WDW email response to Resort Mug ?

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A few days ago I emailed WDW Customer Service asking if souvenier mugs could be brought back on another trip for continued use. I received the response today.

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Dear Cassie,

Thank you for contacting WALT DISNEY WORLD!

Please know that the "Souvenir Mug" program at Disney Resorts allow you to refill beverages (including hot coffee & tea) at your Resort for the length of your current stay.

This program is for your Resort only. It is not extended to refills at other Disney Resorts or Theme Parks.

If you have questions or need further assistance, feel free to contact us.

Please include your full name, E-Mail address, and reservation number if applicable on all correspondence.

Thank you!

Sincerely,

Melissa Perry

Online Guest Service
WALT DISNEY WORLD
P.O. Box 10100
Lake Buena Vista FL 32830-0100

guest.mail@wdw.disneyonline.com

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FYI only ~ for interested DIS'ers.

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[DMRick]

It's all in how you ask the question. You posted your note to her in the last thread. I started my question out a little differently and said I knew what the official policy was, and wondered, if I asked at the food court where I had been told to bring back my cup, and was told it was alright, would it be.

I was told that if the food court manager made such a decision, it was up to him. Mine was a phone call, after many transfers, but when the gal called back, that was how our conversation went. She also recognized to me, that they realize that some people were still being given that info (that you can bring the mugs back), and that some food court managers may give a different answer.

As I PM'd you several days ago..I don't see too many people saying they haven't seen the signs..I believe the questions in people's minds are why are they STILL (as late as this past weekend that I know of) being told if they buy the mug, they can bring it back on all other trips. I'll still go by what the individual food court manager tells me, since I also asked about upgrades, and the "official" Disney policy is (according to the same guest relationship gal), that you get the room you paid for, but we all know what happens when even those who won't ever bring back their mugs or ask to swim a pool at another resort or go 1 mile over the speed limit . respond when offered a room upgrade (as I would)

 

[Stimpy]

Oh Boy...here we go again!

BTW, thanks to both of you for researching this issue. Disney really needs to come up with a firm policy on this.

 

[gepetto]

Thanks for the info.

As usual everyone will just pick the answer they like best

*sits back and waits for the "nudge nudge...that's just the "official" policy, they don't really mean it" posts*

 

[DMRick]

*sits back and waits for the "nudge nudge...that's just the "official" policy, they don't really mean it" posts*

It's too bad that Disney isn't firm on many of their "official" policies...such as room upgrades, using swimming pools at other resorts, mugs, using quiet pools after they have closed, smoking on balconys, kids meals for people over the age limit (including seniors), Doing activites at resorts you aren't staying at (such as watching fireworks from the Poly or CR, going to the movie at FW Campground, fishing at POR, Using the Downtown Boat at POR, renting boats if not staying at a Disney resort, enjoying the electric light parade from the WL Beach, looking for hidden Mickey's at FW Lodge) etc. No wonder it's so hard to figure out which rules we are suppose to follow, and which ones are bendable!! Some of these things I never would have thought weren't open to all staying at a Disney resort, others I had no idea I could do, until I came to these boards.

The best advice I've ever seen on the Disboards, are to ask a CM/food court manager, guest service person, etc. when at Disney...that's what I do.

 

[peachgirl]

Disney really needs to come up with a firm policy on this.

Actually, I'm very glad they aren't firm on their rules. I wouldn't want to vacation somewhere that the policies were etched in stone and inflexible.

I really don't see the problem with them bending the rules when they choose to, well except on these boards. The only ones who seem to care are a few select people on this forum, WDW certainly doesn't.


The best thing to do is ask WDW when you want to know a definitive answer. If there's something I want or need I ask someone at WDW. If I'm given a answer, I assume the person who gave it has the authority to do so and I take them at their word.

The fact that someone on an internet chat board gets their panties in a wad over it doesn't bother me in the least. It's my vacation...it's between me and WDW and no one else.

Now that I think about it Disney does have a firm rule on this issue along with all the other issues everyone argues about here. The rule is....

