Tipping for poor service

[TKH]

OP here, let me just further clarify a few things. I was sincerely hoping for this not to become a thread assessing whether or not we were getting our undies in a bundy over something minor. Quality of service is perceived, and that is why I chose not to list out each issue we had...I didn't want the controversy of determining whether a trouble was significant. I've read threads about people saying you should never reduce a tip, just don't go over the recommended if the service wasn't up to par and I wondered what most people would do. It's after the fact so I guess it doesn't matter anyway, and we are highly unlikely to experience poor service again...it's very rare on DCL! Just the place-setting/high-chair incident would likely not have phased me. Anyone can have a bad day! In the end, no more plates were broken and my husband walked in first to remove the place-setting and I put the baby in the high-chair while holding his legs to physically keep the server from grabbing them. It worked out. But my shellfish-allergic husband (allergy noted) being served shrimp (which he didn't order) twice? And the server asking if he'd be okay with that or if he needed his meal replaced? That is simply odd, they are trained better than that! My point is, it wasn't one issue...it was the whole 7 days and it was the other tables they were responsible for as well. Anyway, we've done DCL before and had an idea of what to expect, and we were disappointed with our servers. Simple enough, everyone is entitled to feel as they do. I appreciate your help in determining that we could have asked to be moved and a reduction in tip is okay if necessary. No need to re-hash it now, let's move on!

 

[Dicecatt]

OP here, let me just further clarify a few things. I was sincerely hoping for this not to become a thread assessing whether or not we were getting our undies in a bundy over something minor. Quality of service is perceived, and that is why I chose not to list out each issue we had...I didn't want the controversy of determining whether a trouble was significant. I've read threads about people saying you should never reduce a tip, just don't go over the recommended if the service wasn't up to par and I wondered what most people would do. It's after the fact so I guess it doesn't matter anyway, and we are highly unlikely to experience poor service again...it's very rare on DCL! Just the place-setting/high-chair incident would likely not have phased me. Anyone can have a bad day! In the end, no more plates were broken and my husband walked in first to remove the place-setting and I put the baby in the high-chair while holding his legs to physically keep the server from grabbing them. It worked out. But my shellfish-allergic husband (allergy noted) being served shrimp (which he didn't order) twice? And the server asking if he'd be okay with that or if he needed his meal replaced? That is simply odd, they are trained better than that! My point is, it wasn't one issue...it was the whole 7 days and it was the other tables they were responsible for as well. Anyway, we've done DCL before and had an idea of what to expect, and we were disappointed with our servers. Simple enough, everyone is entitled to feel as they do. I appreciate your help in determining that we could have asked to be moved and a reduction in tip is okay if necessary. No need to re-hash it now, let's move on!

I just wanted to say...you have a fantastic attitude!

 

[ibouncetoo]

I'm joining the Disney Dream next month to be a server and this is one thing that seriously scares me as i hate to think that i've spoiled someones trip.

Of course, when i've been on the ship a while and know 100% everything and can perform on my own then it will be cool, but it's getting through serving guests while learning.

Lee, if you are very, very lucky you will be assigned Simone from Italy as your head server! (ok, ok, there are several great head servers assigned to the Dream). Also the Food & Beverage officer, Daniel from the UK, is a great guy. You will be working with a great bunch of people. Here's who to look out for!



I can't remember, but one of them also started with Disney at Epcot!

 

[Dicecatt]

Lee, if you are very, very lucky you will be assigned Simone from Italy as your head server! (ok, ok, there are several great head servers assigned to the Dream). Also the Food & Beverage officer, Daniel from the UK, is a great guy. You will be working with a great bunch of people. Here's who to look out for!



I can't remember, but one of them also started with Disney at Epcot!

I love Simone!!!!

 

[denas]

So you are walking up to your table with your 2 or 3 kids in tow you can't simply move the silverware when you walk up? Isn't silverware usually on the table before you get there in every restaurant you've ever been to? Sorry, I just think it is snobby and over reaching to expect that.

Do you also reduce your tips when you go to a restaurant and they didn't read your mind beforehand and remove the silverware? My family and I have a ritual down that doesn't mattrer if we're in McDonalds or Mortons and that is to move the friggin silverware and anything else within reach of our 2 year old.

I think when you become to much of a pain to the underpaid staff that you become a target for whatever is in their nose.

