Trails End Manager Mistreatment

[littlejoe]

Will do

 

[DisCamper]

Littlejoe: you are doing the right thing. The sad thing is it should never have to come to this. When I was a Disney manager and a guest had to come to me with something this small I would have handled it right there. Then I would have went straight to the server and ask why did it come to me you should have handled it your self. It’s all about guest service.

 

[Sk8Leigh]

If they were supposed to charge you for the buffet, even if your child didn't eat it, they never should have told you it was ok to just get the fries (which obviously aren't from the buffet). Once they told you fries were fine, they should have only charged you some nominal amount. Period.

Personally, I don't see what the big deal is about letting you get the fries and charging you a couple of bucks for it, provided the child didn't eat anything from the buffet. Otherwise, who knows, the whole family might not have even eaten there.

 

[Fruto76]

Ann: this treatment did suprise us, we have never had a problem at Trails End before and we have gone there I bet close to 50 times in the 18yrs we have been going, in fact we have always highly recommended it as one of the best at DW.
As for an explanation about the adult, we never got one, but we never really asked because we were not aware of it till the manager said she was gonna adjust it, and I was so shocked and mad at the way I was talked too I didnt want to pursue the whole thing and make it worse in front of my kids.
Like I said money wasnt the issue, if those are the rules Ill follow them. We buy a ticket for the Hoop Dee Doo for our same daughter knowing full well shes not gonna eat but we dont care we just want to have a good time.
This is strictly about how this manager "LeeJean" treated us and hopefully with the letter I have written she will get her due from her bosses.

I hope your letter makes a difference. Please keep us updated on your response.

 

[stillh2o]

Littlejoe: you are doing the right thing. The sad thing is it should never have to come to this. When I was a Disney manager and a guest had to come to me with something this small I would have handled it right there. Then I would have went straight to the server and ask why did it come to me you should have handled it your self. It’s all about guest service.

That sounds like the way it should be.

 

[AshFamily]

If she does that to my DW it will be an experience she will never forget, and the other customers as well...just sayin.....

 

[jenscourt]

I suspect that when it's for health reasons and the chefs are unable to prepare safe food for the individual as opposed to somebody making a choice not to eat that more times than not they do remove the charge for that individual but only in this type of extreme situation and I know it's not every time because we've had many people on the disABILITIES! board who have had to pay even when unable to eat. This is at fixed price restaurants; obviously at restaurants where you pay for what you order this isn't an issue. Remember, OP just chose to order something different for her son. This wasn't health related. The rules are pretty consistent and guests should be prepared to pay and consider it good fortune or pixie dust if you're not charged or charged a lesser price.

From what I can tell, the issue this gentleman has isn't the money they were charged but how he was treated by the manager.

 

[Nissi]

off the point, your 8 yr old would not eat from the buffet? hm

1. i don't know that the child should be calling the shots
2. of all places, disney would have plenty for a child's liking
3. a hungry child will eat what's available

You couldn't be more wrong.

 

[cherokeemamma]

Hey littlejoe!

What ever happened? Hoping you received the solution you were looking for.

Give us an update, please.

TTFN,
Darlene

 

[clanmcculloch]

From what I can tell, the issue this gentleman has isn't the money they were charged but how he was treated by the manager.

I think it was both. I think the OP would have been upset with being charged even if the manager was polite despite the rules. Absolutely the attitude of the manager made things much worse and the attitude was wrong, but I really do believe OP would not have been happy even if the manager was extremely polite and professional (which she wasn't).

I did say in my original response that a complaint should be made about the treatment. I then added the actual rule Disney has about this type of situation. You quoted a follow-up response of mine where I further explained the rule. Somebody had quoted my original response and said they've gone without being charged for somebody so I just wanted to make sure people know that this is the exception and not the rule so people will know going in what to expect. Expecting to pay then receiving pixie dust is so much better than expecting to not pay and finding out the hard way that your meal will cost more than expected. Just trying to help.

