Our May 5, 2022 WOC Dessert-less Dessert Party

[smartlabelprint]

Its not Covid…its management and wages

And a lot of new employees. It’s not covid but it was caused by that.

 

[katyringo]

I'm contributing to this thread to provide example how Disney CAN do better- and did - for us a couple years ago. And I do agree.. while we haven't been to DLR since reopening- I've done WDW and there just seems to be a different feel to CMs that's hard to distinguish and it's to no fault of the CM.. it's a leadership problem.

Anyway in summer 2019 i ordered a birthday cake for my kids to be delivered to our table at characters meal. I ordered a colorful, mickEy cake with their names on it and everything.. what came out was a plain white cake. Apparently between me ordering the cake and the day we went Disney completely changed their customs cake ordering to a one type of cake and design situation and didn't tell anyone.

Not wanting my kids to pick up on my disappointment I acted excited about the "ghost of Mickey" cake.. but privately went to my server who went to the manager. And this manager went above and beyond. He took my name, he went and got the kids balloons, he rounded up all the characters for us for a group picture and then after I trip I received an email and gift card.. and we didn't pay for that meal or the cake.

I just post this because Disney can do better. But I think about that manager.. where is he now? That character breakfast isn't even open anymore. Did he come back to work for Disney? I think about him and how he embodied what I think a Disney CM is and should be and how so many of those were probably lost over the last two years.

 

[bardays]

I’m sorry. That’s very frustrating. I also noticed a shrug of the shoulder type attitude this trip. Nobody seems to know what to do or who to go to. Covid has really decreased their level customer service / magic.

yes! shrug of the shoulder attitude when we were there at Easter. At one point, I was so disillusioned by the attitutude of cast members when we were chatting with an outstanding CM at Knick's Knacks at PP, I started to cry a bit!! There are still some gems in the park, but not many

​

 

[smartlabelprint]

yes! shrug of the shoulder attitude when we were there at Easter. At one point, I was so disillusioned by the attitutude of cast members when we were chatting with an outstanding CM at Knick's Knacks at PP, I started to cry a bit!! There are still some gems in the park, but not many

​

Me too! Dealing with a ticket issues she offered me an address to mail to discuss my tickets that had disappeared.

ETA: the manager that came did resolve the issue appropriately.

 

[2tinkerbell]

I don’t think it is the CMs but the attitude of upper management. To me, they have taken the attitude that we all should be grateful they are open (which we are) and forget about the reasons that set us (Disney) apart and why you enjoy coming. They are using the Covid excuse too much.

I don’t think upper management is treating the CMs well either. Look at the old time CMs who are retiring less than a year after reopening. Disney has lost some good ones. Also, you don’t see happy CMs like you used to. When you are happy at your job it trickles down to the guests.

 

[FeistyDisneyMom]

When you are happy at your job it trickles down to the guests.

So much this - hopefully with more training time and more staff over the summer, CMs will get more of the support they need to feel confident and happy in their jobs, and we will all reap the benefits.

 

[Kerr84]

If something like this happens to anyone else and it isn't resolved to your liking, I would suggest to stop by Guest Relations. They seem to care more and be more helpful. I know lines can be long or you may not have time to stop, but they have helped me a few times.

 

[Lisa24jks]

If something like this happens to anyone else and it isn't resolved to your liking, I would suggest to stop by Guest Relations. They seem to care more and be more helpful. I know lines can be long or you may not have time to stop, but they have helped me a few times.

I want to second this. Yes, there may be issues with the new CMs and their training and whatnot since all the pandemic madness. So if you aren't satisfied with the service you're receiving, then head to Guest Relations. There are still plenty of CMs who do care very much and will do everything in their power to make it right. (I had a teeny tiny issue on my last visit, nothing to be upset over, but it did have to be handled at City Hall with a CM and she fixed it quick and easy and made sure a tiny issue didn't turn into a bigger one.) Sometimes it's just a matter of finding the right CM at the right time.

I also have a lot of sympathy for the newer CMs. I think guests expect them to know everything about everything while they're still struggling to learn and it can be very overwhelming. (This does not apply to the OP here, because that absolutely should have been handled differently than it was.)

 

[kerreyn]

If something like this happens to anyone else and it isn't resolved to your liking, I would suggest to stop by Guest Relations. They seem to care more and be more helpful. I know lines can be long or you may not have time to stop, but they have helped me a few times.