Whenever I walk into a restaurant, and the table is set, and they hostess escorting us to the table sees that we have 5 people (one infant) and the table is set for 6, they start removing the extra utensils, plates, glasses, etc. My point is that if the Macaroni Grill (where I ate last night) can figure this out and my bill for the five of us came to $45 dollars and the waiter received a $9 tip, then I would expect for the price I am paying on Disney to at least get the same service I do at Applebees.

The reason you get the same waiter every night is advertised specifically so that they can remember your likes/dislikes. So, that is precisely what they are there for and what I have experienced on every cruise I have ever been on (even super cheap cruises on Carnival). If it is too difficult to remember this, then perhaps the servers need to look for something else to do. I don't care if they remember that I like lemon with my water and my husband doesn't (although by night 2 they usually do), but I would care if they knew I had an infant because they had already set up the high chair for said infant, and they left a full place setting including a knife in front of the high chair. If you are carrying an infant, and moving two other kids to the table, with what free hand do I have to remove the silver ware/plates/glasses and where am I supposed to put it??? I eat out so I don't have to set my own table or clear it.

Anyway, my expectation would be that the table would be set for my party which seems to me that this is part of the servers job (ie if it is a party of 8 and the table didn't include 8 place seettings that would be a problem too). If after the first night this wasn't corrected, I would most certainly lower the tip amount. I usually start with the recommended amount and add to it if I feel like someone goes above the standard expectations but wouldn't hesitate to lower it if the waiter couldn't even get the table set to accomodate my party.

 

[orlandothebeagle]

To each their own. As I stated...I would NOT want the server dictating where I sat. If my table mates beat me, fine but I don't wanna be told where to sit if I get there early. I will choose my own seat. As I said, just my 2¢.

I agree 100%

 

[Page4]

On my one and only DCL cruise the waitstaff made our cruise very memorable with some special touches. On one occasion when my daughter fell asleep, they made a small bed out of two chairs and covered her up. My wife looked at me and pointed up. I knew that meant the tip was going to be well over the suggested amount, and I agreed.

There were some mix ups where they put the drinks with the wrong person that we just switched when they left and things like that. I know that this isn't typical fine dining. It is kind of like Vegas style as a pp mentioned.

With all of that being said, I wouldn't make any excuses for "bad" service because they are "overworked". If they are overworked and it affects me then I have a problem with DCL. They charge for a premium product and that's what I expect (and get 99.9% of the time). If it requires more employees then it's on them to make it right.

Let me just add that I thought every cast member I ran into was awesome, from the people vacuuming to the kids club staff.

 

[cmash95]

not only would the serving staff get smaller tips, but they would be singled out on the comment card, and I would write a very detailed letter to DCL as well. Those kinds of things are noted and if bad enough, staff have been let go because of too many complaints. Because of the new ships, DCL is hiring lots of people and not all of them make the grade. We sailed on the wonder this summer and I was surprised at how many were earning their ears. Many more than on previous cruises.
I give staff the benefit of the doubt the first couple of days, but after that, they should know your preferences hands down. On our last cruise, the assistant server asked for our drink order every night and my kids drink orfer never changed, I know it seems petty, but it was annoying to them that he didn't remember from night to night.

 

[TDC Nala]

Depends on how terrible the service was. Will adjust the tip downward in proportion.

If it was that bad I think I would also make note of it to DCL on a comment card.

If a person is so terrible at their job that someone has to consider doing something about it, then I am not sure it is relevant to tip them in full based on their "need to make a living." Apparently they need to make a living doing something else.

Don't think I would have freaked out over the silverware thing, would just have moved all the place setting items out of the reach of the baby myself. Definitely would have deducted for being rude though.

 

[Lee Matthews]

When it comes to remembering things like drinks from the previous nights meal, are you expecting the server to remember what it was and ASK if they would like the same again or actually have it ready on arrival?

 

[ibouncetoo]

When it comes to remembering things like drinks from the previous nights meal, are you expecting the server to remember what it was and ASK if they would like the same again or actually have it ready on arrival?

I know folks seem to be happy (and impressed) when their beverage preferences are remembered, but I'm one of the folks who like to mix it up. After my second cruise I learned () to tell my assistant server that I liked to wait and order my beverage, as I might have something different each night. Didn't like to see a diet Coke go to waste!

I'm sure DCL will train you the way they want you to do it, and experience will teach you how to 'read' your guests.

.

 

[Lee Matthews]

Thats what i thought, remembering or even writing down what the guests had the night before and recommending them the next night, but im sure people change what they drink each night too

 

[dylan'smom]

I know folks seem to be happy (and impressed) when their beverage preferences are remembered, but I'm one of the folks who like to mix it up....I'm sure DCL will train you the way they want you to do it, and experience will teach you how to 'read' your guests.

