Share your experiences about above-and-beyond service at DLR!

[tomato]

We were reminiscing about this experience from our first trip to DLR in 2008. I thought I'd like to share it here and maybe others have outstanding experiences that they would also like to share!

We had stayed at the DLR because we wanted to make our first trip extra special. Unfortunately our return flight time was very early in the morning, and the shuttle driver insisted on us leaving the hotel at 3 AM. (Ugh!)

DH and I had taken off our wedding rings and put them on the bedside table with our car keys. In our rush (and sleeplessness) to get out of the hotel at 3 AM, we left our wedding rings and car keys behind!

We didn't realize it until we were heading towards our connecting flight. It was still only 7 in the morning, California time, but we called back to the DLH and explained what happened. We were told the cleaning staff would not have even entered the room yet, and even the concierge was not even in yet, but a message would be left for her.

We boarded our flights not having any idea if our rings (and keys) were lost forever.

By the time we got home that afternoon, we had a message on our machine telling us that the rings and keys had been found. We called the hotel back to make arrangements to have them shipped out to us at our cost. Instead what happened was the DLR had already made arrangements to have them couriered to us, AT THEIR COST, and we had them within hours.

We thought for sure our rings would be lost forever, but Disney Magic never let us down. We were pretty impressed by that!

***********************

Another fun story . . . during our 2010 trip, I injured my knee on the first night there and ended up using an ECV for the trip. I didn't want any extra or special treatment because of the ECV, but no matter what I did, it seemed like I couldn't avoid it. The CM's everywhere were going out of their way to help me and accommodate me.

In DCA, we entered the Wilderness Explorer Camp and just toured all the way around the perimeter. Our kids are too old to participate in the "camp activities" with Russell, which made me sad because Russell is one of my favorite characters. I asked the CM at the entrance if it's possible to get photos with Russell, and as I understood it, the only way was being in the camp. I thanked him and we moved on.

By the time we made it around and were headed back out again, that same CM came running after me as I rolled my way out and down through DCA again. He urged me to come back, because he had something for me.

He told me, "After I talked to you, I went to speak to Russell and told him we had a very special Wilderness Explorer who would like to meet him, and he said I should bring you to him." He then brought us all up the back way and into a private little area where we got to have a meet-n-greet with Russell and do some family photos.

I was so tickled and embarrassed all at the same time. I didn't want to be quite so conspicuous as a "very special Wilderness Explorer," but at the same time, I was heady with the special Disney magic that was going on ....! My kids (who were teens at the time) never let me forget how "special" I am, LOL! (BTW, that family photo with Russell became our Christmas card photo, haha!)

Try as I might to avoid getting special treatment on the ECV, I couldn't help it. It kept coming to me for that whole trip. I was so embarrassed, but it sure made for some special memories!

******************

Anyone else have stories about amazing or special service at DLR?

 

[jammyjam25]

I had a great experience during my October 2015 trip!

My BFF and I were attending a Halloween Party and decided to stop for a snack. We had planned to try the seasonal cake at French Market and literally as we walked up to the door a very apologetic cast member was there closing the door and told us they were closing. It was only 8pm so we weren’t expecting them to close and we were a little bummed but we said no problem, we’ll come back and try the cake tomorrow. As we were walking away the CM (Matt) asked, “The cake is the only thing you’re wanting?” We said yes and he told us to hold on. A few minutes later Matt came back and had a slice of cake in each hand for us. He handed over the cake and then refused to let us pay for it! It was a very sweet gesture that Matt absolutely didn’t have to do. We thanked him profusely then sat down and enjoyed our cake. It was rich, but super delicious, and we made sure to eat it all!

On our way out of the park we made sure to stop by City Hall and let them know what great service Matt had given us.

 

[kathy040690]

Once while waiting for a parade my little girl was getting a little impatient (she was 2) and a cast member seen her getting upset so she came over and played patty cake with her. Made her day

 

[Epek]

After blowing out of her 3rd outfit, I was rushing around Tomorrowland to find something for my 6month old to wear. Not a lot of baby choices in Tomorrowland! I asked a CM in Star Traders for help. She found me a Yoda onesie and asked me to hold on a minute. When she came back, she said it was ours, free of charge! Gotta love the Disney Magic.

 

[peterpanandwendy]

I have a similar story...

I lost my backpack in the park, I think while waiting for our lunch reservations at the blue bayou. I think I left it in the lobby. After lunch I realized I didn't have it, so went to lost and found and reported it missing. They had me write a description of it, and my phone number and address (I thought just for formality).

We left for home a few days later without ever finding the bag.

A few weeks later a UPS truck arrived at my house, with a package from Disneyland. They had found my bag and sent it home at their expense!!!

