Our first complaint to a Disney Manager

[toddlers_mom]

I think the point is being missed. I don't believe the OP was upset because of the cupcake itself, she was upset because of the poor customer service.

And when you work in the service industry you MUST leave your bad days at home. You put a smile on your face and your serve your customers like you are the happiest person on earth. You go back and pout when they can't see you. There's no excuse, especially at Disney (I don't, however, think she should lose her job).

 

[arrdee11462]

Well we have always received something for birthdays at every disney restaurant even buffets. I would have also been upset if the server was rude and couldn't be bothered to take the time to wish a happy birthday. As a former server I feel that it part of your job to acknowledge that your party is celebrating a birthday.

ITA, if you are going to visit disney the expectation is that you will be treated in a certain way. If I am going to dinner and they are asking if we are celebrating an event like a birthday, I would expect them to celebrate it the same way for everyone having a birthday. You should not pick and choose who should get a "cake" and who shouldn't.

I would be very upset if I brought my child to celebrate their birthday and she was not treated to the same "celebration" as another customer. It is an expectation that if a business "treats" their customers to a free item like a cupcake on their birthday then ALL customers would expect it.

I would not catagorize this in the same way as the "Disney Magic" moment you all are referring to. It just shows bad judgement on Disney to pick and choose in that way.

 

[mefordis]

I hate this mentality of asking people to have low expectations when they are paying so much to go to Disney in the first place. Think about it -- if people do have high expectations and let those expectations be known, it will improve EVERYONE'S experience. I mean, come on -- we are talking cupcakes that cost next to nothing to make, and towel animals! We aren't talking free nights in the castle or anything! Raise your expectations and you will get an even better experience in the long run. Keep your low expectations and customer service will continue to go down the toilet.

See, that is the problem! So many people post about how they got a free cupcake or whatever, and then instead of something nice it becomes an expectation.

Thinkk about how you feel when you give someone a gift. If they tell you their birthday is on such and such a day, and you had better get them a gift, that kind of ruins the fun in it, doesn't it? We have done the same thing to the little extras Disney does to be nice. Now the attitude is well, they gave a cupcake to so and so, so theyhad better give it to me too, or else. Not magical at all.

Wouldn't you rather the CMs be able to be genuine, and wish you a happy birthday, or give you a cupcake because they truly wanted your day to be special? Or do you really want a forced happy birthday with no true sentiment behind it, and a here is your cupcake so you shut up and are happy? I would rather have the genuine thing instead of it being forced. But I guess that is just me.

 

[maxiesmom]

I hate this mentality of asking people to have low expectations when they are paying so much to go to Disney in the first place. Think about it -- if people do have high expectations and let those expectations be known, it will improve EVERYONE'S experience. I mean, come on -- we are talking cupcakes that cost next to nothing to make, and towel animals! We aren't talking free nights in the castle or anything! Raise your expectations and you will get an even better experience in the long run. Keep your low expectations and customer service will continue to go down the toilet.

It has nothing to do with low expectations. It has to do with getting what you are paying for. You should have a good meal with good service, that is what you are paying for. Anything above and beyond is wonderful, but should NOT be expected. The rooms should all be clean, and towel animals are a nice extra, IF housekeeping has the time to make them.

Even something that costs "next to nothing" does cost Disney money. Especially if they have to give those things away a few hundred times a day. We all end up paying for it then. Hire more housekeepers so they have time to make everyone towel animals, and we all pay their wages.

Going with your theory of expecting more, should I go to the parks and expect that they just give me a soda? After all, it costs Disney next to nothing. Should we all demand free sodas? How about a frozen drink? Or an elephant ear? Where do you draw the line?

How about paying for what you want, and not expecting it to be just given to you?

Again, when people start demanding things for free it kind of ruins the magic of getting that thing in the first place. Even towel animals are not so special when you see one in every room.

