Was he within his rights as a resort guest?

[Mamu]

There are some people who think it's their right to push aside others for their own comfort and enjoyment. It does sound as if it was a very frustrating week and the Dad just snapped.

There are also some people who just won't listen, they think your nuts when you say make ADR's.

Years ago we would make our dinner plans each day. Not anymore. It's very difficult to plan months and months ahead, but you make those ADR's and if you change your mind, you just cancel, there are always other to fill your canceled seat.

So make those ADR and have an enjoyable vacation. One that you and your family will remember as Magical.

 

[Cobbo]

Honestly I'm not sure how I feel on the OP's story...on one hand I can sympathize with the resort guest's feelings (and I'm none to fond of the whole 180 days ADR process anyhow), and on the other hand I tend to be one of those quiet people who goes with the flow & would have accepted that the restaurant was booked up with "reservations" and would have gone to one of the other dining options at the resort, thereby accepting responsibility for my failure to make ressies....

All in all, I guess it just makes me wistfully think of the times in yester-year when ADRs were effectively day of, or when you started your stay on property and not 1/2 a year away...it certainly cuts down on the fun and spontaneity of a VACATION to the happiest place on earth....oh well, it's a good thing I keep my AP & live less than 2 hrs away by car...so I can manage to try & balance some planning & spontaneous trips...

 

[sotoalf]

All in all, I guess it just makes me wistfully think of the times in yester-year when ADRs were effectively day of, or when you started your stay on property and not 1/2 a year away...it certainly cuts down on the fun and spontaneity of a VACATION to the happiest place on earth....

But if you go to WDW in a less busy time of year, you're still likely to get a same-day reservation at a restaurant like Kona Cafe. The OP said her friends traveled during the busiest time of year.

 

[Booyakasha]

Not knowing how something works is no excuse. Your friend didn't take the time or make the effort to figure out how dining at DW works. Therefore he deserves no special treatment. Just becasue he spends more money than someone else does not give him the right to special treatment.

I am shocked at how many people spend tons of money on vacations and don't do much research. They expect things just to work out and get really upset when they don't. I am not just talking about DW but I have seen it in the Carribbean at Ski Resorts and hotels in big cities it just doesn't matter.

You wouldn't buy an expensive car with out test driving it or at least reading reviews on it. Why would you take an expensive vacation and not do just a little research?

B.

 

[Pirate's Princess]

While I can understand the guest's frustration, throwing a tantrum is just childish. It's your fault that you didn't listen, especially when someone told you to make the ADRs. Like people said, if you change your mind, then cancel. True you are at a resort and you should be able to eat there--at the food court. The sit-down restaurants are an entirely different ballgame. He should have just gone to Capt. Cooks and not be so whiny. Yes you paid money, but you paid for a bed, not for a table at a restaurant.

I understand why the CM let him sit, because it would have been a bigger hassel to deal with the guy. Throwing a tantrum, disturbs the guests and distracts the CMs so no one enjoys themselves. If it were me, I'd bring out a folding table and chairs, and I would probably have spat in their food. Trust me, after working in a restaurant, you do NOT want to piss off the staff.

 

[TDC Nala]

Disney's policy is that resort restaurants are open equally to all comers. They do not reserve places for guests of the resort where the restaurant is located.

Because WDW is so large and offers many alternatives, I don't think this is a bad thing.

Although I think the resorts should advise guests that full service dining is not easy to get unless it's previously planned for.

There are posters for Jiko and Boma in the elevators at AKL... the last time I was there I noticed there had been a sticker put on the posters that said "reservations required."

 

[Uncleromulus]

To answer the question -no, he wasn't within his rights to actually GET a seat. No one can stop anyone from throwing a fit, but I'm sorry to see management cave in that way.
"No--sorry. As we told you several times already, we're full for this evening. And if you keep this up, we're going to call security".

