Ridiculous wait at Mama Melrose...

[Jetta8300]

We have eaten there twice and had over an hour wait with an ADR both times. Once the last week of February and once the first week of May. Both during NOT busy times of the year.

They were very unapologetic about it... We checked in and there was maybe 10 people hanging around, and they're just like, "um yeah it's gonna be at least an hour." She had a real attitude. It was an hour +. They told us if we chose to eat elsewhere we would not be charged the cancellation fee. However we could not make another adr anywhere else within an hour or two (the system doesn't let you) so we waited it out both trips. We enjoyed the food and the restaurant very much once we got in both times but it still stunk. I don't really think that's acceptable. I think a RESERVATION should be seated within 30 minutes tops. People plan around these being reservations and it's not ok In my opinion for them to not really be, when that's what they're called.

I didnt really expect anything though... And they didn't offer.

 

[mummabear]

As another poster has mentioned, it is not an exact science. What would you do if they did call, and you decided to get on another ride, and 2 minutes in they were trying to call that a table had opened up and you needed to get there asap? They don't want to be in the position of holding tables for someone who is at Spaceship Earth and on their way to Le Ceiller. None of us need those tables sitting empty for guests who are on their way.

They shouldn't be overbooking them they way they are, I shouldn't be left sitting around doing nothing for over 30 minutes past our booking time, otherwise what is the point of having bookings?

 

[maxiesmom]

They shouldn't be overbooking them they way they are, I shouldn't be left sitting around doing nothing for over 30 minutes past our booking time, otherwise what is the point of having bookings?

It gets you the next table available for your party size. Not to mention if they cut back on bookings you would see massive complaining. So nothing different really.

 

[mummabear]

It gets you the next table available for your party size. Not to mention if they cut back on bookings you would see massive complaining. So nothing different really.

I would be interested in how many bookings they would have to reduce to be closer to the time they have given people.
I don't think it is acceptable that I spent over 7 hours of my vacation waiting for a table at restaurants that I had bookings at.
It really comes down to the fact that the same respect should be shown to me that they ask from us. They want me there 15 minutes early and I don't think they should be 30 minutes late.
If they can charge me $10 a person for not showing up should I get $10 a person for them not be ready within a reasonable time of my booking?

 

[maxiesmom]

I would be interested in how many bookings they would have to reduce to be closer to the time they have given people.
I don't think it is acceptable that I spent over 7 hours of my vacation waiting for a table at restaurants that I had bookings at.
It really comes down to the fact that the same respect should be shown to me that they ask from us. They want me there 15 minutes early and I don't think they should be 30 minutes late.
If they can charge me $10 a person for not showing up should I get $10 a person for them not be ready within a reasonable time of my booking?

Reasonable is so subjective. Another guest may say 10 minutes is reasonable. I know it sounds trite, but if you don't like the way the system works, don't book ADRs. And write Disney and let them know why. Otherwise by booking ADRs and getting upset by it all of the time you are only making yourself crazy. If having ADRs sucks the fun out of your trip, then don't make them.

 

[kandb]

So.... ALL week no issues ANYWHERE. And this is acceptable? I really hate people defending terrible service.

That's the norm for the dis. You could of waited 2 hrs and people would of still said "be happy, your at Disney". MM was the only restaurant we waited at our last trip to Disney. To be honest, the food was terrible and we would never go back. I am sure there will be people saying it is gourmet Italian!

 

[kandb]

Anytime it takes more than an hour to be seated for a reservation is certainly frustrating. I once had a reservation for 20 out in the real world. Even with calling three hours prior to remind them we were still coming, it took 2 1/2 hours to be seated. We were begging them for literally any configuration of tables, didn't have to be together. They insisted they had to seat us all together. It was too late to go anywhere else on a busy weekend night, so we hung tough. As we were being walked to our table, they told us at the last second that they could only fit 17 at one table and put 3 in another room. We didn't get any kind of discount or free dessert or anything for our time.

Still, in my situation and yours, what were our options? We didn't have to wait. We could have cancelled the dinner. It would have been disappointing, but we would only have been out our time and not any money. Any of us could have grabbed something to eat on our own. In your case, with a time constraint, I probably would have made a decision as to which was more important: early Fantasmic or eating at Mama Melrose. If early F! was more important, I would have asked the manager to waive the cancellation fee since they couldn't honor my reservation and gone to the show, grabbing a snack or QS meal instead.

I get your frustration, but I don't think it equates to terrible service on Disney's end in this event. You don't say what would have made the situation better for you (comped meal for three, three FP instead of one, etc.), so I think from a customer service standpoint they acknowledged their fault and at least offered a make-good, which is more than I can say for my situation.

You waited 2 1/2 hours for a dinner reservation? You must have patience of gold. There is NO WAY I would ever be able to wait without screaming and telling someone off. I would of left and went to burger king. That is totally unacceptable. Did you ask to speak to a manager? Did they tell you you were going to have to wait 180 minutes? That's beyond ridiculous.

