Who do you contact with problems?

[HoneyPooh]

Can someone tell me who you would contact with a problem you had at a Disney restaurant?

 

[GIOny]

I have a feeling they don't want you to lodge any complaints. The only thing I could find was in my unofficial Disney book was an address where you could address your complaints, this is it:
Walt Disney World Guest Communications
P.O. Box 10000
Lake Buena Vista, Florida 32830-1000

Good Luck, I hope someone listens to what you have to say!

 

[whacked]

I would call and ask for guest services. This is whom I was told to contact if I had a problem.

Get the person's name you talk to, and ask them to call you back with the resolution. It makes them have to take some personal responsibility.

 

[shaylahc]

When I had a problem at Ohana, I called the Disney Dining number and the person gave me the Ohana manager's phone number and I got a return phone call the same day.

 

[HoneyPooh]

Thanks everyone! I'll try calling first and see how that goes.

 

[bicker]

I know from personal experience that they DO want to hear feedback. However, as with any restaurant, there is an appropriate channel for providing that feedback.

First, you need to express your dissatisfaction to the server. That person is your personal liaison to the restaurant. If you don't get satisfaction from that, then you need to discuss the situation with the manager of the restaurant, at the time the problem is in evidence. That should address the issue, especially at WDW. They have some of the most courteous and helpful restaurant managers and executive chefs I have ever encountered.

After you leave the restaurant, the opportunities to provide feedback are less vital. This is because of a long history of abuse of Disney's generous guest recovery program by guests. The PO Box mentioned earlier for Guest Communications is the channel at that part of the process but be prepared to have to have your issue addressed in a completely different manner, with courtesy, yes, but without any real means of validating the issue, many folks find that complaining after-the-fact doesn't yield the kind of results they were aiming for.

 

[HoneyPooh]

I did address my problem at the time and it was resolved to an extent. I do want to follow up with a letter or phone call as well because of the time wasted. I'm not really looking for any compensation ( I now, everyone says that right?!) just want to let the powers that be know what happened and how dissapointing it was for us.

Our problem was this:

Had an ADR for Yachtsman's at 7:30. We were seated within 10 minutes. By 9:30 p.m. we were still awaiting our main course and our server had visited us repeatedly to say that because we asked for our steaks well done it was taking a long time. Meanwhile tables all around us had come and gone...one table turned over TWICE. Finally at 10:00 our steaks arrived, we cut into them and they were raw. I don't mean pink or very pink, I mean they bled all over our plates. They had obviously missed our order and had thrown the steaks on, flipped them over and served them up.

We let our server know that we could not eat those and at that point did not want to be there anymore. She was very nice and said she would get her manager. 40 minutes later he arrived said "very sorry, you will not be charged for your meal, goodnight". What meal? We had appatizers and iced tea.

It was nice that we were not charged the points on our dining plan but we expended a LOT of time there and did not actually get a meal. By the time we took the bus back to Pop the food court was done and we ended up feasting on tortilla chips and salsa from my son's birthday gift bag. That was the evening before we left the next day so we wasted our last night. It ended up being about 7 hours from getting on the first bus there to getting back to the hotel at midnight. We did that the night we went to Narcoosees and it was a lot of time expended but was well worth it, Yachtsman's stole our 7 hours. They should have told us there was a problem with our order right away and we could have made the decision if we wanted to wait or leave. Because it was our last night, we each ended up with two TS credits left and no ADR's or really any time to use them. We ended up having them converted into CS credits and had lunch at the resort before we left. We left four TS credits behind when we left.

 

[SaraMc]

Perhaps its me and because I work in customer service, but I would have been looking for my server 20 minutes after my food had not arrived. Its amazing how quickly servers come running when you actually get up and wander around looking for one. I myself would call the resturant and speak to the General Manager. Explain what happened and how you felt as a consumer they need to know about the service you recieved and while the manager on duty tried to fix it by not making you pay for it but eating is a good thing and that a steak doenst take that long to cook, even if you wanted it Well done, charred and cooked somemore. That you should have been the #1 prority to make sure that you left full and happy.

Goodluck