Rose & Crown Seating Fail

[PlutoTheDog89]

Two years ago another family joined us for Christmas. They decided very late to do the trip - almost in October. Obviously they weren't able to get many of our ADRs, but managed to get a few of the same restaurants at similar times. Many of Disney's restaurants were very accommodating when they heard we were together.

We had a reservation for 12/31 at Rose and Crown. They had an ADR for Teppan Edo. We were afraid that we wouldn't be able to find them after dinner amid all the chaos. We crossed our fingers and called the ADR number. I swear if the CM could have laughed at the notion of making an ADR for R&C on two days before NYE, she would have. We tried one last night. We went to EPCOT that day and asked for a manager and explained our situation. We didn't expect them to do anything, but hoped for a little pixie dust. The manager, Mike, was awesome. He told the family he'd change our reservation from 4 to 8 and told the family to go ahead and cancel their Teppan Edo ADR. I was skeptical, of course. I was afraid that the family would let go of their ADR and Mike would be off on 12/31 and nowhere to be found. He assured us that he'd be working and to ask for him. He followed up with a warning that it would take longer to be seated, but that he'd accommodate us.

We went on 12/31 and got there about a half hour early. We asked for Mike and he came right out. He told the girl at the podium that our reservation for 4 was actually for 8 and that they'd accommodate us. We figured that the wait for a table would be long - so we grabbed a beer at the stand and the girls went to the bathroom. By the time we paid for the beer, our buzzer went off. The girls were still in line for the bathroom! They seated us and Mike came to see how we were doing.

That's one of those Disney pixie dust moments you never forget. A restaurant that's been booked solid for months found a way to seat us together.

I called Disney to thank them and to commend Mike for being so awesome. The woman from Guest Services did say that if you ever think you'll have more people - to always book for more people. It's pretty much impossible to add people on, but easy to call and subtract from the party.

I hear ya on the attitude, though. I'm happy to hear that they were able to accommodate your party, even if it wasn't the BEST situation. I agree, there's a way to deal with things. It's probably not what you wanna hear, but it's not always easy to accommodate everyone's demands. Sometimes you get really lucky, like our situation on 12/31; sometimes you get what you ask for but it's not perfect. I'd say to be happy they were able to take on the extra guests. It's tough to predict how busy the restaurant would be - maybe they were expecting another 2 parties that night or something...

 

[Criickette]

So you did this at FIVE restaurants? Whoa!

 

[JJZMgailey]

For what it's worth, I don't think the computer system works the way you described. It takes the space in your own adr into consideration when trying to add more people. I was able to add two more to one by modifying the res- there was not a 6 person table available, but there was a 2 person slot and I already had one for 4. I'm going to guess that you weren't able to add two because they were booked.

Guest Services actually explained to me once that each restaurant has a capacity of how many people you can make a reservation for and if your number is one higher than that maximum, you won't be able to make the reservation either online or over the phone through the regular reservation system - you'd be given a number to call the restaurant directly.

For example, Tutto Italia will only take reservations for up to 9 people. With my brother and SIL's newest addition, we are now a party of 10 and had to call their group number to get a reservation at that restaurant. Perhaps the limit on Rose and Crown is 12 and that's why you weren't able to bump it up to 14? Regardless, I consider it a small miracle that they were able to accommodate all 14 of you! We've always had ADRs at restaurants on the water (La Hacienda, Spice Road Table, Rose & Crown) before sundown and it's hard when you are seated in the sun even inside, but it can't always be helped; especially with a party that size in such a small restaurant.

 

[Lisa F]

I'm sorry they were rude, I am sure that greatly affects your opinion. I would also not want to sit in the full sun in the Florida summer heat, I am surprised they don't have some sort of awning to shade that area and fans or something.

the way I read it is that to accommodate the additional 2 people they extended the table into an uncovered area. The OP wanted someone else (who showed up with the party size they reserved for) to have to deal with that inconvenience instead of them. I could be wrong though, have not been to R&C in YEARS (over a decade) and it was after dark.

 

[OrangeCountyCommuter]

Two years ago another family joined us for Christmas. They decided very late to do the trip - almost in October. Obviously they weren't able to get many of our ADRs, but managed to get a few of the same restaurants at similar times. Many of Disney's restaurants were very accommodating when they heard we were together.