 

[ADLFAN]

While we were broiling in line at the Corndog Castle a sweet CM saw my heat exhaustion and handed me a glass of ice and said 'for your fan!'. I transfered the ice into my Disney spray fan and it worked so much better to refresh and cool!!

 

[peterpanandwendy]

*PS to the OP… thanks for starting this post Sometimes I get overwhelmed by the complaint posts, I like to see a happy post to remind me why Im considering shelling out $5000 for another trip.

 

[BriannaRuth]

A couple of years ago we got to pilot the Mark Twain. It was a great experience! Afterwards I looked everywhere for a Mark Twain pin to no avail. Finally I went in the GC in Frontierland and asked about one. I told the CM about the kids piloting the MT and told me she thought the only way to get one was buying a whole package of pins because the MT pin only came in a special edition pewter that was part of a "transportation" package. She had the package but it was like $50 for 4 pewter pins and I couldn't afford it. She made several calls, then came back and said that was the only way to get one. Then she opened the package, took at the MT pin, and gave it to me ... free! It's a beautiful, one of a kind pin and it's now my favorite -- not just because of how unique it it, but because every time I see it I am reminded of her kindness.

 

[BatBunny]

On our last trip (Sept. 2014) we were getting a Photopass photo on the bridge near Paradise Pier. Our photographer (I think his name was Chris, but not too sure) went out of his way to tell us where to find the best Photopass locations (including character inserts), times they're there and other little insider secrets to getting all we could out of our day. We met him again the next day in front of he castle and he remembered us. He did the same thing he did the day before and even got the chance to have a little talk with him. Of course all Photopass crew were great but Chris(?) really made us feel like we were old friends that trip.

 

[kathy040690]

I have another one.
Once while on astro blasters i lost my SHOE. not really sure how that happened but it did. When i got off the ride it was clear i was embarassed (who loses their shoe on that ride really) i talked to the man at the end and he got another guy to look for it. While i was waiting i had a cast member talking with me who assured me if they couldn't find it he would run to the closest store and grab me a pair of flip flops at no charge to me.
luckily they found my shoe and he gave me 3 fast passes to any ride i wanted for my trouble. I apologize to them for their troubles since it was my fault i lost my shoe in the first place LOL !!
After that we went over to peter pan to use one of the fast passes. The lady at the front of the line said dont use that on this ride save it for later and let us on right away !!
truly was a magical morning !!

might not seem like much to some but it really turned my morning around !!

 

[tomato]

I have another one.
Once while on astro blasters i lost my SHOE. not really sure how that happened but it did. When i got off the ride it was clear i was embarassed (who loses their shoe on that ride really) i talked to the man at the end and he got another guy to look for it. While i was waiting i had a cast member talking with me who assured me if they couldn't find it he would run to the closest store and grab me a pair of flip flops at no charge to me.
luckily they found my shoe and he gave me 3 fast passes to any ride i wanted for my trouble. I apologize to them for their troubles since it was my fault i lost my shoe in the first place LOL !!
After that we went over to peter pan to use one of the fast passes. The lady at the front of the line said dont use that on this ride save it for later and let us on right away !!
truly was a magical morning !!

might not seem like much to some but it really turned my morning around !!

I'm giggling at the idea of losing your shoe on that ride. That is EXACTLY something that would happen to me!! So glad it was a good outcome for you!

 

[tomato]

On our last trip (Sept. 2014) we were getting a Photopass photo on the bridge near Paradise Pier. Our photographer (I think his name was Chris, but not too sure) went out of his way to tell us where to find the best Photopass locations (including character inserts), times they're there and other little insider secrets to getting all we could out of our day. We met him again the next day in front of he castle and he remembered us. He did the same thing he did the day before and even got the chance to have a little talk with him. Of course all Photopass crew were great but Chris(?) really made us feel like we were old friends that trip.

We had a fabulous photographer on our very first trip in 2008. We encountered him once by Mark Twain and he took Magic Shots of our whole family with our son "fighting" Captain Hook. It was our first time experiencing Magic Shots. That photographer took so much time with us and we ended up with such great shots that an enlargement of one of them is still hanging in our family room, 8 years later.

A couple of days later, we encountered him again by Walt's statue in front of the castle. My son had bought himself a really hilarious Goofy hat, and the photographer stopped US and asked US if he could photograph our son. He put him in all kinds of fun poses and played around with the angles of him in the hat ... it was an amazing mini photo shoot. I wish I knew what that photog's name was because if he's still around, I would ask for him!

It's just so great to find CM's who really, truly adore their jobs, isn't it? And to peterpanandwendy, you are absolutely right ... it certainly makes the trips feel more "cost effective"!