 

[arrdee11462]

If Disney gives out cupcakes for Birthdays then everyone celebrating a birthday that wants one should get it. If You (read generic you here) don't want one then turn it down. It sounds like the OP wanted it for their child. Not an unreasonalble expectation.

Don't bring someone else a little cake for their b'day and then not bring one to my DD... That would be bad...

 

[mefordis]

Okay I agree that towel animals are something one shouldn't expect, but when WDW is running "What will you celebrate" promotion, and whenver you make a restaurant ADR you have them asking what you are celebrating, and whenever you make on online ADR it asks you what you are celebrating and has a picture of a cupcake on it, Yes, I think a cupcake is not too much to expect on a child's birthday.

OP: I hope you left that rude waitress $0.

It has nothing to do with low expectations. It has to do with getting what you are paying for. You should have a good meal with good service, that is what you are paying for. Anything above and beyond is wonderful, but should NOT be expected. The rooms should all be clean, and towel animals are a nice extra, IF housekeeping has the time to make them.

Even something that costs "next to nothing" does cost Disney money. Especially if they have to give those things away a few hundred times a day. We all end up paying for it then. Hire more housekeepers so they have time to make everyone towel animals, and we all pay their wages.

Going with your theory of expecting more, should I go to the parks and expect that they just give me a soda? After all, it costs Disney next to nothing. Should we all demand free sodas? How about a frozen drink? Or an elephant ear? Where do you draw the line?

How about paying for what you want, and not expecting it to be just given to you?

Again, when people start demanding things for free it kind of ruins the magic of getting that thing in the first place. Even towel animals are not so special when you see one in every room.

 

[kaytieeldr]

I spent my 50th birthday at Disneyland. I waited on Main Street to see Wishes. About fifteen minutes after it was supposed to start, Disney cancelled it due to high winds up where the fireworks would go off, and the risk of fires to the neighborhood. The CM I'd been talking with got together several CMs and recruited various Guests in the area, to sing "Happy Birthday" instead.

Doesn't mean everyone should expect that, or that Disney should do it for every birthday celebrant. It was a surprise and a nice touch. Ditto for the cupcakes. Guests who want a cake for any celebration should arrange (and pay) for one in advance. Some Guests will get cupcakes, some won't. Could be a huge number of reasons - from a limited number of cupcakes, to an overworked server/kitchen, to 'where's the surprise/nice touch when everyone is asking for/expecting this treat'.

 

[kaytieeldr]

Okay I agree that towel animals are something one shouldn't expect, but when WDW is running "What will you celebrate" promotion,

As far as I can tell, it appears the OP's entire visit occurred in 2010 - no longer "What Will You Celebrate", but rather entirely during Disney's "Give a Day, Get a Day" promotion.

 

[arrdee11462]

As far as I can tell, it appears the OP's entire visit occurred in 2010 - no longer "What Will You Celebrate", but rather entirely during Disney's "Give a Day, Get a Day" promotion.

Actually it's both, check out their website.

http://disneyworld.disney.go.com

Having them sing you Happy Birthday in the street is totally different than giving our a Birthday dessert to the Birthday celebrant.

Again if is the policy of a business to give a Birthday guest a dessert then everyone who wants one should receive it.

That is just Business 101.

Otherwise you will get just what you have here, many people discussing whether Disney is "doing the right thing" with the treatment of their guests. I am sure if Disney management is reading these kind of posts they are horrified that a server would deny a child a free birthday cupcake when others were receiving one.

Let's give disney more credit than that, I'm sure the server was not long for that job with that kind of service.

 

[taximomfor4]

Actually it's both, check out their website.

http://disneyworld.disney.go.com

Having them sing you Happy Birthday in the street is totally different than giving our a Birthday dessert to the Birthday celebrant.

Again if is the policy of a business to give a Birthday guest a dessert then everyone who wants one should receive it.

That is just Business 101.

Otherwise you will get just what you have here, many people discussing whether Disney is "doing the right thing" with the treatment of their guests. I am sure if Disney management is reading these kind of posts they are horrified that a server would deny a child a free birthday cupcake when others were receiving one.