We had a reservation for 12/31 at Rose and Crown. They had an ADR for Teppan Edo. We were afraid that we wouldn't be able to find them after dinner amid all the chaos. We crossed our fingers and called the ADR number. I swear if the CM could have laughed at the notion of making an ADR for R&C on two days before NYE, she would have. We tried one last night. We went to EPCOT that day and asked for a manager and explained our situation. We didn't expect them to do anything, but hoped for a little pixie dust. The manager, Mike, was awesome. He told the family he'd change our reservation from 4 to 8 and told the family to go ahead and cancel their Teppan Edo ADR. I was skeptical, of course. I was afraid that the family would let go of their ADR and Mike would be off on 12/31 and nowhere to be found. He assured us that he'd be working and to ask for him. He followed up with a warning that it would take longer to be seated, but that he'd accommodate us.

We went on 12/31 and got there about a half hour early. We asked for Mike and he came right out. He told the girl at the podium that our reservation for 4 was actually for 8 and that they'd accommodate us. We figured that the wait for a table would be long - so we grabbed a beer at the stand and the girls went to the bathroom. By the time we paid for the beer, our buzzer went off. The girls were still in line for the bathroom! They seated us and Mike came to see how we were doing.

That's one of those Disney pixie dust moments you never forget. A restaurant that's been booked solid for months found a way to seat us together.

I called Disney to thank them and to commend Mike for being so awesome. The woman from Guest Services did say that if you ever think you'll have more people - to always book for more people. It's pretty much impossible to add people on, but easy to call and subtract from the party.

I hear ya on the attitude, though. I'm happy to hear that they were able to accommodate your party, even if it wasn't the BEST situation. I agree, there's a way to deal with things. It's probably not what you wanna hear, but it's not always easy to accommodate everyone's demands. Sometimes you get really lucky, like our situation on 12/31; sometimes you get what you ask for but it's not perfect. I'd say to be happy they were able to take on the extra guests. It's tough to predict how busy the restaurant would be - maybe they were expecting another 2 parties that night or something...

The big difference.... You did not show up 30 minutes before your reservation. You gave them plenty of time to make it work.

 

[Jadyreen1282]

Sounds like you had a great visit! Cheers.

Kudos to Disney for accommodating your request in record time.

 

[nco91590]

I love that OP was annoyed at someone "rolling their eyes", yet has no problem putting a CM on blast by name who actually ended up accommodating their last minute request. A request, as others have mentioned, has an impact on just about every single seating and reservation thereafter.

Sigh...I swear everyone should work in a restaurants just once in their lives.

 

[_auroraborealis_]

I'm not saying that CMs shouldn't buck up and smile sweetly (welcome to the service industry), but I'm guessing that OP was roughly the 6th "oh, we have extras can you seat us anyway?" that day, and every last one of these groups had an occasion that they were celebrating, ranging from birthday to anniversary to the sacred festival of the holy bunion.

And then OP had the chutzpah to ask that management inconvenience people who had played by the rules booking, because OP's group didn't like their table?

...I'm betting several entrees were spit in somewhere between the kitchen and the table. Disney or no Disney, the service industry can be harsh to people who behave in certain ways.

 

[Lisa F]

I'm not saying that CMs shouldn't buck up and smile sweetly (welcome to the service industry), but I'm guessing that OP was roughly the 6th "oh, we have extras can you seat us anyway?" that day, and every last one of these groups had an occasion that they were celebrating, ranging from birthday to anniversary to the sacred festival of the holy bunion.

And then OP had the chutzpah to ask that management inconvenience people who had played by the rules booking, because OP's group didn't like their table?

...I'm betting several entrees were spit in somewhere between the kitchen and the table. Disney or no Disney, the service industry can be harsh to people who behave in certain ways.

Yes, that's what you need to do when you work with the people and especially if you are employed by the mouse to work with the people.

That said, I work with the people and sometimes the people can act like entitled jerks and CMs are human. No they should not have rolled their eyes but I doubt it was really in regard just to the birthday... that would be super obnoxious! But I'm guessing it was more that it felt like they were assuming that the birthday situation should get them special consideration for their request. I wasn't there, I don't know, it wasn't right... but just saying I do have a bit of sympathy for the CM. Sometimes my eyes have a mind of their own too.

