NY Times today -- "WDW Magic is Slipping"

[dvcgirl]

I was wondering about the "magical moments" the other day and the increase in Disney related websites. Now that so many people want to wake up TInkerbell, look forward to towel animals or any of the other numerous things that have been described-do we expect that service all the time and are disappointed when we don't get it? I remember on one of my 1st trips to WDW and we got to ride in the front of the monorail a lot--there was rarely anyone else who asked to do it. On my last trip (honeymoon!) we never got to ride because so many people were asking to do it. But, we also had several times where our table was decorated w/ confetti and our desserts said "Congratulations" in chocolate b/c it was our honeymoon. So are people disappointed b/c not every moment is perfect? I love Disney WOrld and just bought into SSR-I've been there too many times to count and I have NEVER had a bad experience w/ a cast member. I have also had some problems--our room rate was quoted at one price and 2 days later we received another "confirmation" at a much higher rate. The higher rate was actually the correct one but I wasn't sure-so I called to find the information. WHen I mentioned (MENTIONED! Not argued or demanded) that we might have to stay less time and cut our honeymoon short b/c the difference was so big-the manager gave me the lower price. He didn't have to! The paperwork I had originally received was an estimate based on previous year's rate but he did b/c he wanted us to have a "magical honeymoon". So we were able to stay for the whole time (and probably spent tons more anyway!). I think I got off topic but my point is-yes, people have problems w/ WDW and DIsney-but I think our expections have gotten so much higher. Just my 2 cents.

I think that you hit the nail on the head. I remember *way* back in 1997 in the early days of the RADP newsgroup when there just a few hundred Disney geeks like us on there and we'd talk about and share secrets. Well, now the secret is out so to speak. There are thousands and thousands of people who read about Disney on the internet each day. If they don't have some overwhelming magical moment they feel slighted. You read about it here all the time. "We didn't get *any* towel animals!!!" or "Our Whispering Canyon server didn't do any of the gags!" or "We told everyone we were engaged and didn't get anything free!!" The outrage of it all....

But, it's only because Disney is held to incredibly high standards. Having said all of that, there have been noticeable cutbacks in the parks in the past five years. I personally think that things are on the upswing again.

 

[Mainebound]

i responded in another thread about this. Yes, I talked to the reporter at great length. Got his entire story end to end. He didn't request the extra bed, he told CRO what his family size was and they booked him the "appropriate" accomodations, including a rollaway. At checkin is when he discovered a rollaway is not allowed.

I was Ms. Motta in the story. My thread on the Trip Reports board is called ASMu woes. There were many stories submitted to the reporter, I was notified as my story made each cut. My story is not quite what it appeared in the article, in fact in my opinion the article makes me sound sort of over-expectant. Or that my complaints were minimal. Anyone who checks my original thread can get the WHOLE story. WHich is continuing, not well I might add... a week before we give WDW another chance. I am kind of worried but intend, if things go badly at the resort, to demand to be released from my ressie to find accomodations offsite. Gotta make my own magic, you know!

Anyway, I don't know of customer service at WDW has taken a turn for the worse. Our first family trip ever was just over Easter (ASMu woes, of course). So I have no previous service to compare. But I can say that guest expecatations are not always the problem.

Have a great day everyone, wish me P &PD for my trip... the reservations have already been a complete mess, just hoping it is TRULY all fixed now!

Beth

Beth -- Thank you for taking the time to explain, on yet another thread, what's been going on. Best wishes to you and your family for a GREAT next trip.

And yes, I wonder whether this shouldn't be on the resorts board -- everyone knows that "resorts board people" are the MOST fanatical about Disney! LOL!

 

[alohaguy]

If we allow the company to hide behind the fact that service is still "better than Six Flags" then there will come a day when it no longer is.

.

Disney has strived to be 'better' since its very conception. We, as the consumer, needs to demand that they continue to improve - and it is very much our place to point out what needs to be worked on. I think the article in the NYTimes will speak louder to Disney than any 20,000 posts on this, or any other boards.

And don't get me wrong ... many Disney CM's are very hard-working, enthusiastic employees - still full of 'magic' - but in my experience it is hit or miss these days.

 

[freakylick]

No, I am not assuming and I apologize, I should have clarified, that I didn't mean anyone here on these boards. I was referring to friends, family, co-workers and aquaintances, who have made comments to me (because they know I'm a Disney fan) about how things weren't "just so" for whatever reason and then will complain of the cost. And one co-worker really did gripe...endlessly...about not getting the extra towels she requested and said she should have gotten a free night...don't think she really asked for it
though! LOL!

No problem…I got a little “defensive” because I often have unjustly been the victim of those assumptions. But I appreciate the clarification.

Believe me, I don't have wads of cash, but I've never, ever felt I didn't get my money's worth from a Disney visit. And yes, maybe some of those who say it's too expensive do invest alot of their disposable income in a Disney trip, but again I was referring to people who have said this to me personally and some of them, not all, aren't hurtin' because they went to Disney.

