Princess lunch in Castle canceled on 6/21

[annabelle]

We had PS's at the Castle for a "princess lunch". Of course, like most everyone else, it was booked 90 days in advance. We showed up early that day and was informed that the lunch was "canceled" (something about the restaurant being "down"). It was heart-breaking seeing all these little girls (including ours) dressed up like princesses and having lunch be canceled. BUT, they did allow us to walk through and spend a little time with each princess (albeit rushed). I was happy for the kids... but it did throw off our day a bit. We were looking forward to a nice sit down meal while seeing the princesses all at the same time. We only had ONE day at Disney, so time was precious. That was the main reason for having PS's.

After spending a good 30 minutes in line for the princesses... we headed out of the castle and tried to find some lunch. Ended up Cosmic Ray's (I think it's called) at peak lunch hour, we spent another 30 minutes in line just for lunch. It was exhausting to say the least. We were all tired and just wanted to eat!

Coming from the hospitality, customer service industry.... I was a bit disappointed in how the Disney folks handled the lunch being canceled. First of all, we were given conflicting reports from the CM's out front... then later found out the real scoop from a manager type person. They offered to make PS's at another location with Mickey or Pooh. But we were only interested in a Princess meal (for our 2 princess crazed girls). In addition, we were on a tight schedule being that we were traveling with my extended in-law family.

So many parents were irate... they were yelling and screaming right in front of their kids (which was uncalled for). We kept our cool, tried not to show our disappointment and turned it into a positive telling the girls that they're still going to get to see the princesses.

I think lots of the parents were upset since they were in the same boat as we were: this was a trip planned years in advance, only ONE day at the MK - pretty much a "once in a lifetime" type of trip - and this happens. Having worked in restaurants many, many years, I know "things happen". It's how you handle things afterwards that either make your customers leave fuming mad OR disappointed but satisfied with how everything was handled.

They should have at least offered to pay for our lunch somewhere else in the MK for the incovenience - not talking sit down service, just counter service somewhere. I don't think that would have been too much to ask...

Does this happen often for meals in the castle? How do you all think they should have handled this??

Annabelle

 

[happygirl]

Just one of those things, I'm sure it was out of there hands, I really don't think there was anything they could have done

 

[sorcerermick]

I feel terrible for you and all of the little princesses who were disappointed that day. I'm sure there was a good reason for cancelling, but at least they gave each child face time with the princesses. Coming from a restaurant job myself, I agree they should have probably handed out some kind of meal vouchers to the guests for at least a counter service meal. Just my opinion. Looks like they tried to make the best of a bad situation though.

 

[danny1649]

You had a bad experience for a special lunch.Sounds like you made the best day you could've for your family.I take my hat off to you for keeping your cool,it's hard to do sometime.I think it would have been a nice gesture for Disney to maybe given the the little one's a small princess doll or something like that and said Cinderella wanted them to have it since her kitchen was broke and couldn't have dinner together today.I would write a letter to Disney and let them know you were not happy the way things were handled.

 

[eeyore45]

I feel terrible for you and all of the little princesses who were disappointed that day. I'm sure there was a good reason for cancelling, but at least they gave each child face time with the princesses. Coming from a restaurant job myself, I agree they should have probably handed out some kind of meal vouchers to the guests for at least a counter service meal. Just my opinion. Looks like they tried to make the best of a bad situation though.

I also agree, they have the convention Q&C Vouchers, and maybe that's why people become unreasonable (yelling etc) knowing that only the squekeeeey wheels get 'greased'... since they did offer to make a PS at another location, they did have 'some' plan of action... but still

 

[annabelle]

Well... maybe I should write a letter politely expressing our disappointment. No harm done... perhaps they would take note and handle things better if this were to happen again in the future.

Annabelle

 

[Fast Pass]

I'm sorry for you and your family. I am sure Disney had a good reason for cancelling lunch. Sometimes a restaurant must be closed due to any number of reasons from anything from shortage of staff to potential health issues(no water for washing dishes etc.) They really should have allowed your girls to have as much time as they wanted with the princesses and offer you an automatic PS to any other restaurant for any other park regardless of the type of park pass you had. I hope you still had a good time.

