WARNING: No pixie dust after 11:00pm

[Pixiedusttravel]

Okay, first of all please, no flames! I just wanted to pass along our checking-in experience at the CSR last weekend.

We left Georgia on last Fri.(4/29) after my DH got off from work and drove straight to Disney (7hr.trip) When we got to CSR it was about 1:15am, and even though it was late, we were all excited and happy to finally be at Disney. I hopped out with one of my DS (10) and went in to check-in.

There was another couple ahead of me so I had to wait, which is fine - I expected that. What I didn't expect was the bad attitude of the CM. She reluctantly called me over with no smile, ignoring my DS as he tried to make small talk with her. I mentioned to her that I had requested a room near the pool area, and she rolled her eyes at me and said "yes, I see that". She then proceeded to quickly mark where our room was and called for the next customer in line.
I was shocked!

Each time I have checked in at any of Disney's Resorts, I have always got that warm "We're at Disney" feeling. The CM's have always been polite to me and my children, even giving them coloring books and crayons when we check-in, asking if we've stayed at the Resort before, if we know where everything is, you know, a little pixie dust to start our vacation with that nice feeling you only get from Disney. None of that when we checked in. Let me just say that I realize that it was late at night, and the CM could have been having a bad night, but still, a little smile goes a long way.

So that was our checking in experience at CSR. The rest of our trip was awesome, and I also need to mention that when we checked in at the BWV on May1, we did recieve lots of pixie dust from all the CMs that helped us! (of course that was at 9:30am )

 

[kupperman]

That's a shame. I'm glad the rest of your trip went well.

 

[pennyplanner]

I am sad for your check-in experience. Forget the time, that is the CM's job to check you in. A smile costs nothing.

We will be checking in at WL close to 11 p.m. in November. I will let you know who we make out!

Glad to hear you had a wonderful trip!

--penny

 

[Poohs Pal]

I guess you now know why that CM works the late shift Susan

 

[java]

We had a very similar experience when we went 2 years ago-except we checked in at 3PM. No line-which I thought was great! Then I got to the counter...Now my DH was raised in a spanish speaking home and always loves to break it out when he can. So when he heard the CM's speaking in Spanish, he spoke to them in Spanish-thinking they would talk back. When they did not I suggested to DH that maybe his Spanish was rusty and he insulted them Our stay there(thankfully only 4 days), unfortunatly, continued on in that fashion. Now I would have understood(although not liked) attitude if I was making wild requests..I didn't request a thing- not room location, no crib, no fridge- nothing just a room thank you. DH won't go back there. The pool was nice.

 

[DiznEeyore]

It makes you wonder why some people choose careers where they have to deal with the public, doesn't it?

I had a similar experience at Old Key West two years ago. It was a little after 9 a.m. on a Sunday (we'd just driven in from the Disney Cruise) and there was one woman in front of me in line. When the CM at the desk said "Next", I waited for the woman (standing directly in front of me) to go. She didn't, and I glanced up at the CM. She sighed and pointed at me, "I mean YOU." I was confused and said, "Well, she's in front of me; isn't she next?" The CM rolled her eyes and said, "She's WAITING for someone" as if I somehow should've known that.

I went over and handled check-in; the CM never looked up and was very cold. I reminded her that we had to have a non-smoking room for medical reasons and she said, "I see that" in a really sarcastic tone. She gave me a map and told me the villa was ready. I asked again, "It's non-smoking, right?" and she said, "Yes, I told you that." So off we went.

Drove all the way to the back of OKW and got our bags out of the car. Dragged them to the villa and as soon as we walked in, I began to cough. I looked around and sure enough, ash trays EVERYWHERE. I was FURIOUS. After the attitude the CM had given me, I really felt like she'd done this on purpose. I called the front desk immediately and got another CM. I explained the situation calmly, but I must've made my point about the original CM because by the time we got back up to the Hospitality House, the new CM was waiting outside with our new room keys and paperwork.

When we got home, I wrote a note to the resort manager regarding our check-in and never heard back (big surprise). Of course, whenever I write praising CMs I never hear back either, so I guess that shouldn't shock me. Anyway, let's all hope that these are isolated incidents -- I'd hate for the Disney magic to disappear!!

