POFQ Disappointment

[wilkeliza]

Call and speak to someone...I got a big discount in 2014 when the WL pool renovation was announced. I had a courtyard view booked and was switched to woods. Plus they gave me money off. We ened up having a view of Bay Lake, Contemporary snd saw "Wishes" from our balconey. Plus it was soooooo cold, we never went swimming!!!

Did you book direct through Disney or with a regular Disney TA? I think the problem OP may come up against is they booked a "magical deal" with a TA who gets these by booking room blocks and selling those rooms. On top of that you just wanted a view change the OP wants to go from Moderate to Deluxe.

 

[Srbright]

Are you using this example because you think Disney has issues getting commitments and deadlines from contractors?

Vendors are at the mercy of the suppliers as well. One project holding up heavy equipment time can delay 4-5 projects. That's why contractors get bonuses for conpleting on time or early.

The business acumen of the contractors is (hopefully) good enough that they don't put all of their eggs in the Disney basket. They have other major projects that aren't Disney that can affect the timing.

Stacy

 

[Sammie]

Thanks for clarifying.

They used to do most of this in house but much is out sourced to local contractors and I think the schedule has become less reliable.

 

[adelaster]

They used to do most of this in house but much is out sourced to local contractors and I think the schedule has become less reliable.

Makes sense. I imagine people like the OP would be much more cool with stuff like this if they hadn't just done the same thing with the electric parade. Maybe they could do a blanket possible construction warning when it's in the works, citing which areas of the resorts are in line. IDK, current system seems odd. Could be they base priority work spots on booking numbers, but all I can do is speculate without actual fact.

 

[wilkeliza]

They used to do most of this in house but much is out sourced to local contractors and I think the schedule has become less reliable.

Don't the still use Buena Vista Construction company? So in house but a different portion of the Walt Disney Company? Of course I didn't look at the permits to see who is doing this specific work but I thought everything still ran through Buena Vista.

 

[shalom]

All of the things one would normally expect from a corporation of that size (like a basic schedule) seem to be an unreasonable ask.

It's odd. My Timeshare company lists projects for every resort on the resort page, so it's easy to check a year or so ahead. Granted, they often don't give specific dates (it's "mid-March through early June" or whatever), but they give you an idea of what's going on where and approximately when. I don't expect hotels or Timeshares to warn me about hurricane season or anything like that, but when there's planned construction, I expect that information to be available by the time reservations are allowed, often as a note on your registration verification. But with Disney, it seems that getting a notice a few weeks before you get there is the standard.

It wouldn't be reasonable anywhere else, but for some reason it is tolerated here. This interests me, so it will be telling to see if the property truly lives up to the hype.

Disney resorts definitely have a vibe, or an energy, that most places do not. My eldest noticed it when we were wandering some of the Crescent Lake resorts one of our first trips -- we were walking through the Swan and she suddenly said, "This isn't a Disney resort, is it?" For her, the Disney resorts felt fun, while the Swan felt formal. For me the vibe varies from resort to resort, and "fun" isn't always my first thought, but I think there's truth to my daughter's claim that Disney resorts as a whole have a "fun" feeling other resorts lack. If you're sensitive to that energy, and like it, then Disney will probably "live up to the hype."

I always warn newbies that Disney Deluxe is not Real World Deluxe, and that with Disney hotels you're mostly paying for location, transportation, and ambiance, not rooms or service. The standard hotel rooms are small and the service sometimes more cheerful than helpful, but the pools are cool, the public rooms brilliantly themed, and no one matches Disney's transportation system. It could be argued that Disney hotels appeal to a fairly narrow market, but so long as there are enough repeat customers to keep filling the rooms, I doubt Disney sees a problem with that. For people who want to live "in the Disney bubble," Disney's the only game in town.

 

[AngiTN]

This "lack of notice" seems to be a consistent issue across the parks, resorts, and their services. We are first time visitors at the end of the month and I've been really surprised by the amount of lack of notification personally experienced as well as reading everyone else's accounts. Going into it with an open mind, but will definitely really take my time deciding if it is worth a return. People on these boards seem to be very defensive of the company's decisions and policies- possibly from nostalgia or affection?- but I have seen a lot that makes me question how they treat their long-standing guests.