 

[jmcdonnell04]

Thank you Webmaster Jackie for the explanation about the size of the group may limit what restaurants are available for booking.
I will take the heat from your opinions. I don't think that adding 2 chairs is that big a deal when already having ADR for 12.
I would never make an ADR for 18 and then show up with 14. This would truly take away a table from another guest.

We had a wonderful trip with wonderful meals and many pixie dust moments for my entire family including a last trip with my mother. I am hesitant to share my wonderful experiences because then other guests will be disappointed if these magical happenings do not materialize for them. I always stop by Guest Services to commend the cast members who make our trip so special.

Guest Services actually explained to me once that each restaurant has a capacity of how many people you can make a reservation for and if your number is one higher than that maximum, you won't be able to make the reservation either online or over the phone through the regular reservation system - you'd be given a number to call the restaurant directly.

For example, Tutto Italia will only take reservations for up to 9 people. With my brother and SIL's newest addition, we are now a party of 10 and had to call their group number to get a reservation at that restaurant. Perhaps the limit on Rose and Crown is 12 and that's why you weren't able to bump it up to 14? Regardless, I consider it a small miracle that they were able to accommodate all 14 of you! We've always had ADRs at restaurants on the water (La Hacienda, Spice Road Table, Rose & Crown) before sundown and it's hard when you are seated in the sun even inside, but it can't always be helped; especially with a party that size in such a small restaurant.

 

[_auroraborealis_]

I don't think that adding 2 chairs is that big a deal when already having ADR for 12.

But it can be.

Things you don't know:

1. Fire code capacity of the establishment.
2. If there are other parties who showed up oversized before yours.
3. What size parties were expected in the next hour.

There are rules around capacity, and like it or not, they even apply when people bring infants ("but they don't need a seat/aren't eating!"). There are many moving parts. The GM of the restaurant is responsible for making sure the restaurant complies with rules, both Disney and rules for the state of Florida governing dining establishments.

 

[jmcdonnell04]

I am blown away by the responses. I thought I was sending a warning to avoid these rude cast members. The first disappointing CM post I have ever made in 40+ trips. Please go ahead and continue to frequent the Rose & Crown. My usual table of 4 will be open for many years.

 

[GC&S]

I guess I am with those that thought you had a seating success. Three times during our recent trip we heard people asking to add more people to their party prior to their seating. Three times families were told they could not add any more to their party.

A few years ago DH and I had ADRs at Liberty Town Tavern. A very pushy woman wanted to add 3 people to her party. She was told she would have to wait probably at least 1/2 hr to 45 minutes. She was livid and continued to push. Guess whose table they took to accommodate her? Guess which party had to wait another 1/2 hour. That would be us. We were actually on our way to table when they changed it. We weren't as livid as she was but we voiced our opinion. We did get our dinner at no charge but it really soured us to how we got pushed out just because someone wanted to add more people.

So it's not just adding two people to your ADR. It's probably changing someone else's plan. I think R&C did a great job with your party.

 

[jmcdonnell04]

I understand that I was making a change and I would have been willing to wait, been denied, broken up tables etc. It was how the message was delivered that irked me. You had to be there is all I can say. I am not pushy or entitled or would even consider taking a table from someone else or break the fire code. I guess no one makes changes to their ADR either by subtracting one due to sickness or running into a friend at the park. An ADR for 4 is one table so adding 3 people is taking a second table. Having an ADR for 12 is having 3-4 tables already and putting an extra chair on either side or at the end in my opinion.

 

[bumbershoot]

One person's eye roll is another person's *thinking hard*. Or something flew into their eye. Or they had a sudden thought about something else and reacted physically to it. Or the bright sunshine hit them suddenly. I would never take a facial expresion from a stranger as an absolute. Unless you know the person and know what they are thinking by their faces, I would just chalk it up to something else going on. My son does what looks like an eye roll when he's thinking very hard, and when he's working out what to do. Thank goodness his dance teachers all realize this and don't take it personally.

But even if it was an eye roll, it happened after your party of 12 turned into 14 and you mentioned a birthday? mmmhmm.

You weren't asking for a free meal.

Some people are doing *just that* when they mention a birthday. Or they are asking for special dispensation.

I don't think that adding 2 chairs is that big a deal when already having ADR for 12.

But it is. They might be using an 8 and a 4 top. To add means adding a 2 top table or even a 4 top, which is taking away space for 2 people.

I would never make an ADR for 18 and then show up with 14. This would truly take away a table from another guest.