 

[RickinNYC]

Fortunately, we have never had an experience like those detailed here when checking in or dealing with any CM at any resort, thank God. However, living in NYC, it's been known to happen in our neck of the woods. I have absolutely no problem pointing it out to them, usually stating something along the lines of, "I"m not here to take your attitude so back off." Or something like that. For the most part, I've never had anyone give any back talk or cause any problems afterwards.

Drives me insane to deal with someone, service industry or not, that has a bad attitude. Sure, I know they may have had a bad day, but I do NOT find that to be an appropriate excuse.

 

[DisneyGirl2005]

The best advice I have seen on this is to just smile at the CM and let him/her know that you will get back in line and wait for a different CM. Probably catches them off guard, but definitely gets the point across without being rude. Of course if at 1:00am and they are the only CM available I would have to go with RickinNYC's approach. We do not go to Disney to take attitude from them.

 

[RickinNYC]

The best advice I have seen on this is to just smile at the CM and let him/her know that you will get back in line and wait for a different CM. Probably catches them off guard, but definitely gets the point across without being rude. Of course if at 1:00am and they are the only CM available I would have to go with RickinNYC's approach. We do not go to Disney to take attitude from them.

Actually, you're entirely correct! Let me jump in and say that I do not get in their face and cause a big scene. Yeesh, then I do nothing but look like a complete jerk! I always give the benefit of the doubt initially, and then I forgive once again, and I do smile a ton and ask how their day is and try to engage them in something for a little bit that isn't stress inducing so see if I can get them out of their mood. BUT if they are still snotty and make no attempt at customer service, THEN I'll point it out and say what I said above. And for the record, I say it very quietly so that it's just that individual and me. I don't stand on the counter, shake my finger and throw a tantrum! LOLOL!!!

You should see folks in NYC sometimes. Most are very pleasant, but sometimes you do get someone who's just plain nasty and you see it a mile coming. When I have to interract with them, I give a big smile and a chipper, "Hi! How are you today?" Tosses them for a big loop.

 

[Jen D]

Sorry that happened to you. I know we at the Disboards sometimes get accused of cavilling about insignificant slights in service but bad attutudes at arrival and check-in must be very, very disappointing to get at WDW. I know I'm usually acting like a giddy, happy fool by the time I get to the desk clerk and I'd hate to be brought down. I'm not expecting them to be Julie the Cruise Director or anything-- althouth 2 out of 3 of my check-in clerks were above and beyond the call of duty in being welcoming and effusive and volunteering info; the 3rd was polite, professional, efficient and friendly, which is all I really need!

Maybe she wasn't used to working the night shift. Hope the rest of your stay was magical!

 

[tubachick]

sorry about your CM experience, hope the rest of your trip was good.

 

[DisneyGirl2005]

RickinNYC - Sorry if you thought I was saying you were being rude by what you said. That is not the case at all! It is so hard to express what I am thinking in writing. I actually think what you said is quite appropriate. I just wanted to give an alternative.

 

[Rozzie]

Our last experience at Poly check in was very similar, very disappointing. I was trying to engage in small talk with her and she would never answer. She asked what longhouse I wanted, I asked what was available and her favorite, and she said, "I asked you". very blunt. I was in shock. I have worked in customer service many years, and never would dream of saying some of this stuff. I totally agree with RickinNYC, I usually start with something when they get out of hand "seems like you are having a horrible day" and that usually breaks the ice. another CM at poly make a horrible comment about how much I was charging on my room acct#. I was so shocked I just walked away.
I think it is kinda like my profession, there are some coworkers that should not be nurses, there are some people in the customer service field that should never be there. sorry for the rant. but I don't expect bells and whistles, but I do expect a professional courteous manner.

BTW, the CMs at Poly usually are awesome, I guess this is why the stood out so much.

 

[pirateofthecarolinas]

I'm sorry your check in wasn't pleasant. I will have to say that my DS10 would die of embarrassment if a CM gave him a coloring book and crayons. DD8 would love it.

Lori

 

[Ct_TiggerFan]

Being late at night, depending on the rudness, I may have shucked it off.

If really rude I would have given he or she a chance to cheer up but if no responce I would have gotten the cast members name and asked for a manager.

