Terrible New Reservation Policy at California Grill

[Park Hopper]

While making a dinner reservation yesterday afternoon for the California Grill, I was told by the WDW-DINE cast member that my reservation needed to be guaranteed by a credit card. She told me that if I cancelled the reservation less than 24 hours from the appointed time, my card would be charged $20.

A long and heated discussion followed with a supervisor, who was perhaps the rudest CM I've ever spoken to. She tersely explained that the new policy is designed to prevent guests from double- and triple-booking reservations at the more popular restaurants. I certainly understand the problem, but people who double-book reservations are a fact of life in the restaurant business and certainly not unique to Disney. There's no other restaurant in Orlando that I know of -- not even wildly popular and tourist-centered Emeril's -- that has such a restrictive reservation policy.

DW and I love the California Grill and eat there fairly often, but I don't love it enough to allow Disney to charge me if I have to cancel a reservation if something unforeseen happens.

 

[michaelwilliammidd]

This is the same policy they use to have for any TS ressie during a holiday but, I think they have since changed it. We had to cancel a holiday ressie once and had to pay up....I don't agree with it because, they will still fill that reservation with a walk up or call in and keep your $20 as well.

 

[Lewisc]

Disney demands full pre-payment at the time of your reservation for CP packages, dinner shows, CRT and the Fantasmic dinner package. AFAIK some of the offsite dinner shows also require pre-payment at the time you make your reservation.

Rude guests who don't cancel their reservations make the new policy necessary. All they ask is you cancel 24 hours in advance. I'd be shocked if an excuse like a guest had to go to the hospital doesn't secure a refund. Overbooking can result in guests having to wait for an open table. Not overbooking enough means there are empty tables. A $20 per person deposit also discourages the groups that just want to order a few appetizers and then tie up a table for hours waiting for Wishes.

While making a dinner reservation yesterday afternoon for the California Grill, I was told by the WDW-DINE cast member that my reservation needed to be guaranteed by a credit card. She told me that if I cancelled the reservation less than 24 hours from the appointed time, my card would be charged $20.

A long and heated discussion followed with a supervisor, who was perhaps the rudest CM I've ever spoken to. She tersely explained that the new policy is designed to prevent guests from double- and triple-booking reservations at the more popular restaurants. I certainly understand the problem, but people who double-book reservations are a fact of life in the restaurant business and certainly not unique to Disney. There's no other restaurant in Orlando that I know of -- not even wildly popular and tourist-centered Emeril's -- that has such a restrictive reservation policy.

DW and I love the California Grill and eat there fairly often, but I don't love it enough to allow Disney to charge me if I have to cancel a reservation if something unforeseen happens.

 

[snowbunny]

She tersely explained that the new policy is designed to prevent guests from double- and triple-booking reservations at the more popular restaurants. I certainly understand the problem, but people who double-book reservations are a fact of life in the restaurant business and certainly not unique to Disney.

That's true, but at some other fine non-Disney restaurants, a credit card also is required to hold a reservation. Personally I don't have a problem with this policy. What's annoying is not being able to get an ADR because people who refuse to plan have double booked.

 

[boomhauer]

Hoop Dee Doo is like this.

True, it's somewhat frustrating, but I don't see a problem with it. Unfortunately, this is no different than the old AP Discount on rooms policy. People would book more than 1 room to keep their options open, cancel one (or just not show up), then Disney and another guest, would be out a room.

 

[sotoalf]

I don't have a problem with the new policy.

 

[Tigger_Magic]

Rude guests who don't cancel their reservations make the new policy necessary. All they ask is you cancel 24 hours in advance. I'd be shocked if an excuse like a guest had to go to the hospital doesn't secure a refund. Overbooking can result in guests having to wait for an open table. Not overbooking enough means there are empty tables. A $20 per person deposit also discourages the groups that just want to order a few appetizers and then tie up a table for hours waiting for Wishes.

Very good points. I have no problem with Disney instituting a deposit for any of their nicer restaurants, especially if it helps end the practice of people double or even triple booking ADRs. There's really no justifiable reason for that.

 

[Ilovestitch]

What does it matter if you plan on showing up?