 

[Jetta8300]

Reasonable is so subjective. Another guest may say 10 minutes is reasonable. I know it sounds trite, but if you don't like the way the system works, don't book ADRs. And write Disney and let them know why. Otherwise by booking ADRs and getting upset by it all of the time you are only making yourself crazy. If having ADRs sucks the fun out of your trip, then don't make them.

That's ridiculous to say, "if you don't like their system, don't book ADRs" . You either book ADRs, or you can't eat where you want. We are kinda forced to participate in ADRs if you want to sit down at a decent meal especially in the parks. That doesn't mean they should be able to make people wait an hour when they had a reservation. I for one was annoyed I had to wait over and hour both times at mama melrose, but we were not seriously "upset". Just because I wasn't seething mad or going crazy doesn't mean it's ok to make people wait that long. It absolutely does not suck the fun out of our trip having to wait, but it still shouldn't happen. And so for that reason we will continue to make ADRs.

 

[3DisneyFanz]

I've waited an hour (or more) past my reservation for some restaurants in nyc and Nola. It happens

Yes but I'd hope you got better food than overpriced Bertoli heat and eat.

 

[Polydweller]

What people have trouble understanding about Disney is they don't and can't operate like other restaurants simply do to demand. In the restaurants in our hotels we book to give you a table at a specific time. That's because we aren't inundated like Disney and as well people don't linger at tables like they do at Disney restaurants. So we can pretty reliably predict the average time per table and know reliably when a table will open up. We book to that average meal length.

That reliability isn't there at Disney. People linger all the time at different restaurants to wait for fireworks shows, or Fantasmic, or Water Pageant, or CP, or lots of other reasons. So Disney can't reliably predict table occupancy times at many of their restaurants. So they don't reserve by time they reserve by table availability. Your reservation is for the first available table for your party size after a certain time. Not for a table at your time.

So the first available table for your party is dependent on when people occupying a table of your size vacate that table. And, if a party of six leaves before a party of four the next party of six will get that table even if they arrived after you.

So, outside WDW we'll be able to book a table for your time but at WDW the reservation will be for the first available table that suits your party size after the ADR time.

 

[TheRustyScupper]

But I thought ADRs were for the "next available seating." Forcing a party of 3 to wait longer than a party of 6 with a later ADR seems to run counter to good customer service...

1) No.
. . . yes, it is "next available seating"
. . . but for the number of guests on the ADR
. . . EXAMPLE: if the ADR was for 1-person, you would not put that lone person at a table-for-eight
2) Taking that party of three would have meant wasting seats at a larger table.
3) Why let three seats go empty, when they can be filled and generate revenue?
4) Also, it would/could have mixed up the assignments and work load of SERVERS (which is set by union contract).

 

[kaytieeldr]

Sorry that this happened, but things do happen !!. I would have done nothing except be happy that I was at Disney

That's the norm for the dis. You could of waited 2 hrs and people would of still said "be happy, your at Disney".

May I ask why you interpret one single response indicating what that specific person would do, into anybody telling the OP how they should react?

4) Also, it would/could have mixed up the assignments and work load of SERVERS (which is set by union contract).

As ususal, interesting information which explains the possible reason for something. Factoids, but not emotions or criticism.

 

[Nancyg56]

They shouldn't be overbooking them they way they are, I shouldn't be left sitting around doing nothing for over 30 minutes past our booking time, otherwise what is the point of having bookings?

I am not sure they are overbooking. I do think that when you compare dining in a major vacation destination to dining at a restaurant at home you compare apples and oranges, AS I said up thread, we made reservations at a NYC restaurant after a show. HOLY LONG WAIT! Now I had made the resevations months in advance, as soon as we booked the trip, so I did not think the wait would be that long, but it was. I did complain, but I was not thrilled either. For me, this was a lesson learned about dining in NYC after Holiday shows get out. I think that lesson applies to Disney Dining as well. Folks continually suggest that to minimize any long waits, book meals during less popular dining times, earlier rather than later, and check in 15 minutes prior to your ADR time. As much as we all want to think we are the most considerate people, once we get to dinner, there can be many reasons to linger, and sometimes we do. This backs the whole system up, and impacts the next set of people. So... since we know there are restaurants that notoriously run behind, we avoid them if dining time is important. We also have started booking late lunches and late dinners so that we are impacted less. We make the system work in our favor, I think.

Now I would not wait over an hour if I had done all the above. I would speak to a manager to see if thee was some way out of our problem. With that said, I have never waited that long in DIsney...never.

 

[Tigger's ally]

This was the week before Christmas, I was there 5-10 minutes early. I hate people defending them, I have to show up early but hey can make you wait 1 hour?

Just and observation but it appears you picked the right avatar. You seem to be screaming in every thread you start. If these threads are how you feel, then maybe Disney World isn't for you. I especially don't like the sentence "I hate people defending them". Hate is not a word to be taken lightly in the current world. Being mad that kids were at California Grill or with having to wait one hour during a busy time period is like being mad that dogs were on the dog trail and people were at the ballgame. Relax. Maybe an all inclusive luxury Beach resort is better for you. They have adult ones.

 

[LilyWDW]

TIL people don't do research and understand how systems work...