If one was not availble returned in the AM, asked for a manager and then gotten it resolved.

Waiting untill you get home normally is too late for them to remember.

For the money I'm spending I expect service with a smile, a bad day can be excused but only to a point.

 

[tlbwriter]

Mind if I ask where you are in Georgia? We'll be driving to Orlando from the Columbus area, and I'm wondering how long it will take.

 

[sdlipton]

Our last experience at Poly check in was very similar, very disappointing. I was trying to engage in small talk with her and she would never answer. She asked what longhouse I wanted, I asked what was available and her favorite, and she said, "I asked you". very blunt. I was in shock. I have worked in customer service many years, and never would dream of saying some of this stuff. I totally agree with RickinNYC, I usually start with something when they get out of hand "seems like you are having a horrible day" and that usually breaks the ice. another CM at poly make a horrible comment about how much I was charging on my room acct#. I was so shocked I just walked away.
I think it is kinda like my profession, there are some coworkers that should not be nurses, there are some people in the customer service field that should never be there. sorry for the rant. but I don't expect bells and whistles, but I do expect a professional courteous manner.

BTW, the CMs at Poly usually are awesome, I guess this is why the stood out so much.

Ok.. see when the OP was about a moderate resort I wasn't going to worry about it because to an extent, you get what you pay for. BUT.. if someone had a problem at a DELuxe like the Poly then I worry. My fiance and I and I are checking in around 5:30 on a MOnday and well.. its well after check in and i don't want to get someone on the start of the swing shift. How quickly should I escalate to a supervisor or GM if this happens when i check in at the front desk?

 

[Tissa]

Ok.. see when the OP was about a moderate resort I wasn't going to worry about it because to an extent, you get what you pay for. BUT.. if someone had a problem at a DELuxe like the Poly then I worry.

I'm staying at a value so I guess they can just throw my room key at me and tell me to get lost and that's ok because I'm not paying Poly prices?
Good customer services is supposed to be there no matter how much you pay or at what time you are there. Poly CM's get paid the same as POP Cm's and they should do their job or work somewhere else. I had a girl at Target the other day check me out and didn't say a single word to me. Not even to tell me how much I owe. After I paid I went straight over to the customer service desk and talked to a manager. The point I'm trying to make is if a cm is rude talk to a supervisor right then, not after you get home.

 

[Amy&Dan]

I guess my thinking on this is that first of all, it may be late at night for YOU the person checking in, but to a night shift employee, it may be the equivalent of say 10:00 a.m., so the "it's too late to expect them to be nice" thing doesn't fly with me. They have front desks open 24 hours a day, you are paying to stay there and the service should be equally good regardless of day or night. Also, the comment about it being a moderate and you get what you pay for kind of makes me laugh. The BEST check in experience I have ever had at any hotel, Disney or not( and I have stayed at plenty of 4 and 5 star hotels) was at All Star Movies last October at around midnight. Also, you may be paying less and not getting a pool slide, queen size bed or room service but I don't recall Disney advertising that those poor peasants staying at the values should expect lousy service from Deluxe Resort CM Washouts. That said, my check in experience at POR last month was pretty so so at best. Took forever and because I couldn't understand the cm, so I couldn't ever figure out what the problem was, she was trying to explain. Finally a manager came out, snapped at her and got us checked in. She was so unfriendly and without personality I had to believe she was having just a really awful day. That was the only and last bad service we had that whole trip, anywhere on Disney property.

 

[Winka]

Ok.. see when the OP was about a moderate resort I wasn't going to worry about it because to an extent, you get what you pay for. BUT.. if someone had a problem at a DELuxe like the Poly then I worry.

I'm staying at a value so I guess they can just throw my room key at me and tell me to get lost and that's ok because I'm not paying Poly prices?
Good customer services is supposed to be there no matter how much you pay or at what time you are there.

Lol, you tell 'em!

I remember arriving for my first night at one of the Values. Plane late, car service long gone, one bag lost, and pouring rain-I was in a MOOD. No matter how gruff I was with that innocent check-in CM, she was an absolute angel-funny, hospitable and professional.

To be fair, I don't recall getting that kind of indifferent service at any level of accommodation at WDW. I'm sorriest for your son who was only trying to be happy and friendly.