CMs and Disney brass going out of their way to make your trip "magical"

[Samoht]

The last time we went to Disney was July 2009. We checked in at the Polynesian and, although they dont guarantee specific rooms, the one we were given was not what we wanted. It really wasn't a big deal but I did explain the situation at the check in desk and they agreed to move us to a room more to our liking the next day. This seemed like a good solution until we thought about not being able to unpack our luggage and all that goes into changing rooms. The next day they took our stuff in the morning and we went to the park but couldn't check in until 4:00 which was a slight pain again. When we finally got into the new room the luggage didn't arrive until about 8pm that night. Now this wasn't the end of the world but, it did impact the first two days of our vacation. I went to the customer service desk or whatever they call it and explained what happened- I wasn't looking for anything,just wanted them to know I guess.

The manager there agreed to take the two nights that were impacted off the bill which was over $800! I was shocked. The next day when we returned from Epcot there were two HUGE metal tubs in our room. One was filled with autograph books and pens, Mickey and Minnie hats embroidered with my kids names on them, etc... The other had all kinds of chips, salsa, snacks,soda and mickey shaped chocolate covered pretzels and things like that!

I went down to thank them and the manager gave us 4 cards with unlimited play for the arcade and wanted to take us out for dinner that night(we already had plans so declined that one) and also said "theres a few more things we want to do for you guys" I was amazed.

Just wondering if we just happened accross the nicest cast member in the World or if this is common at DW. I didn't yell and scream or even ask for anything so it wasn't a case of the squeaky wheel getting the grease.

 

[EvanAnderson]

It's the Disney culture. If you did have a bad experience, were nice to the Cast letting them know about, and they realized that THEY were the ones who messed up, they'll do all sorts of things to make up for it.

However, if you are one of those who yelled at everyone you saw, blaming everyone, you probably would have gotten the $800 off your room, and that would be it. They would want to be done with you. ( I know you didn't do that, but 98% of people do).

 

[Disneydreamer23]

he probably did so much for you because you were so nice and calm about it.

 

[peachykeen]

As a person who works somewhere that is mostly getting yelled at about issues beyond my control, I can tell you that if you come up and are polite and act like a decent human to me, I will shower you with gifts and give you the World (almost...) It is so refreshing when someone is nice to you when you are expecting to be chewed out, and it does affect the way you are treated/compensated by the person you are dealing with.

Sure there are always CMs and employees who are always going to give the bare minimum no matter how polite the Guest/customer is, but at Disney, MOST CM's really do want to "Make Magic" if they can.

 

[Gracy_hm]

Wrote Disney

I wrote Disney World President Meg Crofton and within 4 hours of sending the
Email I received a call and they wanted to know all about it. No bad experience just asking for ideas to make a trip for someone going through allot to have an even more special experience. I couldn't believe it. I received a call from an amazing cast member at AKL that talked to me for 10 or 15 min her title was Assistant to the Front Office at AKL. She called back after requesting my reservation information she called and said she had picked a particularly beautiful view of the savannah for us. Just a response from the president of Walt Disney World sent me into a fanboy panic attack especially such a prompt response. I have yet to take my trip 109 days to go but she was wonderful. I don't expect anything free and don't think I was given anything I didn't pay for but that isn't the point I just greatly appreciated there serious interest and listening to contact me so fast and just chat and wish the person in my party well wishes to her and her family. Meg Crofton Rocked and so did Suzanne at AKL. The way they spoke and called is what keeps my money and vacations at WDW. Endless respect to all cast members for everything they do each day. I always show thanks to every cast member I see even if its just a thank you from custodial, retail, attraction, food location, entertainer, manager, or president they all have given me memories that without one of those employees being present could never happen.

 

[dave&di]

We had a similar problem at the Poly, we requested a TP view at Tahiti, but got Garden view at Napa Rui. We were told to keep checking to see if anything opened up, so we never actually settled in our room, or unpacked properly just in case. We kept checking and 2 days later got the view and building we wanted. We never made a fuss or moaned either, but we didn't get any treats or special treatment!!!! :shrug:

 

[erasure fan1]

Sometimes I feel that you get the better service at the regular resorts and not the DVC. We had an issue at old key west when my wife was 7 months pregnant and my father in law was needing foot surgery. We requested a room in 1 of 2 buildings so we were not to far from the bus stop and we asked for 1st floor. It was like they took the request and did exactly the opposite. :lol: We ended up as far from a bus stop as you can get on the 3rd floor. We were extremely nice about asking them for a change but it was like pulling teeth. They did finally move us but it ended up splitting up our party. We got a big bunch of nothing for the trouble. I know its crazy but it seems that when we dont use the DVC and pay ourselves at a regular resort, we get much better service. I feel like with the DVC they know they have your money so they dont need to try and wow you to come back. But someone whos not DVC they need to earn their repeat business so they go that extra little step.

 

[Motorpro]

I don't understand when Disney says they don't guarantee ,that when they don't get the room they expected people think have the right to complain much less get free stuff.

 

[dave&di]

I don't understand when Disney says they don't guarantee ,that when they don't get the room they expected people think have the right to complain much less get free stuff.

Who's said anything about complaining, or expecting free stuff? :dazzle:

 

[MickeyKimmy]

DH and I had a similar experience at DL too. We were staying at the Grand Californian and something minor happened like they forgot to give us something when we checked in and we had to go back to the front desk. It was so minor I honestly don't remember exactly what the issue was. Anyway the CM apologized profusely and said she would have something sent up to our room. We told her it was no big deal and it wasn't necessary, but when we got up to our room a short time later there was sparkling cider, and a tray full of desserts and goodies. That was a really nice surprise. Just the Disney way I guess when you get a nice CM.