PS... your username made me think of another little one ... The first parade we ever watched in 2008. I think I took 400 photos of the parade! When Peter Pan came through, he saw me with my camera he caught my eye and stopped and posed for me (from up on the float). When I was done with my shots he mouthed to me, "Was that okay? Is it good?" And then I shot a couple more. It was such an awesome photo -- he's looking right into the lens -- and then to remember that he cared enough to interact directly with an adult in the crowd ..." So cool!

 

[tomato]

A couple of years ago we got to pilot the Mark Twain. It was a great experience! Afterwards I looked everywhere for a Mark Twain pin to no avail. Finally I went in the GC in Frontierland and asked about one. I told the CM about the kids piloting the MT and told me she thought the only way to get one was buying a whole package of pins because the MT pin only came in a special edition pewter that was part of a "transportation" package. She had the package but it was like $50 for 4 pewter pins and I couldn't afford it. She made several calls, then came back and said that was the only way to get one. Then she opened the package, took at the MT pin, and gave it to me ... free! It's a beautiful, one of a kind pin and it's now my favorite -- not just because of how unique it it, but because every time I see it I am reminded of her kindness.

On our last trip we were looking specifically for Cogsworth items. (Our son had played Cogsworth in his high school musical that year.) We looked and looked and finally thought to ask at one of the stores. The CM went into the computer and did a specific search for us and showed us exactly what items were available and which stores they were at. (Unfortunately there wasn't more than a couple of things.) I know it's not much more than basic customer service but we were impressed!!

 

[lovebug33]

I have so many. When my girl was 18 months, she had never said a word. We walk up to dumbo, she points at it and yells, "Dumbo, mama." Cue hysterical tears. I e-mailed Disney to say how awesome this was and they asked if we had bought her a toy dumbo while there. I said, no, a one day trip, we didn't have toys in the budget. The lady said I'll send her a little something if that is okay. I was like sure, expecting a little beanie baby. Hubs goes outside one day and yells, what did you order now? It was the giantest box with a jumbo Dumbo pillow pet it it. She's 3 1/2 and still loves that thing.

Last trip we went to Rancho del Zocalo and the food for the kids was disgusting. I wanted my money back and I was told I'd have to go to City Hall. So, I went and explained how gross the food was and how we threw it away. The CM said, don't worry, I'll get you a gift card for the 10 bucks the meals cost. So she comes back with four gift cards and I'm like seriously, 2.50 on each? Seems a waste. Um, no, there was 20 bucks on each since she saw it was my girl's birthday and wanted us to eat somewhere we liked to celebrate it.

One last one. My girl has SPD and wanted to do the swings in CA. She can't because she is too small. So, she had a major meltdown. One where you can't move her, you just have to ride it out. In the middle of the walkway. A CM came and moved people around her until she calmed down enough we could move and cuddle elsewhere. He asked her what ride she likes. She said Mater. So he gave us four front of the line passes to Mater. Coupled with the fact they insisted on giving us baby swap, my kid got to ride that ride until her heart was content. And mommy and daddy wanted to puke!

 

[OneThree]

We convinced my parents to come with us in '04 not long after my son was born. My step-father loathes Disney. Actually I think he just dislikes crowds unless its a Civil War reenactment and then he'll stand in the heat for hours with other yahoos reliving the past.

Anyhow, DW and I got our tickets while my parents were getting theirs. Something went wrong with the charge and the CM could not get it to work despite her best efforts. Another CM, a supervisor I assume, saw the trouble and came over. He talked to my step-father for a few minutes, heard how he was from out of town and here to see his new grandson and boom the CM gave them free passes for the day.

 

[peterpanandwendy]

Lovebug33 - I had a similar experience with my daughter when we were last there and I was blown away by the respect I got from the cast members. She was 15 months and I was still nursing her and she started to melt down in the walk way in California Adventure, so I managed to grab her and tuck myself behind a wall against a doorway to privately nurse her to calm her down. A male cast member approached me and I was so mortified, and he must have seen how embarrassed I was… crying child, boob half out… and he smiled at me and made eye contact like I wasn't half undressed huddled against a wall, and very gently told me that some people where going to be using the door I was seated against, so he showed me another place I could go and then brought me a cold drink…

Honestly, I cried from his kindness and from how much respect he showed me.

 

[Iceman93]

Honestly, I cried from his kindness and from how much respect he showed me.

This is my favorite story from this wonderful thread full of amazing stories. It brought a tear to my eye as well.

 

[lovebug33]

We convinced my parents to come with us in '04 not long after my son was born. My step-father loathes Disney. Actually I think he just dislikes crowds unless its a Civil War reenactment and then he'll stand in the heat for hours with other yahoos reliving the past.