Both of them can take away a table. The difference is that 12-14 literally takes space away, physical space, from someone right there. 14-12 GIVES space once you're there. A 2 person walkup can now get in.

I thought I was sending a warning to avoid these rude cast members.

Your perception of eye-rolling aside, they accommodated you. A difficult request, and all you did was complain about it. If you go to a place with outdoor seating in the summer in Florida, YES, it's going to be uncomfortable. Either for you or someone else. You could have let the younger, more flexible, generation deal with the heat. You chose to sit there.

Still not sure why you couldn't order an entree? If it was hot enough while sitting in the sun to take away your appetite I don't know how you had an appetite while walking to the restaurant in the sunshine.

 

[Megara5115]

I love that OP was annoyed at someone "rolling their eyes", yet has no problem putting a CM on blast by name who actually ended up accommodating their last minute request. A request, as others have mentioned, has an impact on just about every single seating and reservation thereafter.

Sigh...I swear everyone should work in a restaurants just once in their lives.

Seriously! I have never worked in a restaurant but I can only imagine how frustrated JANET (all caps, of course) must have been to go out of her way to accommodate someone, only to have them still complain. It's almost unfortunate they were accommodated at all of those other places because apparently it gave them a sense of undeserved entitlement.

 

[jmcdonnell04]

Nothing but excellent service by accommodating my ADR for 12 to 14 by:
BONNIE at Be Our Guest
SARAH at Liberty Tree Tavern
MEMORY at 50's Prime Time Café
DAVID at Raglan Road
ASA at Teppan Edo
We will continue to frequent these restaurants and skip Rose & Crown.

 

[addiln]

You should be happy that you got what you did with this. You added 2 extra people where as I have been turned away before as a walk-up with 2 people. Also you may have taken up peoples time who were a party of 2 or 4 since they had to accommodate you at all the restaurants you ate at. When you eat outside you may have the sun in your eyes which has happened to me many times. Thankfully I have always been able to order my entree with that darn sun out. I don't understand how that should have any effect on you ordering or not? Good job JANET for getting them a table and all seated.

 

[JimmyV]

An ADR for 4 is one table so adding 3 people is taking a second table. Having an ADR for 12 is having 3-4 tables already and putting an extra chair on either side or at the end in my opinion.

Here is where your math goes down the drain. You readily concede that going from 4 people to 7 people requires adding a second table, and you also concede that this could be problematic. But then you say that 12 people is "3-4" tables. Well...which is it? Is it three that requires the addition of a fourth table? If so, then this requires adding an additional table, which in your (correct) assessment, could be problematic. Yet you choose to wish it away as if it were nothing. So can you explain why adding on an extra table to go from 4 to 7 is a bad thing, but adding an extra table to go from 12 people to 14 is not? Is there some sort of "new math" that we are all missing? In both cases you have taken a table out of service that could have been used by other guests.

By the way...how do you know that the addition of two extra people caused you to sit in the sun? My strong suspicion is that even if you had stuck to the plan and dined as a party of 12, you would have been seated in that exact same location. The odds of your party of 12 being placed in an entirely different spot seems pretty remote.

 

[jmcdonnell04]

Here is where your math goes down the drain. You readily concede that going from 4 people to 7 people requires adding a second table, and you also concede that this could be problematic. But then you say that 12 people is "3-4" tables. Well...which is it? Is it three that requires the addition of a fourth table? If so, then this requires adding an additional table, which in your (correct) assessment, could be problematic. Yet you choose to wish it away as if it were nothing. So can you explain why adding on an extra table to go from 4 to 7 is a bad thing, but adding an extra table to go from 12 people to 14 is not? Is there some sort of "new math" that we are all missing? In both cases you have taken a table out of service that could have been used by other guests.

By the way...how do you know that the addition of two extra people caused you to sit in the sun? My strong suspicion is that even if you had stuck to the plan and dined as a party of 12, you would have been seated in that exact same location. The odds of your party of 12 being placed in an entirely different spot seems pretty remote.

Jimmy V - I agree with you that I wound up exactly where I would have as a party of 12. Ergo, they added a chair at each end which resulted in No Extra Table proving my math correct. I also called their bluff when they claimed to have a table for 12 inside. I said fine please move my family inside and I would cut two people out. Suddenly, that table was gone and only the sunny table was available.