Worst Customer Service Phone Conversation

[Yngpreacherman]

So, my wife and I are going to Disney for her birthday in August. I was calling to make reservations at some basic restaurants (50's prime time, Via Napoli, San Angel Inn., etc.).

I have spoken with Disney through the phone multiple times on multiple occasions and have always had a GREAT experience.

However, this time was much different. I asked the woman from Disney if it is "ok" to split meals. The portions are usually huge and we like to get app. and desserts as well. The woman told me that it was against policy to split meals. I told her we were not on a DDP and she said it was still against policy. I asked her if I could see the policy (through e-mail or online). She then went on this rant on how I am trying to cheat the system and rip Disney World off? I told her I was not trying to do anything but eat the food I pay for. She told me I could make a reservation for "one."

Is it really against policy to split plates? Will they charge you for another adult meal? That is what this Disney rep. told me.

Anyways, I find it ironic how much $$$$ I throw at Disney and yet get accused of trying to CHEAT the system when asking a question? Give me a break! Makes me glad that I am spending two days in Universal!

 

[morethananyonex]

So, my wife and I are going to Disney for her birthday in August. I was calling to make reservations at some basic restaurants (50's prime time, Via Napoli, San Angel Inn., etc.).

I have spoken with Disney through the phone multiple times on multiple occasions and have always had a GREAT experience.

However, this time was much different. I asked the woman from Disney if it is "ok" to split meals. The portions are usually huge and we like to get app. and desserts as well. The woman told me that it was against policy to split meals. I told her we were not on a DDP and she said it was still against policy. I asked her if I could see the policy (through e-mail or online). She then went on this rant on how I am trying to cheat the system and rip Disney World off? I told her I was not trying to do anything but eat the food I pay for. She told me I could make a reservation for "one."

Is it really against policy to split plates? Will they charge you for another adult meal? That is what this Disney rep. told me.

Anyways, I find it ironic how much $$$$ I throw at Disney and yet get accused of trying to CHEAT the system when asking a question? Give me a break! Makes me glad that I am spending two days in Universal!

You got bad (and rude) info. You are absolutely allowed to order whatever you want (and pay for only what you order) at restaurants that do not have a fixed price.

At a restaurant like Chef Mickey's, you will be charged per person. At a restaurant like the ones you mentioned you will be charged for as much or as little as you order. Hope you stuck around for the survey after the phone call.

 

[kmb584]

So, my wife and I are going to Disney for her birthday in August. I was calling to make reservations at some basic restaurants (50's prime time, Via Napoli, San Angel Inn., etc.).

I have spoken with Disney through the phone multiple times on multiple occasions and have always had a GREAT experience.

However, this time was much different. I asked the woman from Disney if it is "ok" to split meals. The portions are usually huge and we like to get app. and desserts as well. The woman told me that it was against policy to split meals. I told her we were not on a DDP and she said it was still against policy. I asked her if I could see the policy (through e-mail or online). She then went on this rant on how I am trying to cheat the system and rip Disney World off? I told her I was not trying to do anything but eat the food I pay for. She told me I could make a reservation for "one."

Is it really against policy to split plates? Will they charge you for another adult meal? That is what this Disney rep. told me.

Anyways, I find it ironic how much $$$$ I throw at Disney and yet get accused of trying to CHEAT the system when asking a question? Give me a break! Makes me glad that I am spending two days in Universal!

Ah, I see that the phone CM are continuing their great customer service. It's NOT against policy to split a meal.

 

[pbrim]

My understanding is that at buffets, each person in the party is charged, even tube-fed kids that are physically unable to eat. However at a la cart dining, you are charged for the food you order, and what you do with it after it reaches your table is your business.

 

[Maggie'sMom]

It's sad, but you are actually more likely to get accurate information posing the question here on the DISboards than asking a CM over the phone.

As the PPs said, there's no policy against splitting meals in most cases. I have heard it isn't allowed when using the DDP at some restaurants (Via Napoli being one), but you clearly stated you wouldn't be using the DDP. ETA: And of course, you pay for each person at a buffet or AYCE meal.

 

[myadventurebook]

Why are phone CMs so inaccurate all the time (genuinely curious)? I have never spoken to them myself, so I haven't experienced it, but some of the stories I read on here are just wild... Are they just improperly trained/not trained/not supervised?

 

[SugarQuill]

We've never been given any grief over splitting anything at a TS. In fact, sometimes we will split an app and a dessert between the two of us if we aren't starving, and I'm positive there is nothing against that (except the cases of all you can eat).

 

[Mum23]

My understanding is that at buffets, each person in the party is charged, even tube-fed kids that are physically unable to eat. However at a la cart dining, you are charged for the food you order, and what you do with it after it reaches your table is your business.

Is that true? That can't possibly be the case.

 

[ses1230]

Except for the exceptions stated (aycte, buffets, dinner shows, Fantasmic package, CP package) and maybe the non-Disney owned places - Via Napoli come to mind - you can split a meal.

 

[morethananyonex]

Is that true? That can't possibly be the case.

Yes, it is true.

It's because Disney considers the entertainment at the meals (the characters etc.) as part of the cost. Some people have reported being able to get out of the charge, but yeah, Disney charges per person whether they eat or not, even if they aren't able to.

 

[POOHsie]

Splitting meals isn't allowed at buffets, all-you-care-to-eat meals, and if one person is on the dining plan but the person they're sharing with is not on the dining plan. I also presume it's not allowed on a prix fixe dinner. Via Napoli doesn't allow splitting meals when using the Dining Plan. Not sure if they have a cash/CC policy also. They aren't a Disney restaurant and have some strictness at their place.

