Sad thoughts from good DVCer

[mndisfam]

I feel sorry that WDWzues is so unhappy with her job. We love DVC and WDW.

But - I have read all these posts and it really does work both ways. I don't think, sometimes, CMs realize they effect they have on people. And, I am mostly talking about front desk staff.

The CMs we dealt with at OKW were cheerful, friendly and excited to have us check in(even if they were pretending!). We really felt welcomed and part of the magical Disney experience. It was our first time there and that cheerful check in really set the tone for our trip. We are not people who make many requests - just non-smoking for asthmatic son - so maybe we are "easy" to deal with.

The check in at SSR couldn't have been more different. It was our first trip home after buying DVC - SSR is our home property. We were so excited - every night the week b4 we left - we would toast each other at dinner with a "welcome home" count down. My kids kept saying it - on the plane, on the van, etc.

We were the only people in the cavernous check in - had to wait a few minutes while the CM did paper work. She didn't look up at us at all. She then proceeded to check us in without a smile - a welcome home - or any comments. Just "Name please?" Seemed to take forever also. Didn't offer up one bit on info about the resort - the bus - where our condo was located - pool hours - where the Artist Palette was. You get more info on check in at the local Residence Inn. We had to ask for a resort map and inquire very specifically about what to do with our luggage. (room not ready - we were early.)

My kids were really waiting - all ears - for that first "welcome home." I know its silly, but they are still young. I usually don't speak up but I very nicely said - "Its our first trip home - how about a 'welcome home' for the kids?" She just looked at me and shrugged her shoulders, and said nothing. The cab driver - who had come inside for something I don't remember laughed at her and said "I'll say welcome home kids."

Did it wreck our trip - our day - anything? NO - but it really stood out in sharp contrast to the friendly greetings at OKW. Made SSR seem even emptier and barer than it really it (cause of all the new construction and work.) I have never forgotten our first welcome at a resort I really like - very cold and unfriendly. We didn't let it set the tone - but don't put people in the the front desk job that can't at least offer up a resort map and directions to your room! Or a smile.

Front desk CMs need to realize they really do make an important first impression. Most people fully know that things can go wrong - and like another poster said - any time I check in its a crap shoot. But any room is fine with us - and a friendly attitude can go such a long way. We are just happy to be there, and want to see happy people check us in.

I know she may have had a hard day - but when you work at Disney, you take a job that means there are days when you might have to pretend to be cheerful. All I can say, is that I really hope that woman is not at the front desk any more. My little kids still talk about her!

 

[Kadorto]

Nice post mndisfam...However...I'm sorry to say that you're now on the Naughty List

 

[KNWVIKING]

I wonder if wdwzues used to work for Santa before Disney ?

 

[Deemarch]

We got "Welcomed Home" ad nauseum!! Chester, who always seemed to be at the front gate, never forgot!!

 

[CRSNDSNY]

I wonder if wdwzues used to work for Santa before Disney ?

Why, did you get coal in your stocking this year?

 

[jordansdad]

I am sorry to hear about your bad experience. There is absolutely NO excuse for a cast member to act in such and indifferent manner to anyone ever. I sincerely hope that DSSR's training mgr sees this post and training is provided from it.

 

[jctwizzer]

don't tell us; tell Disney; specifically SSR....and since you evidently didn't make an issue of it, I wouldn't put you in the "naughtly" category!!

 

[mndisfam]

jctwizzer - we didn't complain to SSR bcs, in the long run, it really didn't effect us much. And - we aren't complainers - - and it wasn't a big deal - and our kids were there - and we are trying to teach them to complain and stand up for yourself when it really matters (like if they lost our ressies, etc. ). BLAh blah.

We are always so happy to be there, we try to maintain a positive attitude.

I only mentioned it in ref to WDWzues, or whatever the name is. She seemed pretty bitter. And at first you think - maybe our CM had a bad day? (GEE maybe it was wdwzues!!!) Maybe she's right and DVCers are normally mean people and my hubby and I are cheerful laid back types - at least at WDW. (Actually were not - were both type A lawyers who like to take the kids on vacations.)

But then I got angry at the way we were treated. What I didn't mention was that our trip down there was a celebration of me getting over major scary surgery. As soon as I recovered, my 8 yr old son got a lung disease they couldn't get a handle on - he was taken by ambulance to hospital for not breathing - the steroids gave him what they thought were mini strokes and migraines and ulcers. We were so close to cancelling bcs he had been so ill for 3 months (missed 27 days of 3rd grade - he had always been a strong active boy!).) . In the midst of that, we find out my 5 yr old daughter is facing 2 surgeries for completely unrelated things this spring/winter.