All of the things one would normally expect from a corporation of that size (like a basic schedule) seem to be an unreasonable ask. A cast member acted like I was crazy for asking when the MSEP parade usually ran, and at this point it's funny. Despite some of the more harsh remarks to the contrary, I think all of you are perfectly within rights to feel frustrated and short-changed when you are asked to plan something a year or more in advance only to discover completely plan altering information within months, weeks, or days of your visit. It wouldn't be reasonable anywhere else, but for some reason it is tolerated here. This interests me, so it will be telling to see if the property truly lives up to the hype.

Hope your visit goes better than you expect, and hopefully guest relations finds a solution to these issues!

Actually, in other cases we've had hotels not even mention renovations. Disney at least lets people know. And they make every effort possible to make any renovations as hidden as possible. They work hours when 99% of the guests at in the parks, for instance. They build walls that hide as much as reasonably expected. Do they still bother some people? Yes. Because it's impossible to please everyone all the time. When they haven't done renovations people complain about how run down X is getting. Disney really can't win, in some cases. And maintenance is one of those areas for sure.

 

[adelaster]

Actually, in other cases we've had hotels not even mention renovations. Disney at least lets people know. And they make every effort possible to make any renovations as hidden as possible. They work hours when 99% of the guests at in the parks, for instance. They build walls that hide as much as reasonably expected. Do they still bother some people? Yes. Because it's impossible to please everyone all the time. When they haven't done renovations people complain about how run down X is getting. Disney really can't win, in some cases. And maintenance is one of those areas for sure.

I have no doubt that is true- it is impossible to please everyone, especially the public.

It is unfortunate that you've experienced a lack of notice at other hotels- that is something I cannot speak to. In my personal experience it has been noted either in customer reviews of the place or on the establishment's webpage. That being said, I am usually an airbnb traveler- I prefer to "live like a local" when I travel and am not accustomed to fancy digs.

All I'm commenting on is the observed shared feeling that communication and notification could be improved at Disney. This is not a novel observation- more than one of the recent articles shared on the DISboards "News and Updates" sidebar shares observations on a similar vein. It's interesting how it is not acceptable for paying customers- especially on these boards- to express displeasure with an aspect of their experience. I'm just saying that people's feelings and thoughts are valid, and this is not an isolated experience.

It's odd. My Timeshare company lists projects for every resort on the resort page, so it's easy to check a year or so ahead. Granted, they often don't give specific dates (it's "mid-March through early June" or whatever), but they give you an idea of what's going on where and approximately when. I don't expect hotels or Timeshares to warn me about hurricane season or anything like that, but when there's planned construction, I expect that information to be available by the time reservations are allowed, often as a note on your registration verification. But with Disney, it seems that getting a notice a few weeks before you get there is the standard.

Disney resorts definitely have a vibe, or an energy, that most places do not. My eldest noticed it when we were wandering some of the Crescent Lake resorts one of our first trips -- we were walking through the Swan and she suddenly said, "This isn't a Disney resort, is it?" For her, the Disney resorts felt fun, while the Swan felt formal. For me the vibe varies from resort to resort, and "fun" isn't always my first thought, but I think there's truth to my daughter's claim that Disney resorts as a whole have a "fun" feeling other resorts lack. If you're sensitive to that energy, and like it, then Disney will probably "live up to the hype."

I always warn newbies that Disney Deluxe is not Real World Deluxe, and that with Disney hotels you're mostly paying for location, transportation, and ambiance, not rooms or service. The standard hotel rooms are small and the service sometimes more cheerful than helpful, but the pools are cool, the public rooms brilliantly themed, and no one matches Disney's transportation system. It could be argued that Disney hotels appeal to a fairly narrow market, but so long as there are enough repeat customers to keep filling the rooms, I doubt Disney sees a problem with that. For people who want to live "in the Disney bubble," Disney's the only game in town.

Shalom's post (above) puts a little more light on that. The perks of Disney property far outweigh any disadvantages, which is why people keep people returning. The popularity of the corporation keeps new and repeat visitors coming back in high enough numbers that as of yet it is not a threat to their business. However, attendance is down, and I have seen plenty of people voice the opinion that they will not return until they see a "return" to the mission statement/customer service model once observed by them in the parks/property. Do I think it is a major threat? No. Do I think it will change anything? Probably not. But it is still interesting to observe. I just wish everyone could be equipped with the wisdom Shalom shared before embarking on a Disney vacation/planning process for the first time. I certainly wasn't, and this has been quite the learning experience.