Sorry about the terrible, rude response of the CM. One thing I've learned as I become more and more of a Disneyworld veteran, is that if the CM you spoke with gave you an answer that was not what you expected, you simply toss the conversation out of your head and call again. You might need to call a third time or a fourth. There is a tremendous amount of wrong info the Disney CMs are handing out, and it pays off to keep trying. I had to do that just recently when booking my (180+10) ADRs with a Disney split stay. Two separate CMs wouldn't book my entire stay, just the first resort. Said the computer wouldn't allow it. The third CM I called was able to handle it, with no problems!

 

[surferdave]

I've never had a rude CM, just wrong ones. I've learned that if they believe or tell me something that I know is wrong (that stops me from getting what I need from them) not to try to convince them otherwise. I just tell them thanks but I gotta see a guy about a thing, bye! Then I call back and hopefully get someone different who helps me.

Before my last trip I wanted to change my resort from POFQ to POR and the first CM I called claimed there was no vacancy (I had already checked myself). I promptly said thank you that's all sorry no more time, hung up, called back, got another CM and made my change.

 

[Mum23]

Yes, it is true.

It's because Disney considers the entertainment at the meals (the characters etc.) as part of the cost. Some people have reported being able to get out of the charge, but yeah, Disney charges per person whether they eat or not, even if they aren't able to.

Then prorate the "entertainment". That is absurd and I wouldn't stand for that. I get that the show is part of things but then really, give the parents a break and charge 1/2 or something. That makes me sad.

 

[ashprincess]

Yes, it is true. It's because Disney considers the entertainment at the meals (the characters etc.) as part of the cost. Some people have reported being able to get out of the charge, but yeah, Disney charges per person whether they eat or not, even if they aren't able to.

Not always true! Called specifically for this reason before booking. If you are using the dining plan they must still get credits but if they do not eat (and be warned they will watch you really closely to see if they even attempt a bit) then you are not charged for them. We went to 2 buffets (akershus and crystal palace) on our last trip with disabled sister in law who can only eat puréed foods and is on a strict diet because of meds and stuff we were not charged for her at either meal though she did still get to interact with the characters. As I said though the waitress especially at the crystal palace watched us all really closely (annoyingly closely) to make sure we didn't feed her anything other than the baby food we brought in! They charged us like she was an infant and therefore we didn't pay for her meal

 

[Sydney2977]

Our family of four shares meals all the time at ts restaurants, even on the dining plan, and have never had a problem. Every server at every place has been totally understanding and never even really questioned it. We order two to three meals and if we get extra drinks we just pay oop. The only time we get charged for all our of us is at buffets like Boma or family style/all you can eat places like O'hana or Whispering Canyon. We never had problems at character meals either.

 

[chrismb22]

I have nothing to say about that customer service but HORRIBLE. Disgrace.

As for the every person is charged fee, we did a LOT of buffet breakfasts when my son and niece were under 3. We never paid for them. We also did the all-you-can-eat at WCC for dinner (and for breakfast I think) and didn't pay then either. They happily brought out an extra plate for each of them.

We only paid for milk or whatever we we got for them to drink.

 

[morethananyonex]

I have nothing to say about that customer service but HORRIBLE. Disgrace.

As for the every person is charged fee, we did a LOT of buffet breakfasts when my son and niece were under 3. We never paid for them. We also did the all-you-can-eat at WCC for dinner (and for breakfast I think) and didn't pay then either. They happily brought out an extra plate for each of them.

We only paid for milk or whatever we we got for them to drink.

That's because under 3's aren't charged, ever, unless you specifically order something for them. Under 3's can eat whatever they want at buffet/family style, and can eat off an adults plate at a la carte restaurants without being charged.

 

[MakiraMarlena]

One of the first things you learn when you are doing research here for dealing with Disney is that you do not ask the phone agents anything that doesn't pertain to their specific function (which, in the case of the restaurant reservation line, is making restaurant reservations). They have no idea whatsoever what the policy is at individual restaurants. Which is reflected by the fact that the person you spoke to gave you a completely incorrect answer. Splitting plates is absolutely fine at most WDW restaurants. Of course you will not be able to feed two people for the price of one at buffets, all you can eat or anywhere that you pay a fixed price per person (exception for children under age 3), but at a la carte restaurants I can't think of any that won't allow it (unless you're on the dining plan, then a couple of things change)

Why are phone CMs so inaccurate all the time (genuinely curious)? I have never spoken to them myself, so I haven't experienced it, but some of the stories I read on here are just wild... Are they just improperly trained/not trained/not supervised?

Because the function of a restaurant reservations CM is to make restaurant reservations, not to know every single policy at every restaurant on property (and different restaurants do sometimes have different policies - and there is really no Disney-run information clearinghouse that keeps track of all these policies). But they're not allowed to say that, apparently; they have to give some sort of answer, and many of them give incorrect answers.

 

[kaybird]

Not defending the rude behavior. However, it is accurate that Via Napoli does not allow splitting whether you are on the dining plan or not. It is remotely possible that she was on that screen when speaking to you, but as others have said, if I am not clicking with one of the phone CM's, I just call back until I get a GREAT one!!!

 

[carlyle688]

Because the function of a restaurant reservations CM is to make restaurant reservations, not to know every single policy at every restaurant on property (and different restaurants do sometimes have different policies - and there is really no Disney-run information clearinghouse that keeps track of all these policies). But they're not allowed to say that, apparently; they have to give some sort of answer, and many of them give incorrect answers.

This is one of my pet peeves. Why can't they just say they don't know or put you on hold and ask someone? Why on earth would Disney have them to give out wrong information????