 

[Aliceacc]

Can we assume that the tantrum-thrower ate ONLY at the Poly during his stay?? Otherwise the guests at all the other resorts would have had first dibs on those restaurants. People on the DDP should, by the same reasoning, have dibs over those not on DDP (since they're spending all that money on TS meals.) People who buy longer day tickets to the parks should have first dibs on the Epcot restaurants, since they're funneling more money into the parks... I could go on and on.

He was warned by the OP that he needed ADRs. He chose to ignore those warnings and had a tantrum when things didn't work out. Management went for the greater good and gave in, so that the other patrons of the restaurant (the ones who followed the rules) wouldn't have their dinners ruined by the man's tantrum.

His sense of entitlement was misplaced. He acted like a petulant child.

 

[NMW]

I think the guys behavior sounds pretty bad. While I feel bad for people that go to WDW without any planning, it's not like the info isn't out there. Go to any bookstore and there are 20 different guide books. Google Disney and you get tons of websites like the Dis, etc. I mean, before I went to Aruba, I bought a guide book.

My friends SIL demanded she and her daughter get in for Cinderella's breakfast without an ADR. She made a scene about it being her daughters birthday (it was really 2 weeks prior to this), first trip ever, etc. She got in. However, I think it had more to do with the fact that she was there Oct 2001 (a month after 9/11) and according to my friend, the place was pretty empty. The worst part is that my friend TOLD her sister in law in the summer to make a reservation for the breakfast if she wanted it and of course, she didn't.

And she wasn't even staying at the POLY, or any other deluxe resort-she was off-site!

 

[MakiraMarlena]

People on the DDP should, by the same reasoning, have dibs over those not on DDP (since they're spending all that money on TS meals.)

I think it could be argued that people who are not on the DDP will spend more on a single TS meal than would someone ON the DDP.

 

[disndatworld]

WDW is culture shock for dining... Who has ever heard of a resort where you can't eat in the on-site restaurant at all unless you made your ressies probably a long time in advance?

That being said, welcome to the shock and get used to it. That's just the way it is. But I would not be in opposition to an official policy change that resort guests can have walk-up privileges at their own resort... not ahead of other guests, just keep seats available.

 

[Aliceacc]

"I think it could be argued that people who are not on the DDP will spend more on a single TS meal than would someone ON the DDP."

Good point.

Either way, if we accept his reasoning, we can make a case for his not getting a seat at any restaurant NOT at the Poly.

 

[Jaymie]

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.

I would agree somewhat with this post, but in all honesty I don't have the energy to throw a tantrum at a restaurant (or anywhere else) just to get what I want. Life is too short. I think some other guests will try these tactics, but really most people just go with the flow. I would rather eat burgers for a week than make a total fool of myself, like the lady at the Coral Reef from PP. For sure they spit in her food!! But I'm guessing people who behave like that are used to eating a little spit.

 

[robsmom]

WDW is culture shock for dining... Who has ever heard of a resort where you can't eat in the on-site restaurant at all unless you made your ressies probably a long time in advance?

That being said, welcome to the shock and get used to it. That's just the way it is. But I would not be in opposition to an official policy change that resort guests can have walk-up privileges at their own resort... not ahead of other guests, just keep seats available.

I agree with you 100%. My favorite and less favorite thing about Disney is the dining. I have this love/hate relationship. I think that some of the restaurants are fabulous and via help from the DIS and planning, I have been able to experience a great variety of places. That said, I think this is a big problem for Disney. They do not have enough TS restuarants and they do not have enough resort dining to accomodate resort guests and allow other park guests and locals to dine at the resorts. There is really no other vacation resort that I have stayed out in which i had to plan my dining far in advance or that I am told there is no place that i can eat a sit down meal that night. I also can't think of anywhere else that i have a reservation yet are routinely kept waiting for 30-60 mins such as you find at ohana and some other restuarants. I think that each Disney resort needs one table service restaurant that maintains some reasonable amount of walk up dining for guests of that hotel, they can tell the person to come back in a hour or two but you should be able to get a meal at your hotel. In most vacation spots, you show up for your vacation, talk to the concierge and get to dine. Maybe the 1st night you end up at a 2nd choice or at an early/late time but for the most part if you want to eat at your resort each night you can and you can dine in different restuarants. We tend to be early night people and often don't venture far for food. It is common for us to enjoy a hotel restaurant on monday or tuesday and go back on thursday or friday. We have been to vegas a few times. I will make a few key reservations in advance (Emeril's or some other name place) but on the other nights you can always find some sort of food.