Today I read the "park rules" and was incredulous at some of the disclaimers (image attached). There's a lot of "small print" in play here- and I think the reaction you see from displeased customers stems from a "felt" lack of transparency about some of the details. But then, that's part of the "magic" I guess? Either way, people have a right to be unhappy about the service they receive. I'm still of the opinion that if there are significant amounts of people displeased with the same thing, there is probably some kind of a solution that could be reached. I don't have facts or figures though, so I have no way to quantify the size of the issue. People are more apt to complain than to praise, unfortunately, so online reading doesn't amount to much. One thing is for sure, they have 100% protected themselves for any action or decision they want to make, and they evidently have enough fans to support them regardless. I signed away any power I possessed as a consumer when I paid them, whether I took the time to know it beforehand or not has been my conclusion. The majority of people are not exactly used to that in our "the customer is always right" America of today.

 

[AngiTN]

I have no doubt that is true- it is impossible to please everyone, especially the public.

It is unfortunate that you've experienced a lack of notice at other hotels- that is something I cannot speak to. In my personal experience it has been noted either in customer reviews of the place or on the establishment's webpage. That being said, I am usually an airbnb traveler- I prefer to "live like a local" when I travel and am not accustomed to fancy digs.

All I'm commenting on is the observed shared feeling that communication and notification could be improved at Disney. This is not a novel observation- more than one of the recent articles shared on the DISboards "News and Updates" sidebar shares observations on a similar vein. It's interesting how it is not acceptable for paying customers- especially on these boards- to express displeasure with an aspect of their experience. I'm just saying that people's feelings and thoughts are valid, and this is not an isolated experience.



Shalom's post (above) puts a little more light on that. The perks of Disney property far outweigh any disadvantages, which is why people keep people returning. The popularity of the corporation keeps new and repeat visitors coming back in high enough numbers that as of yet it is not a threat to their business. However, attendance is down, and I have seen plenty of people voice the opinion that they will not return until they see a "return" to the mission statement/customer service model once observed by them in the parks/property. Do I think it is a major threat? No. Do I think it will change anything? Probably not. But it is still interesting to observe. I just wish everyone could be equipped with the wisdom Shalom shared before embarking on a Disney vacation/planning process for the first time. I certainly wasn't, and this has been quite the learning experience.

Today I read the "park rules" and was incredulous at some of the disclaimers (image attached). There's a lot of "small print" in play here- and I think the reaction you see from displeased customers stems from a "felt" lack of transparency about some of the details. But then, that's part of the "magic" I guess? Either way, people have a right to be unhappy about the service they receive. I'm still of the opinion that if there are significant amounts of people displeased with the same thing, there is probably some kind of a solution that could be reached. I don't have facts or figures though, so I have no way to quantify the size of the issue. People are more apt to complain than to praise, unfortunately, so online reading doesn't amount to much. One thing is for sure, they have 100% protected themselves for any action or decision they want to make, and they evidently have enough fans to support them regardless. I signed away any power I possessed as a consumer when I paid them, whether I took the time to know it beforehand or not has been my conclusion. The majority of people are not exactly used to that in our "the customer is always right" America of today.

The bold in the last paragraph your post is EXACTLY why I don't read consumer reviews to be aware of construction or renovations in a given hotel.

 

[wilkeliza]

Today I read the "park rules" and was incredulous at some of the disclaimers (image attached). There's a lot of "small print" in play here- and I think the reaction you see from displeased customers stems from a "felt" lack of transparency about some of the details. But then, that's part of the "magic" I guess? Either way, people have a right to be unhappy about the service they receive. I'm still of the opinion that if there are significant amounts of people displeased with the same thing, there is probably some kind of a solution that could be reached. I don't have facts or figures though, so I have no way to quantify the size of the issue. People are more apt to complain than to praise, unfortunately, so online reading doesn't amount to much. One thing is for sure, they have 100% protected themselves for any action or decision they want to make, and they evidently have enough fans to support them regardless. I signed away any power I possessed as a consumer when I paid them, whether I took the time to know it beforehand or not has been my conclusion. The majority of people are not exactly used to that in our "the customer is always right" America of today.

I'm not sure you signed away your rights 100% or that it has anything to do with "the customer is always right" mentality. The displeasure you have with Disney and planning your first trip have you voiced those to Disney and tried to get some help? For most things they give as much notice as they possibly can. Yes their booking actually lets you make a reservation at 400 and some odd days out so it is possible in a year and a half time there will be changes to resorts or construction projects. All the construction projects I have dealt with have had some sort of notice. For the Sassagoula closing they gave 1 months notice to the start of the project so about two months for the OP. I wonder if the OP reached out to the travel agent to see if there was anything they could do.

