magic hours question

[tizzo]

That's inconsistent with your original post...



unless the nights you specified were the ones that were remaining that had EMH.....

I misspoke, you're right. MK and AK were the nights that still had EMH. If you alter my original as below it becomes accurate:

Upon arrival, when they handed us the handy consolidated times guide that shows the hours all week at each park, we learned that the EMH which were our primary reason for booking had been canceled for all but two of the four nights of our stay. One of those nights was MK, the park was already open fairly late anyway and the kids were tired, so we didn't even stay. The other night was at AK, which we didn't even do at all.

I don't even know for sure what the original hours or EMH were, just that there were definitely evening EMH all four nights, because it was a borderline decision whether to book or not even then. There's no way we would have booked the room if we knew what the schedule was ultimately going to be.

 

[tizzo]

However, I would suggest sending them a tactful and polite email expressing your concerns about the cancellation of EMHs for your trip. Like someone said in another thread, the only way they know that their actions generate adverse reactions is if they hear from the guests.

If nobody complains that they dropped EMHs, they'll think it's OK - just like they think it's OK to not fix the Yeti, because people are still getting in line and not going to Guest Relations.

If you're really super nice, and not a jerk (like most people who e-mail them), maybe you'll get a free Duffy the Wonder Bear plush doll for your loss

Well, I took your advice and emailed WDW - and since you took the time to write, I figured the least I could do is come back and post the outcome.

It was a while ago that I emailed them, and I had actually given up on getting a response, until they called me today to discuss the matter.

Out of the gate, the cast member was apologetic. She apologized for close to a minute before even broaching the possibility that I had misunderstood what I saw on the web site. She carefully spelled out the difference between morning and evening EMH, and told me that they almost never have evening EMH four nights in the same week outside of holiday weeks.

I let her know that I was aware of all of that, and was very specific about what I'd observed because it was so surprising that there should be evening EMH four nights in a row during the week I was there, and that what actually happened was in fact different from what was posted on disneyworld.com at the time that I booked. She apologized again, and told me she'd be speaking with the group that runs the web site since they understand how important accurate information is when you're using it for planning decisions.

Finally, she surprised me with the fact that they were going to compensate me for the inconvenience with three "Priority Entrance Passes" to be used during a future visit of my choosing. She's emailing me details and a confirmation number, but from what she told me this is the equivalent of three free fastpasses, good for me and my whole group.

This actually excited me more than you might expect, because the wife and I haven't been on TSM since the passholder preview because we're never in the park early enough to get a FP and we're not willing to wait on the standby line. Alas, restrictions on these passes are that they are "subject to availability", meaning that you can only get them (at guest services when you arrive at the park) for attractions for which FPs are currently still being distributed, and certain attractions (she mentioned TSM and Soarin' specifically) are excluded altogether.

Still, it's a nice gesture, and I'm impressed just to have heard back from Disney. As for TSM, I believe I just heard that Star Tours is reopening this May. Hopefully that will have some kind of effect on the line at TSM...

 

[Tom]

Well, I took your advice and emailed WDW - and since you took the time to write, I figured the least I could do is come back and post the outcome.

It was a while ago that I emailed them, and I had actually given up on getting a response, until they called me today to discuss the matter.

Out of the gate, the cast member was apologetic. She apologized for close to a minute before even broaching the possibility that I had misunderstood what I saw on the web site. She carefully spelled out the difference between morning and evening EMH, and told me that they almost never have evening EMH four nights in the same week outside of holiday weeks.

I let her know that I was aware of all of that, and was very specific about what I'd observed because it was so surprising that there should be evening EMH four nights in a row during the week I was there, and that what actually happened was in fact different from what was posted on disneyworld.com at the time that I booked. She apologized again, and told me she'd be speaking with the group that runs the web site since they understand how important accurate information is when you're using it for planning decisions.

Finally, she surprised me with the fact that they were going to compensate me for the inconvenience with three "Priority Entrance Passes" to be used during a future visit of my choosing. She's emailing me details and a confirmation number, but from what she told me this is the equivalent of three free fastpasses, good for me and my whole group.

This actually excited me more than you might expect, because the wife and I haven't been on TSM since the passholder preview because we're never in the park early enough to get a FP and we're not willing to wait on the standby line. Alas, restrictions on these passes are that they are "subject to availability", meaning that you can only get them (at guest services when you arrive at the park) for attractions for which FPs are currently still being distributed, and certain attractions (she mentioned TSM and Soarin' specifically) are excluded altogether.

Still, it's a nice gesture, and I'm impressed just to have heard back from Disney. As for TSM, I believe I just heard that Star Tours is reopening this May. Hopefully that will have some kind of effect on the line at TSM...

Hey, still better than a free Duffy plush doll!

Thanks for telling your story. I'm glad to hear they had a real person get back with you and at least pretend to express human compassion.

Have fun with the FPs, even though you can't use them for TSM.

 

[draybook]

I'd be happy with living close and being an AP holder.

 

[tizzo]

I'd be happy with living close and being an AP holder.

Make no mistake, I'm happy with my AP. But as I said, I booked a hotel room that I didn't otherwise need so that I could enjoy EMH with my family who was visiting from out of town, and then that EMH benefit was pulled out from under me. I paid for something and then didn't get it. That's never OK.