Was he within his rights as a resort guest?

[Harambe]

My best friend is just back from Christmas week at the World. Despite gentle nudging to make ADRs (and any other type of gameplan) on my part, she went down unprepared.

You know how it is - people don't want advice from "Disney People" because they think we're a crazed cult, yadda yadda yadda.

Anyway, she stayed at the Poly, and took one of my suggestions and decided to eat at Kona Cafe. Her family was turned away as they were not taking walk-ins at that time. Her husband flipped out and demanded to see the manager. He insisted that since he was paying big money to stay at the Poly, he should have priority over all these other people (you know, the ones with ADRs).

So, management gave him a table. What do you think of that?

 

[mickeymyfavorite]

I think that the manager didnt want to have a scene at the resturant, it doesnt matter is you a guest there or a at the presidents suite spending $5000 a night at the BC, or staying at a value I think the manager just didnt want to the other quests to experience a scene if he was screaming.

I dont understand why people dont make ADRs, it s not like they dont know about ADRs. You told them they should, & I know when you make a booking the cast members ask you, not to mention the Disney guy on the pre recording of when you call disney. I cant imagine going on vacation and having to yell and scream to get what I want, what kind of vacation is that?

In any case I hope they had a good vacation !

 

[jimmytammy]

Making a scene unfortunately gets some people what they want. The CM should have done his job and kept to ressies only and the hubby should have walked away.

DW and I were talking about this very thing the other day. We dont understand why folks who have never been wont listen to vets and take heed. She has a cousin who wants to go Easter week this year. Hasnt made ressies for room let alone eating . And we have tried our best to explain.

 

[Pattymouse]

The same thing happened to me and hubby. We were staying at the Poly in late September 07. We did have ADR's made for our stay. We had a change of plans, and decided we would just like to stay at the resort on this particular evening and eat a Kona.

So...at a resort that we were paying almost $400.00 per night for, guest relations told us we could not eat at Kona as they were booked. They did suggest that we be there exactly at opening time (4:30pm I believe) and throw ourselves at their mercy.

Yes, this is what we did and we (it was just the 2 of us) were seated in about 1/2 hr.

It felt odd that we could not get a meal at "our resort". We were lucky as I stated and did eat at Kona.

It was no big deal either way. I am at a loss as to how the resort can handle this problem. Both sides are legitimate in my opinion. ADR's should be available to those that make them, but a resort guest should also be able to dine at their resort.

Pat

 

[alldiz]

My best friend is just back from Christmas week at the World. Despite gentle nudging to make ADRs (and any other type of gameplan) on my part, she went down unprepared.

You know how it is - people don't want advice from "Disney People" because they think we're a crazed cult, yadda yadda yadda.

Anyway, she stayed at the Poly, and took one of my suggestions and decided to eat at Kona Cafe. Her family was turned away as they were not taking walk-ins at that time. Her husband flipped out and demanded to see the manager. He insisted that since he was paying big money to stay at the Poly, he should have priority over all these other people (you know, the ones with ADRs).

So, management gave him a table. What do you think of that?

Sounds like your friend has entitlement issues
Kerri

 

[loco4dis]

OK, I've been to WDW twice. The 2nd time I had discovered disboards and had a much better "planned" trip. We're going again in June and I'm sure we'll iron out even more wrinkles. Once we were on DDP (with ADRs) and once we weren't. When I was a total newbie, we stayed at WL and had no problem getting dinners there at WCC without ADR. Having said that, however, I believe that people paying the rates at the deluxes should have priority seating for those restaurants. Surely Disney, in all of its wisdom, can develop a formula regarding how many guests are likely to eat at a given resort's restaurant each night and set aside some tables for those registered guests. Turning away walk-ins not registered there is fine, but turning away registered guests, in my humble opinion, is very bad policy. Quite frankly, if I were staying at the Poly or GF or another very expensive deluxe resort and I couldn't get seated in that resort's restaurant, I would speak to a manager, too. And if he couldn't fix it, I would ask to be moved to a less-expensive resort. People shouldn't have to know "the Disney way" to be treated as the high-paying guests that they are. Just my opinion…

 

[MiniGirl]

Anyway, she stayed at the Poly, and took one of my suggestions and decided to eat at Kona Cafe. Her family was turned away as they were not taking walk-ins at that time. Her husband flipped out and demanded to see the manager. He insisted that since he was paying big money to stay at the Poly, he should have priority over all these other people (you know, the ones with ADRs).

So, management gave him a table. What do you think of that?

Not that I'm making excuses for him and not that I thing it is right that the squeaky wheel gets the grease and all that, but....... Could it be that he was just frustrated at how unmagical their vacation had been? They paid a lot of money to wait in line (horroble lines this Christmas) at every turn and were constantly being turned away while other people walked right in -- even at "their" expensive resort. (I like the Poly, but let's face it... a standard room there isn't that much different than a standard room else where). I can't imagine how frustrating it would be to go there without plans at that time of year. It certainly wouldn't seem like much of a vacation to me, and I think a PP was right. There were other guests to consider. I mean was the man going to stand there and yell until he got his way. It would make for a horrible experience for several hundred people and CMs. Was he going to stand right next to other guests and yell as they were escorted into the restuarant? It is really a delicate balancing act trying to manage this unhappy guests with a very unmagical experience, those playing by the rules, and what you are physically able to do. Obviously some other guests didn't show or were late or something because the manager had the table available.