 

[jarestel]

It's probably reasonable to do this at the more popular restaurants. I imagine most people don't show up for their ADRs simply because they're tired after a day in the parks or they decide to dine elsewhere. Genuine emergencies are, in all likelihood, a very small percentage of the reasons for cancelling. The deposit is a good way of motivating the tired or indecisive people to make it to the restaurant they made an ADR at.

 

[LiteBrite]

Disney demands full pre-payment at the time of your reservation for CP packages, dinner shows, CRT and the Fantasmic dinner package.

I believe the FDP only requires a CC number as a guarantee, not pre-payment (in other words, they take your CC number down, but they only charge it if you don't cancel and don't show up).

 

[lillygator]

I am all for this new policy. CG has had many issues in the past - we dine here frequently going Thursday too!! can't wait, and this new policy will be great in keeping out people who don't intend to keep reservations.

 

[Belle5]

I see no problem with this policy. When a restaurant is as popular as CG they can make sure that folks are really committed to dining there by using a credit card hold. If I am willing to commit to the restaurant with my card good for me. If you are not committed enough to put your card down--others who will make sure of their effort to be there will get the spot. I think it will cut down on the reservation CM telling us a restaurant is booked if only the serious patrons have been given ADR's.

 

[tinkamom]

Sometimes things happen and you can't make a reservation even if you were really looking forward to it. This happed to me twice at Ohanna. The first time my daughter had a 104 fever and we needed to cancel. The next trip I was really looking forward to finally getting to ohanna and then I got sick! I'm crossing my fingers for my upcoming trip! We are also dining at CG and I'm not thrilled about the new policy but I'm willing to gamble that nobody gets sick and check everyone over 24 hours in advance just in case!

 

[dr2004]

I would think if a medical emergency or god forbid worse happens the $20 would be refunded. I think in a place like WDW they do get burned enough that they are going towards this. I myself have cancelled at the last minute just because I was exhausted by dinner time, had a turkey leg for lunch or just didn't feel like leaving where I was to go eat.

 

[Peter Pirate]

The only problem I see with this is the 24 hour rule...This is a bit extreme, IMO, as things do come up within a 24 hour period that couldn't be anticipated.

 

[bicker]

Consider it a shared risk, in that case. With an experience that is in such high demand, that's a reasonable policy.

 

[Lewisc]

The only problem I see with this is the 24 hour rule...This is a bit extreme, IMO, as things do come up within a 24 hour period that couldn't be anticipated.

The 24 hour rule gives them chance to rebook your reservation without having to count on walk ups.

I'd be surprised if Disney wouldn't work with you for verifiable medical emergencies.

Other than medical what would come up? Wanting to spend more time in a park? You decide to use one of your other ADRs?

If your plans are so tentative you aren't willing to commit 24 hours in advance than you really don't have any business making a reservation. Reservations are for guests who want to eat in a particular restaurant at a particular time. Actually most of the Disney restaurants are able, with overbooking and walk ups, to accommodate guests with tentative plans and chose not to use their reservations. Disney seems more than reasonable.

 

[Tigger_Magic]

Other than medical what would come up? Wanting to spend more time in a park? You decide to use one of your other ADRs?

If your plans are so tentative you aren't willing to commit 24 hours in advance than you really don't have any business making a reservation. Reservations are for guests who want to eat in a particular restaurant at a particular time. Actually most of the Disney restaurants are able, with overbooking and walk ups, to accommodate guests with tentative plans and chose not to use their reservations. Disney seems more than reasonable.

Well said! It appears that Disney is beginning to listen to the complaints from guests and maybe even doing some research in their own systems on reservations vs. no-shows. I would like to see this expanded to other popular restaurants, such as Le Cellier, Yachtsman, LTT, Brown Derby, etc. It is a reasonable way to handle a growing problem that impacts not only Disney but also their guests.

 

[bicker]

Le Cellier really needs this.

 

[snowbunny]

What does it matter if you plan on showing up?

Exactly!

And if you have a real emergency (sickness or had to cut your trip short), as opposed to just being too tired to leave your resort to get over to the Contemporary because you weren't really sure you wanted to go in the first place, with a minimal amount of documentation you could make the case for a refund of the $20.