 

[JJ&JSMOM]

Just my .02. Disney has changed and for those folks that haven't gone for a while or at all just don't get it. You need ADRs and I went through this argument w/my DH. He thinks its ridiculous that we need to know where and when we want to eat 6 months out - heck I don't know what I'm having for supper tonight. It is a pain in the neck but thats the way it is now - live and learn I say.

I think instead of making a scene he should have gone to the concierge desk and checked availability. If people are flexible they'll get in. We stayed at the Poly in October and I did make my ADRs (thanks everyone who helped me ). Well- one was for Kona Cafe and we loved it so much we wanted to to check out the breakfast (which is probably easier to get into then dinner). We had no problem getting an 8:10 ressies the next morning. At the concierge desk, they did ask me if I was staying at the Poly and I said yes and she verified my room number (I'm assuming as she asked for it). So I think they have some vacancies for their resort guests. Personally he made a "you know what out of himself" in front of lots of people and no one is impressed I'm sure especially his family.

 

[mermaid&cinderella]

Well that is just childish, how old was this person, 12??????
Why would anyone go somewhere unprepared, especially Disney?
I don't think he should have been seated. He just made someone who follows the rules and made an adr wait even longer for their table. WRONG!People like that should not be allowed at such a magical place like Disney!

 

[jarestel]

Unfortunately, throwing a hissy fit and being rewarded for it by getting your own way simply encourages others to do the same thing. The manager solved his immediate problem by caving in but probably created more headaches in the long run by having to deal with the exact same scenario over & over. The manager chose the lazy person's way of solving problems. Is it any wonder that so many WDW guests we hear about on these forums think having a tantrum is the only way to get things done?

I don't even think I blame the guest since if the goal is getting what you want, the guest outsmarted the manager in this case. It would have been more beneficial for all concerned if the manager had a clue as to how to manage situations like these.

 

[marlynnp]

The manager should have told him him he was welcome to go back to his room and order room service.

 

[sandym718]

To answer the question -no, he wasn't within his rights to actually GET a seat. No one can stop anyone from throwing a fit, but I'm sorry to see management cave in that way.
"No--sorry. As we told you several times already, we're full for this evening. And if you keep this up, we're going to call security".

I think that's EXACTLY what should have happened. Also, refer him to room service and/or Captain Cook's.

Really, what did this guy expect? It's the busiest time of the year, there's tons of restaurants Anywhere that you just wouldn't be able to walk up and get seated.

Rewarding bullying and inappropriate behavior only encourages the behavior. This man is probably more likely to exhibit this type of behavior in a variety of other situations now in order to get what he wants.

I know Disney wants to "keep the peace" but I think they're too lenient with this sort of thing. That woman at Coral Reef should've been escorted out by security too!

When Disney gives in to this sort of behavior, they are showing they value LESS the people who do things the right way, because someone with an ADR had to wait longer for their table due to their behavior. Believe me, if I was sitting there waiting for a table and witnessed this, I would have been registering a complaint with the manager - whether it was my table or not. Some innocent family got "screwed over" by this.

 

[skipperkim]

To answer the question in one word, NO. But curious here, are they ever going to go back? If so, will they make ADR's or just use his temper to get into a restaurant? I imagine it won't work at every restaurant at WDW. I do know of one couple that lied about having an ADR and were given a table before the entire waiting crowd. That said, I have had Disney mess up one of my ADR's, but talked to the manager days before my ADR and was put on a wait list. We ended up eating at our desired time and place. There was even empty tables. So while it may be the magical place to be, not everyone feels the magic.