I pointed out early when Disney has done major construction projects and you booked before notice went up (Wilderness Lodge, Poly, Boardwalk) they were offering to make a lateral move for people or a discount. That wasn't just food courts or quiet pools. It had to be main feature pools or full on resort work.

 

[wilkeliza]

Just wanted to add when Disney does do wrong I get that but what the OP is complaining about and what some other complaints have been aren't super big deals. There is still food and beverage in a quick service location at this resort. It just isn't the theme the OP wanted. It isn't that big of a deal.

Bad deal is what they did with Reflection of Light. That was terrible communication on the companies part and I do hope anyone who booked a last minute trip hoping to catch the newest show let Disney know how bad they treated their customers on that whole ordeal.

 

[adelaster]

I'm not sure you signed away your rights 100% or that it has anything to do with "the customer is always right" mentality. The displeasure you have with Disney and planning your first trip have you voiced those to Disney and tried to get some help? For most things they give as much notice as they possibly can. Yes their booking actually lets you make a reservation at 400 and some odd days out so it is possible in a year and a half time there will be changes to resorts or construction projects. All the construction projects I have dealt with have had some sort of notice. For the Sassagoula closing they gave 1 months notice to the start of the project so about two months for the OP. I wonder if the OP reached out to the travel agent to see if there was anything they could do.

I pointed out early when Disney has done major construction projects and you booked before notice went up (Wilderness Lodge, Poly, Boardwalk) they were offering to make a lateral move for people or a discount. That wasn't just food courts or quiet pools. It had to be main feature pools or full on resort work.

I'm not that upset about anything in particular, not enough that warrants a complaint. It's been more of a surprise at what most people are probably used to. I have asked questions when I had them, and so far none of the questions have ever really had a clear answer. It's more as Shalom said, the "service was more cheerful than helpful"- and often it's been neither.

To me, the snippet of park rules shared is most definitely a surrender of any conceived power as a consumer. It's more amusing than anything else at this point.

I did ask about construction when I booked (at a different resort than the OP) but it seems that many people who have done the same arrived to jackhammers. Hopefully that isn't my experience- but I can definitely sympathize with those who do discover that too late to do anything about it.

One of the oddest things is that it seems Disney outsources their customer service call centers- something I discovered through these months of online reading and browsing these boards and reddit. On some threads people cite getting an answer on the phone only to arrive and discover it was misinformation. People on the thread will then disparage the poster for not having known better, and that phone cast members are often incorrect. What a tangled web to weave! I can't speak to that, my actual interactions with Disney humans on the phone has been pleasant. The online chat has been mixed, and the automated phone system has either been flawless or a disaster. Again though, that's one person's experience in the face of the 53,000* average people that visit the parks on a daily basis. *Retrieved from an article which used 2014 attendance for an estimate

So yeah, nothing worth expressing. I am trying to go into this with an open mind, and truly do hope for a positive experience on site. The "planning" portion hasn't been awesome for me. My posts on here are speaking in a broader sense- I am one of those annoying advocate/empathetic/INFJ types.

 

[wilkeliza]

Oh I totally understand @adelaster. I was a CM and still visit frequently since then. Sometimes the phone CMs can be the worst. They aren't really outsourced but most of them are located in a call center in Kissimee and may have never actually been to the parks or resorts themselves. They all work for the Disney company and all have access to the same information as any other CM but some seem to just be punching the clock and can't be bothered to even look on the Hub to find information. Same with some park CMs who are scared to say Yah know I don't know the answer but let me find someone who does or say I am not sure but would hate to give you false information so can I get your contact information so that I can pass it on to the proper department or whatever variation of sorry I don't know but let's find out together. Many hear the "don't say I don't know" and think that is what the statement means. The training actually is don't say "I don't know" with out offering to assist in finding the correct answer and learn with the guest.

 

[adelaster]

Oh I totally understand @adelaster. I was a CM and still visit frequently since then. Sometimes the phone CMs can be the worst. They aren't really outsourced but most of them are located in a call center in Kissimee and may have never actually been to the parks or resorts themselves. They all work for the Disney company and all have access to the same information as any other CM but some seem to just be punching the clock and can't be bothered to even look on the Hub to find information. Same with some park CMs who are scared to say Yah know I don't know the answer but let me find someone who does or say I am not sure but would hate to give you false information so can I get your contact information so that I can pass it on to the proper department or whatever variation of sorry I don't know but let's find out together. Many hear the "don't say I don't know" and think that is what the statement means. The training actually is don't say "I don't know" with out offering to assist in finding the correct answer and learn with the guest.