We did stop by Guest Relations on our way out of the park, however, it was closed. This happened at the late WOC showing, so by the time the show was over and dealing with "management" at the show site, the park was closed and Guest Relations was as well.

 

[kerreyn]

**SLIGHT update** - Just checked my credit card online, and the refund for the dessert party was processed overnight.

I'm still not finished with these issues, and am still awaiting a reply to my email to guest relations.

 

[CdnCarrie]

**SLIGHT update** - Just checked my credit card online, and the refund for the dessert party was processed overnight.

I'm still not finished with these issues, and am still awaiting a reply to my email to guest relations.

Glad you got your refund but it would be great if you could express yourself to high up/guest relations as well.
How would serving staff feel if they went to a prepaid dinner and were just told "sorry ran out of food. have a good night".

 

[lowlight]

I also have a lot of sympathy for the newer CMs. I think guests expect them to know everything about everything while they're still struggling to learn and it can be very overwhelming. (This does not apply to the OP here, because that absolutely should have been handled differently than it was.)

Oh 100%. They have a lot of new staff so there probably isn't that much experience to lean on in their peers, and guests are definitely agitated with Disney and likely take it out on new CM's. Vicious cycle, if only Disney cared about guests and staff they could stop it.

 

[Snap Crackle Pop]

Oh 100%. They have a lot of new staff so there probably isn't that much experience to lean on in their peers, and guests are definitely agitated with Disney and likely take it out on new CM's. Vicious cycle, if only Disney cared about guests and staff they could stop it.

Also if only Disney would pay their CMs a better wage it would probably also help the experience of their guests. CMs only get paid to deal with so much, and I think Disney set an unreasonable amount of expectations on people that can barely make living wage here in CA.

 

[JohnR5101]

There are a couple ways to look at this. There is no excuse for poor service or communication. That should have been handled much better. On the other hand the deserts are worth maybe $20 to $25 and the rest is the benefit of reserved seating without having to wait. So if they refunded the cost, then it was a good deal financially.
But, that doesn't really make up for the frustration, annoyance, distraction, etc during the show. So, refund plus something else would be appropriate. Maybe a voucher for a free dessert party with no expiration date. Or, a $150 gift card that you can use anywhere (in the parks, after you get home, anything).

We actually went 2 nights before that (Tuesday, May 3) to the 10:15 show. We had 2 kids for the first time and I wanted to make sure we were seated at a high table in the front row so there would not be people in front blocking the view for the kids. I checked in before the first show at about 8:00 and there was no line to check in (nice). Explained my request and the CM was very accommodating, got his tablet and reserved a specific table for us. So, a very good evening for us.

 

[kristensideaoffun]

There are a couple ways to look at this. There is no excuse for poor service or communication. That should have been handled much better. On the other hand the deserts are worth maybe $20 to $25 and the rest is the benefit of reserved seating without having to wait. So if they refunded the cost, then it was a good deal financially.
But, that doesn't really make up for the frustration, annoyance, distraction, etc during the show. So, refund plus something else would be appropriate. Maybe a voucher for a free dessert party with no expiration date. Or, a $150 gift card that you can use anywhere (in the parks, after you get home, anything).

We actually went 2 nights before that (Tuesday, May 3) to the 10:15 show. We had 2 kids for the first time and I wanted to make sure we were seated at a high table in the front row so there would not be people in front blocking the view for the kids. I checked in before the first show at about 8:00 and there was no line to check in (nice). Explained my request and the CM was very accommodating, got his tablet and reserved a specific table for us. So, a very good evening for us.

But Disney makes it very clear that you are just paying for the Dessert Party and that reserved seating is just for the Dessert Party, not the show. If the show doesn’t happen for some reason, you do not get a refund for the Dessert Party. So to not get pretty much the only thing you paid for is pretty awful. Granted, it’s pretty rare of WOC to not happen. But any upgraded “seating” or “viewing” is not considered a benefit you are paying for by Disney so they can fall back on that reasoning for not issuing refunds if a show or parade doesn’t happen.

