UPDATE! disney magic is real

[pixielizzie]

I encountered a rude security guard at the pedestrian gate of the hotel when attempting to join my family at check-in after parking in self park across the street. Although I was walking with a crowd of people, he singled me out and said "can I help you, Ma'am?" as if it wasn't obvious that I was trying to enter like everyone else. I didn't have a room key yet and explained this to him. I have a disability and had to wait about ten minutes in the 95 degree heat for it to be sorted out when I later learned that he could have simply radioed the front desk. I am so hurt about it all that I want to cancel my "magic key" and give my $ to universal.
I'm just wondering if you know the best way to handle this. I was trying to forget it but when I received my resort stay survey, it started to bother me again. It was a lot of money to get treated so badly and ruin the day.

 

[Wesley815]

I'm just wondering if you know the best way to handle this.

I would recommend using the feedback link if you've already checked out. Of course be polite but to the point and provide details (appx time/date/location) so they can understand your situation:
https://disneyland.disney.go.com/help/email/

*However as DebbieB mentioned below, Grand is very strict for security reasons so there's almost no getting through that entry without a key or your name on reservation if checking in same day.

 

[DebbieB]

I would have let the manager know when you got inside. The guard has a list of checkins or can check on an iPad, it should have been easily resolved.

I know they are strict with that gate. One time I was going in, the guy in front of me got turned away because he didn’t have a key.

 

[StormyCA]

Email or call guest services and let them know what happened. Be prepared to give them specifics, like whether or not your name was on the actual reservation, and what actions he took to verify you 'belonged' there. And what he said or did that you thought was rude.

But as PP mentioned, the Grand is usually UBER-serious about security. And many people try to 'slide in' by trying to look like part of a group. Obvs you weren't doing that, but it does happen. Just stopping you out of a group of random people to ask you "May I help you, ma'am" isn't rude, as long as he didn't use a belligerent or nasty tone of voice. I daresay a lot of us have been singled out in random situations to be 'carded' or to have to go through extra security screening.

As far as having to be in the sun, as long as the guard was trying to resolve the problem then that would be par for the course. You'd have to wait 'outside' the gate whilst he checked on things. And if you were going to the Parks that day, you'd have been spending a lot of time in the sun anyway.

For the record, I'm a senior with a mobility disability and now use an ECV.

 

[DizMe]

Honestly, I feel like the guy was just doing his job. Could he have done it more quickly? Probably, but things aren't back to normal and sometimes employees are still learning the ropes. It's too bad you were the one self-parking the car when you have a disability and not another family member, but not knowing your situation, I can only guess that the guard may not have known about the disability under the circumstances. Being a hot day doesn't mean they can skip security measures, but I'm sorry you felt singled out. I really do think it was just like when you go through airport security and you occasionally get searched. Hopefully, the feedback you provide will help Disney train employees to be more aware of options for checking reservation status. Meanwhile, I hope you can chalk it up to a guard who was trying to do a good job and maybe got a little overzealous.

 

[Karin1984]

It's too bad you were the one self-parking the car when you have a disability and not another family member, but not knowing your situation, I can only guess that the guard may not have known about the disability under the circumstances.

Or the guard was singling the OP out because the disability is visible and maybe thought OP might need his help.

 

[mom2rtk]

Honestly, I feel like the guy was just doing his job. Could he have done it more quickly? Probably, but things aren't back to normal and sometimes employees are still learning the ropes. It's too bad you were the one self-parking the car when you have a disability and not another family member, but not knowing your situation, I can only guess that the guard may not have known about the disability under the circumstances. Being a hot day doesn't mean they can skip security measures, but I'm sorry you felt singled out. I really do think it was just like when you go through airport security and you occasionally get searched. Hopefully, the feedback you provide will help Disney train employees to be more aware of options for checking reservation status. Meanwhile, I hope you can chalk it up to a guard who was trying to do a good job and maybe got a little overzealous.

But it’s not the airport. They aren’t screening bags there and people are coming in from the opposite side. It’s not a secure perimeter there.