I don't mention it to bore people with our problems - every one has issues and you keep them to yourselves. (wish I knew how to stick the violin icon in here!) Thats the point - if a front desk CM is unhappy, they might have to pretend things are OK - God only knows why people are traveling to WDW - they are just looking for cheerful faces & happy times.

Then WDWzues gets on and such negative things about us - I really was reminded of the cold check in we got, and how despite that - we remained cheerful and pleasant and didn't complain. And it makes me sad to think others feel like her, and we are so happy to be there!!

It just made me think there are 2 sides to this coin - and aren't we paying their salaries?

 

[mndisfam]

But you know what? You guys are right - I should complain - if only to make my home resort better? And I can be a BAD Dvcer.

Who do I complain to? (in a nice way of course HAHA!!)

 

[jordansdad]

mndisfam,

Your post has been forwarded to the training manager of DSSR. I know he will take it very seriously. Rest assured that concerns such as this would NEVER put you on a "naughty guest" list (if one truely existed).

 

[CRSNDSNY]

But you know what? You guys are right - I should complain - if only to make my home resort better? And I can be a BAD Dvcer.

Who do I complain to? (in a nice way of course HAHA!!)

We had a bad check-in experience last May at SSR. To make a long story short, the Manager training the CM was really rude and mean to her right in front of us - berating her and making her look like an idiot. It was really uncomfortable to witness. There was no happiness or welcoming at that front desk! I didn't formally complain about it but when I got the survey postcard regarding our visit in the mail I was very clear about our experience at that check-in desk. I hope that opened someone's eyes. We had a much better experience checking in a few weeks ago.

 

[spiceycat]

OKW when it first opened got alot of the really good employees from across WDW.

Even after all these years - this still shows.

that doesn't mean that oKW can't have problems. It does. but a welcome home is always there - at the security booth, bell services, and front desk.

I am so sorry you had such a bad welcome home to your home resort.

I hope you and your family gets through all the surgery and everyone will again be fine!!!

have you made a complete recovery

to get the icons you - just click on them - they will appear in your post


pixie dust for you and your family

hope everyone gets well!!!

 

[SimbaNoodle]

We have always had friendly checkins. On our first trip, my DD would groan after every Welcome Home at the guard shack. I will admit that I am disappointed when I don't hear it, but it wouldn't mess up my trip.

mndisfam, I am sorry that you had a bad experience. There is no excuse for that type of behavior, especially when children get disappointed.

 

[Deesknee]

mndisfam, hope your entire family are again well, and stay that way for many disney vacations together.

Sorry to hear of your unpersonable cm.

My kids got to the point they would play down the "welcome homes", then we stayed at POR last summer. One of them was quick to mention about NOT getting a welcome home. Goes to show absence make the heart grow fonder.

 

[crcormier]

Nice post mndisfam...However...I'm sorry to say that you're now on the Naughty List

Most CMs I've encountered seem to realize it. Even the one this summer that was getting killed by allergies. Poor guy was sweating up a storm, completely miserable, but still friendly and considerate!

Of course, just hearing "Welcome Home" is about all I need for a good experience.

 

[tjkraz]

I am sorry to hear about your bad experience. There is absolutely NO excuse for a cast member to act in such and indifferent manner to anyone ever.

Don't let Bongo hear you say that...you'll get chapter and verse on the POS. No smiles promised!!!! Indifference guarantee not included!!!

Seriously, it's nice to see that some are able to leap beyond the letter of the law.

 

[SueOKW]

Good for that taxi driver!

 

[DisneySpence]

Sorry to hear about your experiance hopefully the next one will be better. Regarding the welcome home it is great to hear the first day but after that our family gets tired of hearing it it gets old really fast on us. We are on vacation not at home LOL but hey it is nice to know they are doing their job even though we have asked them not to say it after a couple days we nicely ask them to skip that part they usually laugh about it.

 

[Pinnie]

I am sorry, too, to read about the check in experience at SSR. I will admit we had a less than stellar check in experience last July at SSR but we chalked it up to opening jitters and new CMs. I would hope by now the kinks have been worked out.

DH and I are heading "home" to the BCVs over Easter. Truthfully, we haven't ever had a bad experience with CMs there at all. WL is another story, however!!!!

pinnie

 

[Alexander]

I would like to believe that for every "bad" experience, check-in or otherwise, that there are 100 wonderful ones. I'm sorry for your not so magical welcome. We have always had wonderful check-in experiences. We had one CM at VWL who was wonderful beyond words. She was so upset that she couldn't get us in for the flag family during our stay.

Hopefully, when someone has a bad experience they do report it in a diplomatic manner. I'm sure Disney does receive its share of obnoxious complaints from people looking for a hand-out.

As a teacher, I always look to start a conversation with a parent by saying something good about their child. Then I work into the problem I am calling about. It really does make a difference!