Let's give disney more credit than that, I'm sure the server was not long for that job with that kind of service.

I think what people are saying is that it's NOT WDW's "policy" ...the cupcake is just something they sometimes do. See my pp. More often than not, we didn't get any birthday acknowledgment at all. And looking around at those meals, we definitely saw some people getting a cupcake, but others wearing birthday or other badges didn't. We left the restaurants feeling a touch disappointed, but not upset. We just aren't that lucky, in general though, so our case might be extreme.

 

[arrdee11462]

I really would like to know the actual "policy" we are celebrating two birthdays on our next visit and if this is how they will handle it than we will definitely look for a place that "celebrates" in some way.

We do not want to "buy" a cake, we all would prefer to purchase our own desserts from a selection, so that is not the answer for us. I do know they are making far more money with our family of 12 each picking a dessert and then they provide a small b'day dessert with a candle for the bday person.

...................................................... .......................................

 

[kaytieeldr]

Having them sing you Happy Birthday in the street is totally different than giving our a Birthday dessert to the Birthday celebrant.

Sure. It's impromptu, unexpected, and a nice treat - just as the cupcake should be considered. NOT EVERY PERSON celebrating a birthday gets one. It's not "the policy". Sometimes the cupcake happens, sometimes it doesn't.

 

[kaytieeldr]

I really would like to know the actual "policy" we are celebrating two birthdays on our next visit and if this is how they will handle it than we will definitely look for a place that "celebrates" in some way.

We do not want to "buy" a cake, we all would prefer to purchase our own desserts

Disney does not have a standing policy. Again, some Guests get a cupcake, some don't. If you want to ensure a treat to celebrate a birthday, see the cake thread on the Dining Forum, and buy your own cake. Tes, I do understand "we do not want to "buy" a cake - however, if you want to be guaranteed that there will be ANY kind of cake for your birthdays, you NEED to be proactive - and that doesn't mean asking for (expecting) anything free.

I do know they are making far more money with our family of 12 each picking a dessert and then they provide a small b'day dessert with a candle for the bday person.

While of course any restaurant gets money when the party purchases twelve desserts, that still doesn't mean they must provide a small birthday dessert with a candle for the birthday person. ALL it means is that the restaurant earns revenue (not necessarily make more morney) when a party orders twelve of anything.

 

[arrdee11462]

Disney does not have a standing policy. Again, some Guests get a cupcake, some don't. If you want to ensure a treat to celebrate a birthday, see the cake thread on the Dining Forum, and buy your own cake. Tes, I do understand "we do not want to "buy" a cake - however, if you want to be guaranteed that there will be ANY kind of cake for your birthdays, you NEED to be proactive - and that doesn't mean asking for (expecting) anything free.

While of course any restaurant gets money when the party purchases twelve desserts, that still doesn't mean they must provide a small birthday dessert with a candle for the birthday person. ALL it means is that the restaurant earns revenue (not necessarily make more morney) when a party orders twelve of anything.[/QUOT]

***nobody has said they must provide anything - unless their policy says so,

FYI *Desserts are one of the most profitable areas of a restaurant, so yes if they are selling 12 separate desserts they are making more money.

Is the Disney "policy" you speak of something you are aware of (have you asked or work there?) or just assuming. I am sure that a place like Disney has "policy" on everything. I would be shocked if they are as whimsical about this kind of decision as you say.

I am saying that if they are providing one to the tables around me then they darn well provide them for us. If they want to continue to have repeat customers that is. All it takes is a little common sense here...

You are comparing Disney to that commercial where one little girl gets the fake toy pony and the other gets the Real live Horse, not the Disney I know and love.

