would like to believe everything the OP said, and would like to share in the outrage for the alleged rudeness, but I've been burned many times over my almost-25 years online by people reporting something that was so far distorted from the truth as to be close to a lie. I highly doubt that is the case here, but what years online has taught me is to allow for there to be "another side of the story" whenever we read only one side of the story.

Yes,I'm sure that's why he posted that. His deep concern for people.

Rather, I would interpret his intent as a helpful warning for all of us to never expect anything for which we don't have an explicit guarantee in writing. WDW is a wonderful place, and problems are few and far between, but they do happen, and sometimes we just aren't going to get what we hoped for. The message I get out of this is to be ready to adjust to things like this, and not allow them to significantly affect my enjoyment of my vacation.

For the OP, I'm sorry you had such a troubling experience, and hope you have a great time at WDW otherwise.

 

[Pats Dragon]

I don't think you understand what it feels like to be an ardent fan of disney and to take your LAST trip there. To be a grandmother and know that your 4 y/o granddaughter who looks just like your son won't even know who you were. Then to hold on for months just to be with your family one last time and dress the girls up and have them have autographs and pictures of a magical princess lunch only to have it cancelled because of a mistake and indifference. I only asked Mr. Weiss to have online printouts to avoid this happening and to give sensitivity training to the indifferent cm. Whether the rest of the trip had good moments (and it did) does not make up for the exhausted and defeated look on my sister's face as she waited to go back to the room and the 4 y/o asking in her beautiful dress, why didn't we see princesses. Yes, life (and death) go on but we as a civilization are supposed to be kind to those who are fragile. Princess breakfast/meals are very crowded and the manager didn't want to deal with a problem. He apparently, didn't understand a last trip. My sister is a beautiful person/school teacher and I will never understand the "oh well" attitude. Thanks to all who are kind and offered sympathy.

 

[bicker]

I don't think you understand what it feels like to be an ardent fan of disney and to take your LAST trip there.

Very few people can. However, that's not really the point.

Anyway, since you were speculating about my personal perspective: I would expect that if I knew if it were my last visit to WDW, I would want to focus on all the wonderful aspects of the visit, and not let myself or my family expend any energy on negative thoughts (or, if a family member wanted to do so, I would expect their love for me to prompt them to keep their negative thoughts to themselves). That's what I would want, if I knew it was my last visit.

 

[Lizzybee]

Had I been the person in front of her with a ressie, or behind her or whatever, had I been in earshot with my kids in tow, I'd have given her my ressie deposit and all. I don't have much it's not like the deposit is peanuts to me but I have worked with cancer patients in the past and giving to them in their last days is worth more than any lunch or deposit. One lady was dying at our treatment center and although it wasn't "my job" to be an interpreter, she only spoke Spanish and her doctors and nurses didn't so when they asked me to help I was more than willing. She wanted to thank her doctors and nurses and tell them goodbye and I was able to help. It really changed my perspective on the dying. Something so small as my voice to give her words and she called me an angel sent by God to help her die in peace. Maybe my kids would have been disappointed but I'd like to think they'd understand that we'll have more chances to go and she may not. In fact, I'm pretty sure they would understand.
The most unfortunate thing about this situation is it's not really "fixable". All the free tickets and meals in the world couldn't make it right.

 

[kpk89]

That is very sad ... I'm so sorry that happened. It's frustrating enough to have a reservation lost, but when so many final memories are hinging upon it ...

 

[CheshireVal]

Very few people can. However, that's not really the point.

Anyway, since you were speculating about my personal perspective: I would expect that if I knew if it were my last visit to WDW, I would want to focus on all the wonderful aspects of the visit, and not let myself or my family expend any energy on negative thoughts (or, if a family member wanted to do so, I would expect their love for me to prompt them to keep their negative thoughts to themselves). That's what I would want, if I knew it was my last visit.

I don't understand why you can't just find some compassion for the situation and why you insist on arguing this point. Are you the manager at Akershus who turned us away? That's the same kind of attitude he showed.

And the fact that you've been posting that you "doubt the voracity of the situation" is a slap in the face to someone who already feels beaten. Shame on you!

Pats Dragon is my mom. My aunt is my mom's identical twin sister, and she is dying of cancer. I was standing right there at the podium when we were turned away. We had a confirmation number-- everyone else in the party (my cousins) had also written the number down in their itineraries. The manager could find no reservation for our party on any day during our trip-- no record of the confirmation number anywhere. I promise that my family would not make up an imaginary confirmation number hoping to be seated. I can personally vouch for how anal and neurotic my mom can be about ADRs! She calls 90 days out (back when it was 90 an not 180 days) even if it's for a non-popular restaurant.

My aunt and cousins and my family did of course find nice and happy moments during our trip, but everyone was dogged by an impossible feeling of sadness the whole time. I grew up vacationing at WDW with my family and my aunt and cousins. Knowing this would probably be our last trip all together was more than any of us could bear. It really would have been nice if the manager at Norway had found some way-- any way-- to seat at least my aunt and her three grandaughters, who were all dressed up in princess outfits. Even if they couldn't have found a table for all 13 of us, I'm sure they could have found one for 4. We would never have just walked up and played the cancer card hoping to be seated, but we had a confirmation number!!!