 

[SleepingMonk]

Seems to depend entirely on the cast member.

We've had a few go well above and beyond to make up for minor mistakes.

And we've had several with terrible attitudes that couldn't care less.

 

[Buckeye]

I don't understand when Disney says they don't guarantee ,that when they don't get the room they expected people think have the right to complain much less get free stuff.

Maybe they booked a "pool view" and got a "parking lot" view?

I don't even know if those are real options at the Poly but maybe that was the case and they didn't get what they had paid for? Just throwing out an idea.

 

[SleepingMonk]

Maybe they booked a "pool view" and got a "parking lot" view?

I don't even know if those are real options at the Poly but maybe that was the case and they didn't get what they had paid for? Just throwing out an idea.

Just went through that last weekend at Animal Kingdom Lodge.

We booked a savannah view and they tried to put us in a parking lot view. They said they couldn't change it because we booked via the Disney Run group page. I've been enough to know the deal at this point so I just politely asked for the manager right out of the gate and he fixed the issue. Not a big deal but it was obvious the girl working check-in was new and just a bit clueless.

ETA: Why does Disney treat king beds like they're the world's greatest luxury? Getting a king sized bed at a deluxe resort is like hitting the lotto.

 

[dave&di]

Maybe they booked a "pool view" and got a "parking lot" view?

I don't even know if those are real options at the Poly but maybe that was the case and they didn't get what they had paid for? Just throwing out an idea.

Regarding the Poly, you can book a view, but you can only 'request' a particular building or floor, it doesn't mean you will certainly get it.

I don't know what Motorpro is on about though?

 

[Club Cooloholic]

I wonder how many emails poor Meg Crofton is going to get today from people asking for advice on how to make their trip extra special..LOL

 

[angela02]

August of last year we were at Hollywood Studios and I saw a backpack I wanted but decided to wait to purchase it on our way out that evening. We walked by the gift shop at closing and saw the doors were closed and while disappointed I knew it was my fault for not buying it earlier. As we continued our walked down the pathway we stopped to allow someone to exit the store and we noticed their name tag. My DH asked what time the gift shop closed so that I could return the next evening to purchase the backpack. She asked us to wait a minute because she had to go back inside and when she returned she had the bag in hand. She asked if this was the one I wanted and I told her it was and I started to move to the door expecting to be let inside so that I could pay for it. She then told me to consider it a special gift from Disney and to enjoy the rest of our trip. I asked several times to allow me to pay for the bag and she refused and then proceeds to engage in a lengthy conversation with us. Needless to say I was completely floored. I use that backpack on a regular basis and it always reminds me how perfect "The World" really is and why we spend our vacations there.

 

[Gracy_hm]

I wonder how many emails poor Meg Crofton is going to get today from people asking for advice on how to make their trip extra special..LOL

God I hope not. This wasn't some shameless "hook me up" question to Ms. Crofton it was legitimate information requests about someone with late stages of terminal cancer and the logistics of keeping them comfortable. Please don't Email nonsense to people.

 

[dizneykev]

We had a really neat instance last summer at Walt Disney World. My son had watched Toy Story 3 and was absolutely obsessed with obtaining all the toys from the movie and display them in his room. The only Lotso bear we could find was going for around $60 at Target and we told him to wait and we would find one for sure on vacation. Every day he looked for a Lotso, we were told they had him, but he sold out very quickly. Then, one day at Epcot, we were walking through the little stores between Canada and Mexico at the entrance to World Showcase. He walked around a corner, looked up and there he was, a brand new Lotso bear. He freaked out, started jumping up and down and was so excited. We got him down and went to the register to pay for him immediately. The cast member took the bear, cut all the tags off and then pickup up the phone. He made a call to some number and handed the phone to my son. It was Mickey on the line telling him he wanted to give him it for free.

The cast member said he got such joy out of seeing how excited he was over the toy, he wanted to extend that joy to my son. It was very magical and a memory we will not soon forget.


Dismania

 

[Club Cooloholic]

God I hope not. This wasn't some shameless "hook me up" question to Ms. Crofton it was legitimate information requests about someone with late stages of terminal cancer and the logistics of keeping them comfortable. Please don't Email nonsense to people.

I hope nobody does too, and I think it was really amazing that she and the CMs responded the way they did! I was half joking but I hope people do as you have said and please don't go out of your way to contact these folks unless you have a real question or concearn.

 

[ta2mama]

August of last year we were at Hollywood Studios and I saw a backpack I wanted but decided to wait to purchase it on our way out that evening. We walked by the gift shop at closing and saw the doors were closed and while disappointed I knew it was my fault for not buying it earlier. As we continued our walked down the pathway we stopped to allow someone to exit the store and we noticed their name tag. My DH asked what time the gift shop closed so that I could return the next evening to purchase the backpack. She asked us to wait a minute because she had to go back inside and when she returned she had the bag in hand. She asked if this was the one I wanted and I told her it was and I started to move to the door expecting to be let inside so that I could pay for it. She then told me to consider it a special gift from Disney and to enjoy the rest of our trip. I asked several times to allow me to pay for the bag and she refused and then proceeds to engage in a lengthy conversation with us. Needless to say I was completely floored. I use that backpack on a regular basis and it always reminds me how perfect "The World" really is and why we spend our vacations there.

How awesome!