 

[maxiesmom]

Disney does not have a standing policy. Again, some Guests get a cupcake, some don't. If you want to ensure a treat to celebrate a birthday, see the cake thread on the Dining Forum, and buy your own cake. Tes, I do understand "we do not want to "buy" a cake - however, if you want to be guaranteed that there will be ANY kind of cake for your birthdays, you NEED to be proactive - and that doesn't mean asking for (expecting) anything free.

While of course any restaurant gets money when the party purchases twelve desserts, that still doesn't mean they must provide a small birthday dessert with a candle for the birthday person. ALL it means is that the restaurant earns revenue (not necessarily make more morney) when a party orders twelve of anything.[/QUOT]

***nobody has said they must provide anything - unless their policy says so,

FYI *Desserts are one of the most profitable areas of a restaurant, so yes if they are selling 12 separate desserts they are making more money.

Is the Disney "policy" you speak of something you are aware of (have you asked or work there?) or just assuming. I am sure that a place like Disney has "policy" on everything. I would be shocked if they are as whimsical about this kind of decision as you say.

I am saying that if they are providing one to the tables around me then they darn well provide them for us. If they want to continue to have repeat customers that is. All it takes is a little common sense here...

You are comparing Disney to that commercial where one little girl gets the fake toy pony and the other gets the Real live Horse, not the Disney I know and love.

Well, that is kind of how it works. Things like cupcakes for birthdays are supposed to be Pixie Dust touches, where it is an extra something special they sometimes do. There is not a standing policy of free birthday cupackes. If they had one they would then have to demand a birth certificate or some such proof of age, as people would otherwise be claiming their birthday was every day!

If you go in expecting the extra touches you are setting yourself up to be disappointed. Disney is all about whimsy, and you can't demand it.

 

[CanadianGuy]

I think the most memorable birthday in recent years was at a restaurant in the MK. The one opposite the 'all glass one' -- I'm so great with names.. haha.

Anyway... we were just eating lunch and it did happen to be my birthday. Well, the Mayor and piano teacher came in and wandered around the restaurant and at some point asked if anyone was celebrating a birthday.

I cringed a bit as my buddy David's hand shot up like it was rocket propelled and he pointed squarely at me.

The Mayor and the Piano teacher led the entire restaurant in singing me Happy Birthday and the P/T wrote out a birthday button for me..

Never saw ANY of that coming and it was pretty 'magical' and definitely something I'll always remember.

I asked Dave later if he had put anybody up to that or had done anything to arrange it prior to raising his hand.

He had not.

THAT is Disney magic in my book.

FWIW - I did not get a cupcake.. tho every server in the restaurant, and even the Mayor knew full well it was birthday.

As with all things in life - YMMV.

K

 

[ConcKahuna]

FWIW - I did not get a cupcake.. tho every server in the restaurant, and even the Mayor knew full well it was birthday.

As with all things in life - YMMV.

K

Pfft you didnt need a cupcake, muffin

 

[CanadianGuy]

Pfft you didnt need a cupcake, muffin

Are you suggesting that when I sit around the delightfully appointed king bed value room that I sit AROUND the delightfully appointed king bed value room?



And Dave's right... I didn't need a cupcake. Heck, I didn't know they were an option... but my ignorance led me to just let things play out and I ended up with a much better memory than a cupcake..

Right muffin?

K

 

[ConcKahuna]

Are you suggesting that when I sit around the delightfully appointed king bed value room that I sit AROUND the delightfully appointed king bed value room?



And Dave's right... I didn't need a cupcake. Heck, I didn't know they were an option... but my ignorance led me to just let things play out and I ended up with a much better memory than a cupcake..

Right muffin?

K

Pfft, you can fit 15 of you in a king bed.

And the crowd and your beet-red face were much better than a pastry

 

[kaytieeldr]

Is the Disney "policy" you speak of something you are aware of (have you asked or work there?) or just assuming.

Basing it on close to twenty-five years of visits (over thirty, total) and observations, and friends' visits over that period, along with several years of reading posts on the DIS, and about fifteen years of reading Disney-related forums on AOL.