I totally agree that it comes with continued training...and yes, people seem to like having their preferences remembered, drinks or otherwise...

We LOVE DCL and usually just take it as it comes: typically that is excellent service, or darn close to it!!

Have to admit though, that it was only on the longer cruises that our preferences were ever remembered, and even then it was not on every cruise...what we drink changes, but things like lemon w/ the water, butter instead of the spread, etc. On the EBTA our asst server offered me fresh ground pepper up until the 14th night lol after I had told her it makes me cough & sneeze 13 times.


But...I am guilty of tipping for bad service, myself. And I know it's hard for others to understand sometimes...
The CMs just always seem to try so hard and always have redeeming qualities in other areas...and there are always extenuating circumstances.

We cruised shortly after 9/11/01 -- very sad time & the servers stretched way too thin, as was the kitchen staff i guess....dinner took forever, one time the server came up sweating profusely, presented me with this little piece of jerky that had started out as a veal chop & asked it it was ok, pleaded really, with tears in his eyes - no joke. I didn't have the heart to send it back, and really, what was the use? On that very same cruise, our head server, Sandra I believe, swooped in a few times and gave amazing personalized assistance to save the day & make the cruise 'magical' again.

My point is there are flukes, things beyond their control, reasons to tip anyway, even for less than perfect or "bad" service.

 

[pearlieq]

I've said it a million times, but I'll say it again. The Head Server's job is to make sure your dining team and the kitchen is running smoothly and on schedule. They handle the behind-the-scenes emergencies that will always happen when serving hundreds of people dinner at the same time. They step in to help serve when your server is ill or behind for some reason, they take care of special requests, and they are another step in making sure no one gets food that causes an allergic reaction. If you have a complaint about your dining staff, he/she is the person that gets the problem worked out. With all this being said, if you don't see your Head Server till the last night of your cruise, that means he/she did the job exceptionally well because none of these problems ever reached your table.

I'll agree with that up to a point. If I make a special request, have allergies, am celebrating an occasion, want to move tables, or have the head server intervene when I have a problem, I have absolutely no problem rewarding them for their service.

However, if I just show up, sit in my assigned seat, order regular menu items, and go on about my day, I don't believe the head server has necessarily earned any reward from me. I should not be forced to pay DCL's management costs.

It would be a little like charging all the guests for concierge service, whether or not they use it. I don't think I should have to subsidize the cost of attending to someone's 27 person family reunion where there are 6 birthdays, two anniversaries, 4 babies, and 3 people with nut allergies.

They should pay for their own service--I'll be at my table minding my own business.

 

[Cruise]

I'll agree with that up to a point. If I make a special request, have allergies, am celebrating an occasion, want to move tables, or have the head server intervene when I have a problem, I have absolutely no problem rewarding them for their service.

However, if I just show up, sit in my assigned seat, order regular menu items, and go on about my day, I don't believe the head server has necessarily earned any reward from me. I should not be forced to pay DCL's management costs.

It would be a little like charging all the guests for concierge service, whether or not they use it. I don't think I should have to subsidize the cost of attending to someone's 27 person family reunion where there are 6 birthdays, two anniversaries, 4 babies, and 3 people with nut allergies.

They should pay for their own service--I'll be at my table minding my own business.

I guess the way I see it is that if I have a server in the dining room and he's doing a good job, it's because he's being overseen and trained by the head server. Just because the head server isn't the one to put the plate in front of me doesn't mean he didn't contribute to making sure I got it quickly, at the right temperature, and had the right order on it.

 

[GhostlyHitchhiker]

I'll agree with that up to a point. If I make a special request, have allergies, am celebrating an occasion, want to move tables, or have the head server intervene when I have a problem, I have absolutely no problem rewarding them for their service.

However, if I just show up, sit in my assigned seat, order regular menu items, and go on about my day, I don't believe the head server has necessarily earned any reward from me. I should not be forced to pay DCL's management costs.

It would be a little like charging all the guests for concierge service, whether or not they use it. I don't think I should have to subsidize the cost of attending to someone's 27 person family reunion where there are 6 birthdays, two anniversaries, 4 babies, and 3 people with nut allergies.

They should pay for their own service--I'll be at my table minding my own business.

I have only ever gotten poor service from one individual (same guy on two cruises) and we most certainly lowered his tip accordingly. Our head server on our very first cruise (4 night) and he had been "promoted" to the Magic and was our head server for our second cruise as well.