That's really unfortunate. Pretty much one of the top quality customer service lessons is taking responsibility and seeking the answer/solution, even if you don't personally know or have it. One of the most valuable things I learned in my own work career! Of course, some people still don't accept this, but it is so much better for everyone to take the extra step and find a true and accurate solution or answer for a customer. But hey, I'm just someone who spent an hour calling Consumer Reports to ask if they had ever reviewed a "food dehydrator" for a customer who had a friend who saw it on the cover of a magazine in a grocery store. I love satisfying people, or at least improving their lives through trying. Not everyone is cut out for that though. While I presently serve a more professional audience I will never forget the lessons learned when I had to answer anything and everything.

With a company that is as large and has as many customers as Disney does you really need a well-oiled machine to manage the depth and breadth of possible concerns. The Mom Panel thing is brilliant, but it seems like there are gaps in comprehensive and consistent training for their employees. If the information is there and employees willfully aren't utilizing it, that's one thing. But I imagine there are some well-meaning employees who are either ignorant of the information or simply aren't trained as comprehensively as they ought to be. All ties back to what appears- again- merely a speculation- to be a lack of consistent and quality communication across the company and customers. That's a really common issue in many places, government and public. It's one of the things I feel passionately about- I truly think it is possible to communicate effectively and healthily both in personal, public, and professional relationships. As a society we seem to have lost touch with that a bit, as we are flooded with information 24/7. Studies are showing that communication skills are suffering somewhat of a decline today, and that is a problem that can be solved!

The reaction of some posters on here is inexcusable. Not this thread specifically, but in general I have noticed some of the same users berating people for their lack of "correct" information, even when it was obtained directly from Disney. It's a company with flaws, just like we're people with flaws. Misunderstandings, closures, and repairs are going to happen. It's how they're handled that ultimately makes a difference.

 

[Sammie]

Don't the still use Buena Vista Construction company? So in house but a different portion of the Walt Disney Company? Of course I didn't look at the permits to see who is doing this specific work but I thought everything still ran through Buena Vista.

Even if a project goes through Buena Vista, they use other out sourced vendors for specific areas. They simply outgrew doing it all themselves.

And yes even the call center over flow goes to outsourced, even to some that work at home. I got a lady one day that had a parrot that was repeating everything she said to me.

 

[teachertink]

To answer some of the above questions...yes I did book through a TA and yes I did express my disappointment and asked to see other available choices. By the time I received the letter from Disney, the TA had two choices that were extremely high priced as inventory is very low. My frustration may not be warranted for some but it is warranted for my family. The resort atmosphere is what makes the trip for my 14 year old. He loves the resorts. Just because my complaints above are not important to some people, doesn't mean they aren't important to another family. Vacations mean different things to different people.

 

[adelaster]

And yes even the call center over flow goes to outsourced, even to some that work at home. I got a lady one day that had a parrot that was repeating everything she said to me.

That's so funny!

 

[chigirl]

Did you book direct through Disney or with a regular Disney TA? I think the problem OP may come up against is they booked a "magical deal" with a TA who gets these by booking room blocks and selling those rooms. On top of that you just wanted a view change the OP wants to go from Moderate to Deluxe.

I accepted a room change...they offered to send me to Animal Kingdom Lodge for the same price or Grand Floridian for $100 more a day. I accepted a view change and a cash discount.

 

[chigirl]

To answer some of the above questions...yes I did book through a TA and yes I did express my disappointment and asked to see other available choices. By the time I received the letter from Disney, the TA had two choices that were extremely high priced as inventory is very low. My frustration may not be warranted for some but it is warranted for my family. The resort atmosphere is what makes the trip for my 14 year old. He loves the resorts. Just because my complaints above are not important to some people, doesn't mean they aren't important to another family. Vacations mean different things to different people.

I understand...my Wilderness Lodge experience was disappointing. It was my birthday trip, the first time I'd ever been able to travel in November (I had worked in retail and was cut off from time off from October 1-Jan1) and I had also found out my mom was fatally ill...so finding out the courtyard/pool was going to be messed up under construction was sad. There are alot of "tough" people on here who come down hard on people's posts. Yes, these sre first world problems...but this is a site dedicated to disney trips and prople who can afford them, lets be real. Its ok to be upset...but you will still have a good time! Enjoy your trip!

 

[chigirl]

PS...my trip was amazing, and it was freezing, so we didnt swim or hang outside the resort, but we did enjoy the fireplaces!!!