 

[shellybaxter]

This isn't a completely new experience for Disney. Twice before (once when I was at WDW and once I read about on these boards) and Princess Storybook Breakfast has gone "down" in Norway. They didn't handle that very well either. All the parents were yelling and the children were crying. They did bring the Princesses out after a while for the children to see. I had a much more flexible schedule than you. I noticed that the people at the podium were really not getting anywhere. They were being offered the "off" times that no one else wanted for lunch or dinner that day. I went around the corner to the pay phone and called Disney Dinning. They were shocked that the breakfast had been cancelled (no one had told them) and nicely found me a spot for breakfast later in our trip. After the people left who were happy with rebooking, or just too frustrated to do anything more, they offered breakfast coupons to those left and rebookings if they wanted. The longer you stayed and complained the more compensation you received. I thought that was horrible. I mean, why reward those who cause the biggest scene. I wish they would have a back up plan for when these things happen for the most popular meals.

 

[Deb & Bill]

These meals get booked 90 days out, so there isn't much room to fill in the next day or another meal that day. So finding another meal time for the same day at the same place could be an impossibility. I could imagine the disappointment, but resolving the problem would be extremely difficult.

 

[lillygator]

Sorry you had a bad experience but just like everything in life that is how it goes....you had a "PS" which wasn't a guarantee for anything...I DON'T think they owed you lunch...if I was planning a trip to Novia Scotia and made a reservation at a restaurant that no longer was operating once I arrived I wouldn't expect anything...and yes I realize that CRT has a deposit but I am sure you would be refunded.....

WDW is a once in a LT for many which I do realize but there are some who expect so much out of it....

 

[cascarlet]

Wow..I would think they would know how dissapointing this would have been for you and your little princesses. I know for our upcoming trip breakfast at Cindy's is what my dd is looking forward to the most.

I think the least they could have done was given you a voucher for another meal. Seeing the princess was nice I suppose, but not the same thing.

JMHO

Marianne

 

[Cass]

Thats terrible, they should have done something for everyone.... lunch vouchers for another restaurant or something :-(

Sounds like you made the best of it... if you had started yelling like some of the other parents it would have upset your girls and runined the day.

 

[the kabuki]

That is disappointing! Sounds like you handled it well though.
It does seem that disney would have done things differently. The idea about handing out a small princess doll is good. I can't imagine it costing that much and would have gone far in making everyone happier in the end.

 

[WonderWomanDC]

IMHO they should have tried to move the lunch to another location, such as Narcoosees or some other place on the Monorail that is normally not open for lunch, offering a buffet perhaps. I know it's outside the park but it would have at least been an option. Maybe the logistics are too difficult though, it would depend if something went wrong right at the start or if they had a few hours of warning on a problem in the restaurant.

 

[PixieDust32]

OH NO!

Sorry about that! Poor Girls !!

 

[frannn]

and the meal ruined. I also think Disney should have given out meal coupons or dolls. That would have definetly changed your post today, wouldn't it? Maybe it would have expressed how you experienced some of the Disney Magic because, although your long planned for, once in a lifetime (at that age, anyway) meal was cancelled, your children still got to meet the princesses and get a special present that normal diners do not receive. Hmmm, I would still be disappointed, though, cause the only meal I have ever had at the castle was breakfast. I hope your letter to Disney causes them to help recreate some magic in your day by surprising you with something special (although they should have done it then)......

 

[annabelle]

Thanks everyone for the thoughts...

Hopefully Disney will change how they handle these last minute cancellations... at least offer folks meal vouchers somewhere. The small princess doll was a good idea too... I'll mention that to them as well. All of this wouldn't cost them much, but it certainly would be good gestures toward keeping the "magic" despite a bad situation.

Maybe just maybe they'll take it to heart help others not walk away as disappointed as we all did that day.


Annabelle

 

[annabelle]

Has this happened to anyone else???