I just wonder what this man would think if he could see himself ranting and raving and if he even realizes how much he probably threw that restuarant and all the other guests (that did have ADRs) off that day because of his rant.

 

[jctwizzer]

The entitlement mentality is rampant amongst a minority today. Most obnoxious are those loud mouthed elitists who think that, what they consider "big money," expenditures puts them above the rules the rest of us follow.

 

[wilde_oscar]

This is a good example of the differance between a "guest" and a "customer"... The Cast and the Managers already know you are spending a lot to stay at WDW, and I hope they spit in his food.

If you don't know the differance, "customer" is how the cast member will refer to you when managment arrives if you are being difficult. "Guest" is how they will refer to you if you are being nice. The reverse is to refer to the "cast member" as an employee, but you have to subtling work in that you understand the differance between a cast member and an employee.

"Plan early and plan often... would you throw that kinda fit if you walked into Tavern on the Green with no reservation and could not get seated? It is peak holiday season, I would imagine everyone is spending a great deal to be here, some planned ahead, some did not... guess which ones are getting seated... now be gone with you or we will nail you in place at it's a small world and you'll have to listen to the song for the rest of your life."

 

[frdeb1999]

I honestly think they were totally wrong. We stay at the Poly all the time in CL and never expect anything other then what we are supposed to get. I would be extremely upset if I had a ADR that had been made way in advance and had to wait because someone who thought they needed special treatment was given a table just for making a scene. We know that when we go during peak times that we'll be waiting and standing in line. Now if only others would realize that!

 

[Harambe]

I just wonder what this man would think if he could see himself ranting and raving and if he even realizes how much he probably threw that restuarant and all the other guests (that did have ADRs) off that day because of his rant.

This guy is a sweetheart - BUT like a dog with a bone once something sets him off. But you're right, I wondered how much they enjoyed their meal after going thru this encounter with management and all the other guests watching (and whoever got bumped so they could have a table). This is why we go to Disney alone - I would have been mortified if I was with them.

As I said - if they would have only listened and made a few ADRs (I told them to make an ADR for Kona and maybe 'Ohana, so that would be at least a few nights that they wouldn't have to worry about seating. A simple call to avoid all this.

I guess the manager did the right thing for all the other guests eating at that time, but if I was sitting there waiting for my ADR to open up, and someone bullied their way into the restaurant, and possibly took my table, I'd be so sad.

 

[Mackey Mouse]

I am going to step in here and with a general warning that we keep the guidelines in mind when posting. This kind of thread can turn very quickly as people become passionate about the "entitled" and following what some determine as protocol when going to WDW....

Now in saying that, I do hear that guest's rant....Years ago, and not just at Disney, if you were staying at a hotel or resort, you probably would be seated before someone not staying at the hotel.. Since, it is now necessary to have ADR's or you have to be extremely flexible on where and when you eat, you cannot expect to be seated just because you are staying at that resort. The Manager did the right thing with an irate customer to keep peace at his restaurant and to keep the customer happy...not saying that the patron did the right thing throwing the fit, but I got it.. you cannot expect to be seated just because you are staying at the resort where the restaurant is.

 

[acm563]

I think that if this was their first time at WDW then we need to make some allowances for their frustration, however, I wont make allowances if he made a scene as that is not acceptable in any situation. I made the mistake ONE tome of not making ADRs and will never make that mistake again, at least not during what I happen to know is a busy season. Last year(well actually 2006) we were there both Thanksgiving Day and then for a week at Christmas including Christmas Day and lets just say that I didnt necessarily eat at the places I owuld have preferred to eat at. This year my DS who is 25 took it upon himself to make ADRs for our entire vacation and WOW it was so nice! I have placed that responsibility on him for all of our vacations from here on out. I hope that your relative has learned his lesson about vacationing at WDW without ADRs and I hope this has not soured him on WDW...

 

[bdcp]

The same thing happened to me and hubby. We were staying at the Poly in late September 07. We did have ADR's made for our stay. We had a change of plans, and decided we would just like to stay at the resort on this particular evening and eat a Kona.

So...at a resort that we were paying almost $400.00 per night for, guest relations told us we could not eat at Kona as they were booked. They did suggest that we be there exactly at opening time (4:30pm I believe) and throw ourselves at their mercy.

Yes, this is what we did and we (it was just the 2 of us) were seated in about 1/2 hr.

It felt odd that we could not get a meal at "our resort". We were lucky as I stated and did eat at Kona.

It was no big deal either way. I am at a loss as to how the resort can handle this problem. Both sides are legitimate in my opinion. ADR's should be available to those that make them, but a resort guest should also be able to dine at their resort.

Pat

Sorry, but you are paying for the room at your resort, not the "right" to eat at a restaurant that many have planned for and made ADR's for. Everyone has the right to eat at any restaurant, unless it's an all inclusive, which Disney is not. But, sounds like you followed what the restaurtant told you would be the easiest way to get in without an ADR.