 

[Nancyg56]

Just and observation but it appears you picked the right avatar. You seem to be screaming in every thread you start. If these threads are how you feel, then maybe Disney World isn't for you. I especially don't like the sentence "I hate people defending them". Hate is not a word to be taken lightly in the current world. Being mad that kids were at California Grill or with having to wait one hour during a busy time period is like being mad that dogs were on the dog trail and people were at the ballgame. Relax. Maybe an all inclusive luxury Beach resort is better for you. They have adult ones.

I think that perhaps the OP had unrealistic expectations, especially at a WDW resort. We all know that in the "real" world signature means exclusive in many instances. Not so in WDW. On the "real" world reservation means almost set in stone and is not a place in line. I don't care where you go though, without proper research and manageable expectations, you will probably end up dissatisfied. It is my opinion that is why the op is generally unhappy with his trip. He had his own perception of what is appropriate but did no research to see if his perception was the reality.

 

[maxiesmom]

I think that perhaps the OP had unrealistic expectations, especially at a WDW resort. We all know that in the "real" world signature means exclusive in many instances. Not so in WDW. On the "real" world reservation means almost set in stone and is not a place in line. I don't care where you go though, without proper research and manageable expectations, you will probably end up dissatisfied. It is my opinion that is why the op is generally unhappy with his trip. He had his own perception of what is appropriate but did no research to see if his perception was the reality.

That's ridiculous to say, "if you don't like their system, don't book ADRs" . You either book ADRs, or you can't eat where you want. We are kinda forced to participate in ADRs if you want to sit down at a decent meal especially in the parks. That doesn't mean they should be able to make people wait an hour when they had a reservation. I for one was annoyed I had to wait over and hour both times at mama melrose, but we were not seriously "upset". Just because I wasn't seething mad or going crazy doesn't mean it's ok to make people wait that long. It absolutely does not suck the fun out of our trip having to wait, but it still shouldn't happen. And so for that reason we will continue to make ADRs.

It isn't ridiculous to stop doing something that is only bringing you misery. That is common sense and self preservation. Note too that I suggested letting Disney know what the problem is.

 

[Tigger's ally]

I think that perhaps the OP had unrealistic expectations, especially at a WDW resort. We all know that in the "real" world signature means exclusive in many instances. Not so in WDW. On the "real" world reservation means almost set in stone and is not a place in line. I don't care where you go though, without proper research and manageable expectations, you will probably end up dissatisfied. It is my opinion that is why the op is generally unhappy with his trip. He had his own perception of what is appropriate but did no research to see if his perception was the reality.

Yeah, I will not go in June/July, Spring Break or around Christmas. It is like going to my favorite golf course on a Holiday. I can play 18 holes there on a non holiday in about 3 hours. Takes at least 5 and a half to 6 on a holiday. I know that going in, so even if by chance I go on a holiday, I prepare for it, I relax, I get an extra six pack, I sit back and enjoy myself knowing that it is what it is. Last time we were at Disney, we were late for an ADR (I am always a half hour early) because we had bus problems. After I got to Raglan, I informed them that I was late and why. They told me that they had given up on me and given up my table and that I would have about a 45 minute wait. I was fine with that even though it was totally out of our control. We took the high road, bellied up to the hole in the wall bar and had a wonderful wait. Turned out it was over an hour. Two drinks, quiet time with my wife at a side table watching the people walk by was all we had to give. We enjoyed it. Then we had a wonderful dinner and a fun boat ride over to POFQ. When inconvenienced you can either point blame or accept it and make do. Too many people in our hurried society have no ability to make a positive outcome out of a negative situation. It is all on how you adjust.

 

[LiveYourLife]

Lol! OP, between your avi and excessive use of shouty caps I just can't take you seriously. I do hope you did have something (anything) positive to remember from your trip.

 

[Nancyg56]

Yeah, I will not go in June/July, Spring Break or around Christmas. It is like going to my favorite golf course on a Holiday. I can play 18 holes there on a non holiday in about 3 hours. Takes at least 5 and a half to 6 on a holiday. I know that going in, so even if by chance I go on a holiday, I prepare for it, I relax, I get an extra six pack, I sit back and enjoy myself knowing that it is what it is. Last time we were at Disney, we were late for an ADR (I am always a half hour early) because we had bus problems. After I got to Raglan, I informed them that I was late and why. They told me that they had given up on me and given up my table and that I would have about a 45 minute wait. I was fine with that even though it was totally out of our control. We took the high road, bellied up to the hole in the wall bar and had a wonderful wait. Turned out it was over an hour. Two drinks, quiet time with my wife at a side table watching the people walk by was all we had to give. We enjoyed it. Then we had a wonderful dinner and a fun boat ride over to POFQ. When inconvenienced you can either point blame or accept it and make do. Too many people in our hurried society have no ability to make a positive outcome out of a negative situation. It is all on how you adjust.

I agree. I think you have a choice under every circumstance and how you choose to react makes all the difference. I choose to make the best of things most of the time. I figure that unless there is a darn good reason to get upset I will choose to be happy.