They need a better way of handling check-ins.

 

[DizMe]

But it’s not the airport. They aren’t screening bags there and people are coming in from the opposite side. It’s not a secure perimeter there.

They need a better way of handling check-ins.

I wasn't really referencing the exact nature of the screening or security, just noting it from the perspective that they can't logistically check everyone so they randomly choose a person every so often as they do at airport checks. The guards are paid to enforce a rule whereby only registered guests may use that door as an entrance. There should be an easy protocol in place for that, and apparently either there isn't or not everyone is trained to follow it.

Disney has a lot of areas for improvement right now in guest relations, but I also think we have to be aware that many of the CMs are unfamiliar with and undertrained for what they are being asked to do and maybe give them a little slack.

 

[StormyCA]

But it’s not the airport. They aren’t screening bags there and people are coming in from the opposite side. It’s not a secure perimeter there.

They need a better way of handling check-ins.

I don't think it was a 'check in' per se, as in when you drive up to the kiosk and they check the list. I think the OP was walking up to the pedestrian gate on the sidewalk. I have a feeling they have a lot more 'chancers' trying to sneak in there and the 'flow of traffic' is a lot different with people opening the gate with keycards, other people trying to catch it open to enter (validly or 'otherwise'), and people exiting the gate. Much less of an organized flow than a line of cars.

 

[shosh1530]

We had two semi-gruff interactions with security during our stay in June. One was my fault when I got confused about where the line was going through the security from the Grand in DTD and I felt like the guard was yelling at me. The other was a staff/security giving my husband a hard time about leaving bags unattended when we were checking out. Me and my kid were actually very close by but had stepped a few feet away to look at something.

Both interactions were negative enough that they still stand out to me, but not enough to ruin my day. I figured they were just doing their jobs plus the newness of things reopening post pandemic.

It sounds like that this experience was very negative for you, so I think including it on the feedback from is a good idea. I hope that gives you some peace and that you can enjoy future Disney trips.

 

[Malcon10t]

I am sorry you felt singled out and your feelings were hurt. Coming thru the gate, they do check everyone coming in, so while you feel you were walking in with a group, the security guard had spotted who had cards and who were employees and noted you had neither. A lot of people try to slip in this gate. It is his job to prevent this. I am the disabled one in our family, and my daughter parks the car when we need to do something like this. But to add to this, if you are disabled and self parking, there are spots you can use within the valet area. If you have a disabled plate or placard, they usually will tell you (maybe they missed it.).

Also, a way to help this in the future for those in this situation is to have a copy of the reservation on your phone.

 

[GoingSince1990]

Unfortunately, while most Disney security guards are wonderful, it is obvious that some are drawn to the job because they are officious twits who enjoy inconveniencing people.

 

[pixielizzie]

thank you for your input! I decided to call the manager and I received a VERY lovely response! I honestly feel so heard!
MY LOVE FOR DISNEY HAS RETURNED!!!
(I will need to update title or delete this thread?)

 

[JeannieNM]

Email or call guest services and let them know what happened. Be prepared to give them specifics, like whether or not your name was on the actual reservation, and what actions he took to verify you 'belonged' there. And what he said or did that you thought was rude.

But as PP mentioned, the Grand is usually UBER-serious about security. And many people try to 'slide in' by trying to look like part of a group. Obvs you weren't doing that, but it does happen. Just stopping you out of a group of random people to ask you "May I help you, ma'am" isn't rude, as long as he didn't use a belligerent or nasty tone of voice. I daresay a lot of us have been singled out in random situations to be 'carded' or to have to go through extra security screening.

As far as having to be in the sun, as long as the guard was trying to resolve the problem then that would be par for the course. You'd have to wait 'outside' the gate whilst he checked on things. And if you were going to the Parks that day, you'd have been spending a lot of time in the sun anyway.

For the record, I'm a senior with a mobility disability and now use an ECV.

How do you call guest services? I have an issue that needs to be addressed prior to our arrival. Thank you.