On our first cruise we never saw him. He introduced himself on our final night and was only there to get his tips. We didn't know any better so we tipped what was expected.

On our second cruise I "adjusted" his tip, greatly. We travelled with extended family and there were 16 of us in total. We were celebrating two birthdays, my husband and my oldest daughter's. I had arranged to have my daughter's cake on her actual birthday and my husband's birthday having been earlier in the month we were just sort-of celebrating it whenever really.

The night before DD's birthday I saw this gentleman (he never introduced himself to any of our group - I knew him from our previous cruise) and confirmed the cake was scheduled for the following night. That night came and went with no cake. I asked our (amazing) server and he was going to look into it and was unable to even find the dining room server, but promised he would personally make sure we had a cake the following night. Our server was amazing and did magic tricks for the kids every night, he and our assistant server knew our likes/dislikes by night 2 for our entire group half of which were picky children.

Late that night my MIL got very ill and we found out months later ended up having multiple small strokes all night long. From that night on she was unable to join us for dinner or even leave the stateroom for longer than an hour or so at a time.

The following night we got DD's birthday cake, but my DMIL was unable to attend and celebrate with us by then. It was sad for all of us to try to celebrate when we knew she was ill. Our server/asst server asked every single night about her to make sure she was alright. They made sure she was getting food she could eat (oatmeal/soups/etc) and they were genuinely concerned. The head server never once asked about her though he came by that night (and was told she was ill) to "make sure we got our cake".

Was I being "snobby"? Was I expecting too much? As others here have said if Chili's can remember it's someones birthday when it's written down (I even confirmed it the day before), then they should be able to remember as well. It may not be the head server's fault DMIL got ill, but my DD didn't get a cake on her actual birthday and that was. I know there were other flubs from him, but I can't remember what they were. (This cruise was in 2007.)

I also over-tip when it's deserved as others here have said. Fernando and Lynette both got nearly double the recommended tips from our entire party because they were so amazing. As an aside, does anyone know if either of them are still around?

 

[dopeyfanatic]

The OP was not upset to show up and see silverware at the baby's place setting the first night, but when you ask if it can be removed the rest of the nights that isn't asking much. I would have been more upset that the server was trying to put my baby in the high chair. No offense, but keep your hands off.

As for the wages I know several people that work cruise lines. They make an average of $2000/month AFTER taxes on just BASE salary......they are ALL servers, and their tip send up being over double what their base salary is. That make good money. If someone gives you service that poor I would reduce it. I would honestly not expect them to bother with remembering what I had to drink, or that I wanted some specific dessert. It would be great, but I wouldn't ding them if they didn't know it. I would only ding them if they ignored a simple request. Disney does have fantastic service, and they brag about it. So when you're expecting it and told you'll get it, a lot of people would be upset to not get it when you're paying for it.

 

[lmhall2000]

I agree 100%

Why are people assuming she sat at a table with other guests? When we cruised our whole party (7) were at our own table, the family next to us with a baby were a party of 5 and the only ones there...I really doubt a family with kids care where they sit, but would like to not have to hassle with knives/forks/glasses near a baby...I know my babies would grab those utensils like lightning...when you have multiple children you're watching out for, it's a consideration, have no clue why people are assuming putting a high chair at a place at a table would inconvenience them.

 

[Dicecatt]

Why are people assuming she sat at a table with other guests? When we cruised our whole party (7) were at our own table, the family next to us with a baby were a party of 5 and the only ones there...I really doubt a family with kids care where they sit, but would like to not have to hassle with knives/forks/glasses near a baby...I know my babies would grab those utensils like lightning...when you have multiple children you're watching out for, it's a consideration, have no clue why people are assuming putting a high chair at a place at a table would inconvenience them.

I agree...seems like a bigger inconvenience to determine where to place the baby while you are standing there waiting for your server to accomodate your choice of seats. What if they can't do it immediately? Do you just stand there and wait for it, juggling the baby or babies in the meantime? That just seems odd.

The things that would most aggravate me is the shellfish issue, and grabbing of the baby's legs. The shellfish issue is just downright dangerous and DCL is better than that. They promote that they are very allergy friendly, and it is appalling that the servers wouldn't keep that in mind. I would also not like it AT ALL if a server was tugging on my child's legs. I think that is crossing a line.

 

[disney11fan]

not only don't you tip, you make a point to tell disney you won't be back....ever again.


for what your paying the service should be perfect.