I got no problem with that. Though I still believe that people with lower disposable incomes probably do have slightly higher expectations. Admittedly, that is not the only factor.

 

[Synonymous]

Though I still believe that people with lower disposable incomes probably do have slightly higher expectations. Admittedly, that is not the only factor.

I doubt that- I think it's the people with HIGHER incomes who are pickier about things being "just so." The people who scrimp and save to bring their kids to WDW for a once-in-a-lifetime vacation are probably not going to be complaining about not getting extra towels. Head over to the DVC board sometime and listen to people whine about not getting the specific view they requested, or about a light bulb being out when they checked into the room.

 

[grinningghost]

I doubt that- I think it's the people with HIGHER incomes who are pickier about things being "just so." The people who scrimp and save to bring their kids to WDW for a once-in-a-lifetime vacation are probably not going to be complaining about not getting extra towels. Head over to the DVC board sometime and listen to people whine about not getting the specific view they requested, or about a light bulb being out when they checked into the room.

Perhaps it's because I'm another Western New Yorker, and we tend to be down to earth, but I totally agree with you. We love WDW, and we get there however we can (usually by booking early and making payments, and saving change) and I really feel satisfied with the service there. Yes, there's been little issues along the way - dirty restrooms sometimes, arrogant waiters, but all in all, the experience is always positive. I'm backing up the mouse this time.

 

[freakylick]

You think what you think (I’m sure it’s based on your personal experiences) and I think what I think based on my personal experiences…Who is right?! Neither of us really knows. I would go on, but I really don’t want to turn this into a socio-economic discussion.

 

[natcam1996]

This has been an interesting thread. I got the article through another source (not a Disneyholic) but a person who thinks Disney is special and has a reputation to defend. I can see validity in a lot of the statements and suggestions here. As a professional manger, one of the things that I didn't see clearly expressed is that Disney, as a corporation, still has a bottom line and part of that is the need to please the other folks who really own the company - the stockholders. So I'm not sure I'd want to be the executive tasked with: providing all that expected "magic"; to try to acquire, keep, motivate and appropriately reward the employees based on my assessment of the motivations of the current workforce; keep up with the maintenace on the infrastructure, some of which in WDW is in the over-30 year category; and still provide an acceptable bottom line to the folks who have the authority to put me out on the street. And doing that during some of the difficult ecomonic times over the last 6 or 7 years. The world has changed a lot since Walt first conceived Disneyland and then WDW.

 

[lllovell]

The most interesting thing to me about these threads is how they are all so different. If you have time, you all should read some of the other threads....they all seem to focus on different areas and different takes on Mr. Passy's article.

on the DVC board (because SSR is a DVC report) http://www.disboards.com/showthread.php?t=876928

in the rumor's thread http://www.disboards.com/showthread.php?t=875061

also moved to "rumors" http://www.disboards.com/showthread.php?t=877428

I see Disney customer service improving and I think they are trying many new things in the past 18 months. I am glad that the 50th celebration has started, because I think it was sucking a good bit of energy from other areas of maintenance and upkeep. I also have not ever encountered a bad CM. Maybe I am lucky, but in the last 2.5 year, we have been down MANY times (5-6 a year) and I continue to have the best family vacations ever at WDW.

 

[Synonymous]

and still provide an acceptable bottom line to the folks who have the authority to put me out on the street.

If only that were true! We tried it last year and it got us nowhere.

 

[ShadowWind]

We've been to and around Disney since they opened in 1971 and I think the culture of people has changed both in and out of the World. Back then, the world wasn't as fast paced as it is now. People expect much more these days and as has been said, a lot of the once special secrets are now common knowledge making it harder to keep everyone happy.

On the CM side, they are not integrated into the Disney family as they once were with a stake in it's very success. To work for Disney was a special treat and one of honor, but nowadays, it's not any different than any other low paying job out there. The CM's that have been there a long time understand this, but the new recruits don't get that same feeling of belonging to something larger. This has been due to Disney management and their constant budget cuts and putting profit before support. What they failed to realize is that Walt's system of putting the CM first would ultimately translate into the almighty dollar they seek.

And CM's are people. Many forget that. While many people think that they are the only ones that the CM has to deal with, in reality, there are thousands they see every day. And CM's, like you and me, have good days and bad days, may not feel that hot, etc, but do their jobs the best they can.

My experiences have ranged from bad to amazing throughout the years and that's to be expected. Not everything goes smoothly as much as we'd like. But I would say that the good far outweighed the bad and it's still enjoyable to go there and Disney is still much better at what they do than their counterparts. Perhaps since I've been there so many times, I've come to this conclusion. I don't expect "extras" or for every CM to smile and be a bubble of joy. I do expect a solid customer service for a resort that is similarly priced and anything beyond that is a welcome change.

 

[Epcot83]

I couldn't agree with you more.

I have been to WDW a few times and never, and I mean never have I had any problems. The CMs were always accomodating and very nice, well except for the one monorail driver this year. She was a little snappy, we were sitting in the front with her and she was very cold to us. But the next time we sat up front we got a fantastic driver who talked to us the whole time and then even gave DS the Co-Pilot cards.