They do what they see as the right thing to do for that particular guest, at that particular time. Works for me!

 

[Tea Please]

I really don't see the need to be emailing WDW customer service. It seems to me most people are well aware of what the signage says and will do what's right for them.

Personally, I sometimes can't remember to pack enough clothing let alone an old used mug that's been sitting in a cupboard for 6 months. But if someone else wants to re use a mug, it doesn't affect me in the least. Why should I care? I don't get why this is so upsetting to some.

 

[DMRick]

Actually, I'm very glad they aren't firm on their rules.

I really do agree with you. When I said the above, I should have said, for those that these things bother so much, Disney should have firm rules so you don't get so upset when people don't do as the signs say. Since they don't, I'll do what i have always done..ask first.

I forgot one other thing the gal said about the signs on the Poly Beach (or was in the CR? I don't remember). She said those signs were meant (as she remembers) so that people from MK, etc, wouldn't come and park out and rest on the beach, and at one time, when it was allowed, swim. Other resort guests are welcome to watch the electric water parade and fireworks from the beach. She said no need to ask, as it's not a "rule" that others can't enjoy the sight. Of course all my answers were just from the person who called me back..and we all know we can often get different answers from CM's.

 

[LvsTnk]

I don't think anyone has their panties or boxer shorts for that matter in a twist it is just a discussion

I do agree it is just a discussion board If I need an answer I will ask Disney directly which is what Cassie did and I thank her for sharing her reply.

Some people that visit this board are going for the first time and may not even know about the mugs.

 

[peachgirl]

I should have said, for those that these things bother so much

Yes, I think we do pretty much agree!

Maybe if the guests were as easy going and laid back about these issues as WDW is we'd all be a lot happier!

I don't think anyone has their panties or boxer shorts for that matter in a twist it is just a discussion

Then you haven't read too many threads about refillable mugs!

I was speaking historically, not the current thread... but give it time.....they will, they always do.

 

[LvsTnk]

Well, since this thread has already started out on that tone I am sure you are correct.

 

[Geoff_M]

Against my better judgement, I will respond once here...

I agree that the best thing to do is ask the local management on each visit on this issue.

However, it is factually incorrect to claim that only a select few people here "care". "Melissa" seems to care in her response to Cassie's query, as does the people that ordered the wording on the new CBR mugs, as does the person(s) that ordered the signage displayed in the food courts and snack bars.

I think everyone here can agree that local management is correct in having the latitude to deviate from policy in the name of customer service on a case-by-case basis. I may be putting words in Geppeto's mouth, but I would aim those comments at people who have popped up in past "mug wars" and advocate that no such policy exists and/or people are free to ignore it at will (and I don't include the present company in that group). The difference is an attitude of presumption.

I'll close with a reiteration of my personal belief.... It's better to give people who ask the whole picture on issues like this. "The policy is... but..." gives people a better understanding of the issue. I "care" only to this extent.

Peace.

 

[DMRick]

I'll close with a reiteration of my personal belief.... It's better to give people who ask the whole picture on issues like this. "The policy is... but..."

Again, someone I agree with. I only have a problem when people start name calling (calling people "cheap" for bringing back mugs, or moral issues get brought up, etc. People didn't make this up..it's been a practice at Disney for some time now). There are lots and lots of rules in Disney and in the world..and signage proves that Disney has rules...but a lot of us go several times a year, and have found out that Disney rules are often bent for the guests magical pleasure. So the "but" part in your answer is important.

Unfortunately sometimes people get disappointed (like when they fax for an upgrade and don't get it, or no towel animals in their rooms), and this may soon be one of the disappointing times to come..that those of us who have been told to bring back our mugs (in spite of signage), may find that Disney has decided to enforce what they haven't up til now. I recognize, that what may have started as a good will measure, with few people taking advantage, may have escalated enough through boards like this, and CM's giving the info out, and Disney may have decided that it's time has come to enforce the rule as it stands now. Hopefully they'll pass that info on to the food court workers/managers if so.