 

[littlejoe]

I would like to Thank everyone for thier input, especially the ones that realize that this was not about money. It was purely about the way we were treated by a management person.
To this date I have only received one acknowledgement and that was from Mr. Martin who said he had forwared it to Mr. Lord. I have sent a follow up letter and awaiting a reply on that.
To be honest with you I am troubled by the fact that in twenty three days I have only received an acknowledgement combined with a receipt letter. However I am being patient and will post when I receive further

 

[littlejoe]

To all interested parties; I just spoke to the general manager for the food and beverage service for the Trails End.
She couldn't have been nicer. She apologized for failing to get back to me sooner.
She then went on to say what was done to us was unacceptable and apologized for the way we were treated. She said at the time, if there was a misunderstanding it should have been rectified in our favor.
She offered several options to try to make it up to us. I told her that it was never my desire to seek anything in return. I always follow the rules; and now as I would have then gone by thier policy. I just felt that I was told one thing and when I questioned it, I was treated very rudely.
I just wanted to let them be aware of what was going on, I needed to vent, I would like the woman spoken too and I was hoping that nothing would happen to our server who was good to us but felt there would be repricussions against her.
She assured me that nothing had happened to the server and that she had spoken to the manager about the incident and she was requiring her to go to some type of customer resolution program.
Then after refusing any compensation again, she told me to write down her name and number and call her before the next time we go and she would take care of us.
In closing; although soured by this person I will not let it ruin any future trips and I feel Walt Disney has made Lee Jean feel as uncomfortable about this situation as we did and I feel if she does this again she might be looking for employment elsewhere.

 

[2goofycampers]

So glad to know WDW got back with you and resolved this to your satisfaction. It did take a while. But, it is a busy place.

 

[dblr]

Glad to hear that everything is resolved,it is a shame it took so long, as laong as you are happy with the results that's all that really matters. I for one would hold onto her name and number a little Pixie Dust never hurts.

 

[02AggieGirl]

To all interested parties; I just spoke to the general manager for the food and beverage service for the Trails End.
She couldn't have been nicer. She apologized for failing to get back to me sooner.
She then went on to say what was done to us was unacceptable and apologized for the way we were treated. She said at the time, if there was a misunderstanding it should have been rectified in our favor.
She offered several options to try to make it up to us. I told her that it was never my desire to seek anything in return. I always follow the rules; and now as I would have then gone by thier policy. I just felt that I was told one thing and when I questioned it, I was treated very rudely.
I just wanted to let them be aware of what was going on, I needed to vent, I would like the woman spoken too and I was hoping that nothing would happen to our server who was good to us but felt there would be repricussions against her.
She assured me that nothing had happened to the server and that she had spoken to the manager about the incident and she was requiring her to go to some type of customer resolution program.
Then after refusing any compensation again, she told me to write down her name and number and call her before the next time we go and she would take care of us.
In closing; although soured by this person I will not let it ruin any future trips and I feel Walt Disney has made Lee Jean feel as uncomfortable about this situation as we did and I feel if she does this again she might be looking for employment elsewhere.

I'm glad to hear this!!

 

[indimom3]

I'm glad to hear you received some response and that the manager will be retrained. Trails End isn't exactly the busiest restaurant in the World, you'd think they would do everything they can to hold onto the customers they have.

 

[rock_doctor]

To be honest with you I am troubled by the fact that in twenty three days I have only received an acknowledgement combined with a receipt letter. However I am being patient and will post when I receive further

To all interested parties; I just spoke to the general manager for the food and beverage service for the Trails End. She couldn't have been nicer. She apologized for failing to get back to me sooner.

True proof that Disney does read DIS... This thread was restarted letting Disney know it is not going away w/o them doing something. I am glad it worked out for you. But in reality this is a growing epidemic at WDW.

 

[N365PA]

Great news! Im happy to hear it was worked out in the end!

Remember everyone, criticism works both ways. If we dont say something, it wont get fixed. If we like something, it may not be known (*cough*Figment*cough*) and it may be taken away. If you see a cast member who did a great job, let Disney know! I had an AWESOME server on the Wonder last month and cant sing his praises enough. Disney now knows how I feel!

Clint

 

[veraletta]

LittleJoe,
It's took long enough for them to get back to you, but I'm happy that they realize why you were upset.
I don't like it when they tell you one thing and do another, but like you I understand what rules are, but I think once you asked and they were willing to help you, they should have done it.
I would have been upset too, but in the end I'm happy that they will address it.

If I see a cast member who did a great job I make sure I let their boss know. If someone takes the time to make my visit special, then I make sure Disney knows. If I don't have time to address at the time while I was there, then I make sure once I get home, to write a letter to that resort, and believe me Disney does read their letters, I have been told many times when I check in. lol