 

[JohnR5101]

But Disney makes it very clear that you are just paying for the Dessert Party and that reserved seating is just for the Dessert Party, not the show. If the show doesn’t happen for some reason, you do not get a refund for the Dessert Party. So to not get pretty much the only thing you paid for is pretty awful. Granted, it’s pretty rare of WOC to not happen. But any upgraded “seating” or “viewing” is not considered a benefit you are paying for by Disney so they can fall back on that reasoning for not issuing refunds if a show or parade doesn’t happen.

THAT would NOT fly with me. No way are they going to let us sit there in the cold at a table eating desserts with no show. Nope, they are going to refund my money.

(Hypothetical case) It would be comparable to using your ticket to enter the park and because of some problem NONE of the rides, shows, or food are available all day. I don't think they would fall back on the legal language of the ticket and say "so sorry, but it does say here that we don't guarantee these things". I'm sure they have more sense than that. They would issue refunds or future ticket vouchers or something. Preferably let the guest choose what works for them. Not everyone can stay an extra day. Not everyone can plan to come back. So in those cases - refund is minimum.

I would still be unhappy that the expensive hotel room that cost me $500 to $1000 for that day did not allow me to experience the thing I came for.
"But you can go to the pools" (that are now packed solid with all the other people).

(I'm really not as grouchy as this makes me sound) Although I do have a Grumpy tee-shirt.

 

[DisneylandFan22]

Years ago I had an issue at the resort and I followed up with a letter to Disney to express my frustration, explain what the CM who caused the issue did, and ask that the CM who worked everything out for me be recognized in some way because I was appreciative of them. Disney wanted to make sure I was happy so they provided me with free 1 day tickets.

Late last year I had another issue where I was charged for a cake I didn’t order and not allowed to use my MK discount which would have been significant. I followed up with a letter to Disney and they never responded. So after a few months I followed up again. They responded and apologized. I asked if I could receive a refund or a gift card due to the issue. They said no.

To me that showed that Disney is not as committed to guest satisfaction as they used to be.

 

[Kerr84]

I want to second this. Yes, there may be issues with the new CMs and their training and whatnot since all the pandemic madness. So if you aren't satisfied with the service you're receiving, then head to Guest Relations. There are still plenty of CMs who do care very much and will do everything in their power to make it right. (I had a teeny tiny issue on my last visit, nothing to be upset over, but it did have to be handled at City Hall with a CM and she fixed it quick and easy and made sure a tiny issue didn't turn into a bigger one.) Sometimes it's just a matter of finding the right CM at the right time.

I also have a lot of sympathy for the newer CMs. I think guests expect them to know everything about everything while they're still struggling to learn and it can be very overwhelming. (This does not apply to the OP here, because that absolutely should have been handled differently than it was.)

But Disney makes it very clear that you are just paying for the Dessert Party and that reserved seating is just for the Dessert Party, not the show. If the show doesn’t happen for some reason, you do not get a refund for the Dessert Party. So to not get pretty much the only thing you paid for is pretty awful. Granted, it’s pretty rare of WOC to not happen. But any upgraded “seating” or “viewing” is not considered a benefit you are paying for by Disney so they can fall back on that reasoning for not issuing refunds if a show or parade doesn’t happen.

No, Disney will refund you if the show is canceled. It says it right there on the dessert party page.

You might be thinking of the dining packages. They say no refund if the show is cancelled.

 

[angryduck71]

I feel for you (and am doing the dessert party by myself soon so will be on the lookout....). I am going alone because my son is done with Disney. At WDW, a maid ignored the do not disturb sign on the door (he would have put the chain lock on but I ran to the gift shop downstairs for literally 15 minutes). He was taking a bath and had the bathroom door closed. This boy is NOT quiet so I have no idea how she didn't hear him... and, she opened the bathroom door. My son was traumatized (he was 14). We went to the front desk. They didn't seem to care but said no maid services would be coming again. Well, they did again, when my son was alone for just a bit again. I mean, COME ON. They told me a manager would call me. NADA. So, I wrote Disney too. They gave me a $50 gift card and said the maid was new but was talked to. I honestly was expecting more. And, they've lost a customer for life (my son). I remembered when my son got hurt in the park and they went above and beyond back when he was 5. I can't figure out why it's like, "meh" now.

 

[katyringo]

I am seeing quite a few negative WOC dessert party reviews In Facebook groups today. Someone mentioned that they were told that they had doubled the number of tables and were struggling to keep up. For the price that's really not acceptable. I will certainly be following along before booking it for October.