The rooms have always been neat and clean upon check in and have always been ready when we got there.

We have had any issues with shipping merchandise home, this time there were a couple of things that were damaged but I was able to contact Disney and they told me to ship them right back and they would get the replacements out to me.

you are correct in saying that most people won't fully read the article. If I wasn't such a big Disney fan I wouldn't have read all the way through.

I would also like to know if Mr. Werner was quoted out of context.

DISNEY!!!!!

I very much agree! I have been to WDW so mayn times i have lost track, and all of those times I have enjoyed. The CM's are the most friendly people you could ever meat. Some things have changed that I wish didn;t change, but Disney is still the best place on earth, or the "Happiest Place On Earth." I think that the problem is that some people only see the little kid stuff, and think its for little kids and would rather go to Universal. THere problem is they dont give Disney a chance and see ALL of it. I dont think I'ev ever been to WDW with out riding TOT. It's jsut a wonderful place, and I dont think I could think of any where else I would rather be on vacation.

And just another thing. I think some of the problem too is that the gay society decides to get together and go to WDW once a year, and some stubborn people think that WDW supports it. But they in no way do. The gay society is the one that organizes it. The only thing that Disney does is let them in. Wich they have to or Disney would get in big trouble for discrimination. So just to sum it up. WDW has nothing to do with the gay society.


Sorry aboUt ym typign sometimes i geT ina rUSh adn dotn pay attention to waht im typgin. soryr





Walt Disney World, my home away form home, vise versa.

 

[Epcot83]

Well said, and I agree 100%. That's just how I feel. I still love the place, and always will. But yes, there are issues that are present, and should be addressed.

Yeah, I agree too. I alos love the place, its my home away form home, vise versa. But I think that they ahve been slipping a lil with keeping the park clean. I mean not to say its dirty, its jsut changed from 1971 to 2005. But i think Micheak Eisner is to balme for alot of the problems. Fortunatly he will no longer be the CEO of Disney and Bob Iger is stepping up, whom I think will do a very good job.

 

[Synonymous]

WDW has nothing to do with the gay society.

What in the world does "the gay society" have to do with this discussion?

 

[freakylick]

What in the world does ... have to do with this discussion?

Just another opportunity for someone to get on a soapbox

 

[sotoalf]

I very much agree! I have been to WDW so mayn times i have lost track, and all of those times I have enjoyed. The CM's are the most friendly people you could ever meat. Some things have changed that I wish didn;t change, but Disney is still the best place on earth, or the "Happiest Place On Earth." I think that the problem is that some people only see the little kid stuff, and think its for little kids and would rather go to Universal. THere problem is they dont give Disney a chance and see ALL of it. I dont think I'ev ever been to WDW with out riding TOT. It's jsut a wonderful place, and I dont think I could think of any where else I would rather be on vacation.

And just another thing. I think some of the problem too is that the gay society decides to get together and go to WDW once a year, and some stubborn people think that WDW supports it. But they in no way do. The gay society is the one that organizes it. The only thing that Disney does is let them in. Wich they have to or Disney would get in big trouble for discrimination. So just to sum it up. WDW has nothing to do with the gay society.


Sorry aboUt ym typign sometimes i geT ina rUSh adn dotn pay attention to waht im typgin. soryr

That's alright. The poor grammar, ill-formed sentences, and imprecise arguments are all the proof we need.

 

[FrozenTundra]

That's alright. The poor grammar, ill-formed sentences, and imprecise arguments are all the proof we need.

Well said.

 

[Sarangel]

Just a reminder to play nice. No attacking other posters.

Sarangel

 

[baby_becky716]

Within the last few years I have come to realize that the Media keeps speaking about the "Disney Magic" and how disney is losing it. The Media seems to almost always speak about the negatives of Disney because it sells papers and catches viewers. But I hardly see the Media discuss all the great things that Disney has done. For Example, all the smiles of all the children (big or small ) that have visited the World. Those must count for something.
Another thing is:
When people think Disney the thoughts of "magic and perfection" roll into the mind. However people fail to realize that this "magic" is created by people, whether it is the guests or the staff. And EVERYONE has their good and bad days. We are all human

"You can design and create, and build the most wonderful place in the world. But it takes people to make the dream a reality." Walt Disney


P.S. WDW ROCKS lol

 

[Synonymous]

P.S. WDW ROCKS lol

I think everyone here loves WDW. Otherwise we wouldn't be here. But when you love something, you want what's best for it. You hate to see it cheapening itself, making bad choices, becoming less than you know it used to be.

If we ignore the deterioration and just say "at least it's better than other places" then things will continue to get worse. If nobody presses management to maintain Walt's standards, what will happen to the place?

I mean, c'mon- what do you think Walt would have said to the idea of turning part of Animal Kingdom into a cheap reproduction of the sleazy carnivals that first inspired him to create Disneyland?