Disney can do nothing to make up for it-- they can't make my aunt well and they can't turn back time and give us a table for my aunt's last visit ever. But they can change something about the princess reservations so that this doesn't happen to anyone else.

 

[Matt]

Bicker, i read your usertitle and then I read your posts. You oppose compassion too?

Do I know if anything anybody says here is ever true? Of course not. Neither do you. How do I know that's actually you in your sig? :lol

But showing compassion and faith in your fellow person isn't an ideal I ignore. If you have doubts, keep them to yourself and show these people respect for a horrible time in their life.

 

[bicker]

I don't understand why you can't just find some compassion for the situation and why you insist on arguing this point.

I have loads of compassion for the situation. Furthermore, I'm not arguing anything.

And the fact that you've been posting that you "doubt the voracity of the situation"

You've mistaken me for another poster. I actually said that "I highly doubt" that your description of the situation was a lie -- the opposite of what you thought I wrote.

I'm sorry that you're upset about this, but please don't take that out on me.

 

[OceanAnnie]

If I had been that manager, I would have moved mountains to make it work. If it couldn't work out in my establishment, I would've called other restaurants nearby. I would've tried everything in my power to make it right.

All the good experiences that happened during that trip would still be shadowed by the manager's uncaring actions.

 

[bicker]

Bicker, i read your usertitle and then I read your posts. You oppose compassion too?

I have loads of compassion for the situation.

But showing compassion and faith in your fellow person isn't an ideal I ignore.

Nor I. My faith in my fellow person extends even beyond the people right in front of me.

 

[MickeyCrazed]

duplicate post

 

[MickeyCrazed]

With all due respect -- I find this:

Quote:
Even though I had the confirmation number and the manager of Norway knew of my sister's terminal illness he was rude and sent us away.

hard to believe.

Tell that to the party of 4 who were sitting at the WL, wearing Santa hats, on 12/11, waitng for a sleigh ride at 6pm, only to find out that their ADR number did not exist. The look of devastation on their faces was awful. (And I'm sure none of them were dying of cancer.)
Unfortunaltely, as much as I love WDW, my last trip there has taught me that it is not always the most magical place on earth. It is a business, and sometimes mistakes are made.

 

[DVCconvert]

It is a business, and sometimes mistakes are made.

Agreed. The difference being that it is the business of Disney to try to make for wonderful experiences. I know that if any Area Manager had been made aware of this situation, mountains would have been moved to accomondate or offer an alternative experience.
Once this fall I had an ADR for The Plaza Restaurant. WDW Dining had actually given me a confirmation number on a date and time for which the Plaza was not scheduled to be open. I contacted a CM who immediately got me face to face with the AM and he had my group seated in Tony's within 30 minutes. I am not saying the OP is being intentionally deceptive, I am saying something was/is very wrong in this situation--ie (perhaps) the "manager" wasn't really the Manager, but someone who lacked that level of training and didn't actually go upline with the situation for an acceptable resolution.

 

[hsmamato2]

***Sympathy:the act of sharing the feelings or interests of another
***Empathy:the action of understanding,being sensitive to,and vicariously experiencing the feelings and experiences of another without having those feelings communicated in an explicit manner.
While we're here, let's talk about 'reality"...everyone's 'reality" is just a bit different, isn't it? everyone has their own perspective, and views on this world. But here's one reality that never fails...terminal illness,and impending untimely death can alter seriously what we previously thought was our "reality." Everyone deserves a respect and validaton of their own personal suffering. This OP was hurting because of SOMEONES insensitivity to what their very real,imminent reality has become.(a manager,another post...) I just don't think it's anyones place on these boards to be so sure of ourselves,and our own perspective and view on the world,that we should add to anyone's hurt.
The REALITY is, none of us can know what it felt like to them. OP let us know their hurt. What choice do we have,but to have empathy,and most importantly acknowledge that our own (maybe limited) experience in life can't possibly equip us to know what it feels like to live another persons feelings. I haven't yet had the horror of my mom or aunt wasting away in illness,therefore I cannot know OP's "reality".
I sympathize with your family OP- I know it doesn't change the past, but I understand from your posts that you weren't just sobbing"woe is me" but sincerely would like to see something change.
Disney is a place many ill people go to, maybe to forget for while the reality of life(and death)-I can't pretend I know- But I do empathize.

 

[Aimeedyan]

I am so sorry this happened on your trip =(

I would encourage you to not just write Al Weiss but also contact the manager of food operations at Epcot itself AND the reservation center director that handles dining reservations. Those are the people that will be able to make changes and see how this fell apart.

 

[nbodyhome]

If I had been there, I'd have certainly given up my ressie so that they could go. However, Disney should have found a place for them. I have had a few guests (while I've worked at Disney, and as I've been a TA) who have a family member who is dying, who it's a last trip for. Those trips SHOULD be extra special - and mistakes that are made on Disney's part should be quickly taken care of, just like they should be for anyone else - with at least as much, if not more, compassion for the guest.

If I made ressies 90 days out for something, and promised some kids, and made dresses and made sure everything was perfect, I'd expect Disney to hold up their end. What more for someone who doesn't have much longer to live???

Denise