Anyhow, DW and I got our tickets while my parents were getting theirs. Something went wrong with the charge and the CM could not get it to work despite her best efforts. Another CM, a supervisor I assume, saw the trouble and came over. He talked to my step-father for a few minutes, heard how he was from out of town and here to see his new grandson and boom the CM gave them free passes for the day.

I'm dying. I have been to a Civil War reenactment. It was something special! I also ran into a man outside the holocaust museum in D.C. who couldn't go in because he had a knife for a reenactment and he wasn't willing to let them have it for a few hours so he could see the museum. I was waiting for a friend and learned a lot abut Civil War Reenactments.

 

[smartlabelprint]

I have so many. When my girl was 18 months, she had never said a word. We walk up to dumbo, she points at it and yells, "Dumbo, mama." Cue hysterical tears. I e-mailed Disney to say how awesome this was and they asked if we had bought her a toy dumbo while there. I said, no, a one day trip, we didn't have toys in the budget. The lady said I'll send her a little something if that is okay. I was like sure, expecting a little beanie baby. Hubs goes outside one day and yells, what did you order now? It was the giantest box with a jumbo Dumbo pillow pet it it. She's 3 1/2 and still loves that thing.

Last trip we went to Rancho del Zocalo and the food for the kids was disgusting. I wanted my money back and I was told I'd have to go to City Hall. So, I went and explained how gross the food was and how we threw it away. The CM said, don't worry, I'll get you a gift card for the 10 bucks the meals cost. So she comes back with four gift cards and I'm like seriously, 2.50 on each? Seems a waste. Um, no, there was 20 bucks on each since she saw it was my girl's birthday and wanted us to eat somewhere we liked to celebrate it.

One last one. My girl has SPD and wanted to do the swings in CA. She can't because she is too small. So, she had a major meltdown. One where you can't move her, you just have to ride it out. In the middle of the walkway. A CM came and moved people around her until she calmed down enough we could move and cuddle elsewhere. He asked her what ride she likes. She said Mater. So he gave us four front of the line passes to Mater. Coupled with the fact they insisted on giving us baby swap, my kid got to ride that ride until her heart was content. And mommy and daddy wanted to puke!

Ours has SPD too. Did you get the disability program?

 

[Aladora]

We had some amazing experiences with CMs over the course of our trips. I posted these a while ago in the disAbilities section and the last one still makes me tear up.

The first two were from a trip we took in April 2013 and the last one was from September 2013.

Our son is autistic so he has some issues when plans change. I made a mistake about what time DCA closed the night before we left and we arrived at TSMM just after they closed the line. We had told DS that we were going to ride it one last time this trip. He was really sad and he asked the CM if we could please be let on. There were still some people in line so the CM let us in and we were able to be the very last people to ride it that night. That CM made my son so happy!

The next day, we had a couple of hours in DL before our flight and DS picked Roger Rabbit as our very last ride for this trip. When we got there it was not running so we convinced DS that Gadget's Go Coaster was a great choice for our very last ride. The CM there told my son that we were really lucky because we were going to get to ride in the very last car which is best because it is the fastest one! When it was our time to ride, we were put in the 3rd car from the back and DS got upset. When we go back to the platform, the CM told us that since he had made a mistake and put us in the wrong car, that he had saved us the last car and we would get to ride it again right away. A small thing but it really made my son's day!


One of our days there we had tried to ride RSR but it was down so we went on a few other rides and asked a CM at one of the stores to call over to see if RSR was running again. It was so we raced over there but when we got there, the ride had gone down again. Our son got a bit upset but we managed to pull him back and we went to go ride Monsters Inc. Unfortunately, when we were the very next people to board, MI also went down. This was to much for the kiddo and he just lost it. The lovely CM tried to calm him down and gave us an anytime FP for that ride but by that point, with 3 disappointments in a row, he was beyond upset. My husband walked him to the exit and sat him down on a bench while I stayed back to apologize to the CM. I thanked her for trying but explained that he was autistic and there was nothing she could have done to help, that he just needed some quiet time to clam down and re-adjust his expectations. She was so sweet and asked us to sit a few minutes outside on the bench while they tried to fix the ride.

One of the other CMs came out and asked my son what his favourite Monsters Inc character was and then left, I thought he was maybe going to get a photo for him which I thought was amazing. The ride was fixed within 10 minutes and my son took the time to play a game and calm down. We were the first group back on MI and I was so happy.

Then, when we got off the ride, the second CM came up and asked us if we would like to go ride RSR right away. He then walked us all the way there and we were walked immediately on to the ride and my son was told he was the VIP of the ride.