Yelling at employees the way the OP's friend did is not the adult way to handle anything. Everyone at Disney is spending money to be there and just because they chose to stay at an expensive resort doesnt entitle them to jump the line. I'm sure if he had an ADR and saw someone do what he did, he'd be yelling about that. This is probably his MO whenever "HE" doesn't get his way.

I also have problems with people who make excuses for someone who behaves this way. That is exactly why someone behaves that way because someone has always allowed it or made excuses for it.

 

[Harambe]

I am going to step in here and with a general warning that we keep the guidelines in mind when posting. This kind of thread can turn very quickly as people become passionate about the "entitled" and following what some determine as protocol when going to WDW....

Yes, Mackey Mouse, you're right. I hope the thread doesn't get bad. I was just so shocked at this (my best friend's husband!!!) that I had to share. You can terminate the thread if you think it's taking a turn. Seeing the responses so far, I feel better knowing that others found it shocking as well.

Thank you!

 

[n2mm]

Ya gotta love people like that. I've seen plenty of tantrums at the dining podiums and seldom ever see it work. Only once did I see management give in and this story will knock you socks off. We were at Coral Reef this spring and this family of 6 came in (mom, dad, adult son, wife, 2 kids). As they were being seated, mom insisted that she wanted a window seat, not the seat in the booth facing the window (main level). (we were in the second tier right above said booth). After being told that the window will not accommodate a group of 6, mom promptly went to a table of four and SAT DOWN. The other family members were upset by "mom's" action and stood in the aisle (near the wall). The server kept telling her she could not sit there, there were others who were already assigned those tables. 15 minutes went by and she would not budge. The manager comes over and tried to no avail to explain why she can not sit there but she insists and get lounder. The manager leaves, comes back 10 minutes later and you can see her pointing to other locations trying to get her to move. Meanwhile no one else is being seated. Finally the manager gives in and mom and dad sit in one of the 4 person tables closest to the glass and the other 4 members sit at the 4 person table behind them. The manager took their order and the servers looked like they didn't want to serve her as they knew it was going to be trouble (or that they knew there would be no tip involved). You guess it, finally they sat a couple at the table next to them (if you know this set up there are tables for 4 at the glass, but can be pulled apart to make 2 tables for 2). Mom was none too happy that someone was being seated so close to them and was just giving them nasty looks. Of course the new couple didn't have a clue of what we had been witnessing for the past 30+ minutes. Mom's family (behind them) never said a word and just quietly ate their food. Everyone at that table looked miserable. I can't imagine travelling with a person like that who uses such nasty and unpleasant tactics to get what they want. I guess you see all kinds.

BTW: As for priority for resort guest, I imagine that would be nice, but everyone has the same availability to make ADRs, so no, I don't expect priority service at the resort I'm staying at. I've stayed at WL plenty of times and tried to get into WCC last minute and couldn't. I blame no one but myself for not calling earlier in the day to see if I could get a last minute ADR.

 

[Mackey Mouse]

No problem Harambe.... just a general warning as we all get passionate about Disney, rules, and people who tend to forget that the rules are for everyone...

 

[LilGMom]

I, personally, wish that the CM/Manager would have stuck to their guns and turned the people away. By them allowing this family to just walk-up when they were booked they probably ended up making other people late for their ADR's since the people with ADRs now had to wait for a table. When you stay at a resort it only entitles you to a room and use of the amenities like the food court (during operating hours), the weight room, pool, transportation, etc. not a guaranteed spot at the restaurants.

While your friends might not be Disney guru they were informed about making ADRs, did not take the advice and shouldn't have been able to throw a tantrum to get their way.

Should I, as a DVC member rant and rave because I waited to long to make a resort ressie for MLK weekend? Should I demand that a person that is staying at a DVC through CRO be kicked out because I pay dues and should be "entitled" to a DVC room? No, paying dues doesn't give me any special entitlement to rooms if I don't plan accordingly.

 

[Allison]

No, he was not within his rights as a resort guest.

 

[apostolic4life]

Handling a "customer" in this fashion (letting them bully their way in) could have a domino effect if management is not careful. Who is to say this fellow will not make it a standard tactic since it worked for him this time, will other "guests" decide to push their weight around now after seeing his success with the tantrum or will others wanting to be seated as a walk-in now become upset because someone else got in without ADR's? Lots to consider as a manager when handling this kind of situation. It could have went downhill very quickly if others felt slighted due to giving in to the bully's disruption (of course most folks at WDW have pretty good attitudes). Many folks get frustrated while at WDW, but allowing someone to bully a CM into forgoing the rules sets bad precedent. I mean how bad could the "customer's" behavior get before crossing the line where removal was an option...... I would hope common decency on the bully's part would kick in before it got that bad though!

Management has to think about so many different things when facing someone like this. I would agree that doing something to make this customer calm down is needful, but I do not think seating him immediately was the best decision. I may have given him a table, but it would have been for later in the service so the witnesses to his fit would not think his methods worked. Maybe would have thrown in a free dessert too, but only if he was remorseful about his actions.