Magical things DO still happen!!

[MickeyMomV]

So my SIL just came back from what was supposed to be a 5 day 4 night stay with 3 days in the parks. She went down with her 6 year old son, a girlfriend and the girlfriend's son. None of them are "Disney pro's". Well on the evening of her last full day she found out that due to a snowstorm up in Michigan her flight was delayed 2 days!! This was only her 2nd trip and her husband was unreachable on a snowmobile trip in the middle of Michigan's UP so my husband (her brother) got the text, WHAT DO I DO!!! The answer was simple, go to guest services and see what pixie dust they may have. What happen next was amazing!!! She went to GS and explained what happened. GS immediately went to work for her. There was no available rooms at WDW so they helped book her a room at the Dolphin. Not wanting her to be stuck in the room for 2 days they comp'd them park tickets and gave them 3 open fast passes for their scheduled last night and 3 more open FP's for each day they added. They then cashed out all of her dining credits so they could used the $$ for meals over the next 2 days. On check out day they arranged for luggage transfer to the Dolphin and said they would take care of everything. THANK YOU WDW!!
The story doesn't end there. So they got to the Dolphin after breakfast reservations at O'hana. Upon Check-in at the Dolphin, they asked my SIL about her luggage. The Dolphin explained it can take a while for the luggage transfer and then gave her a $100 gift card to be used onsite to buy new swim suits for the pool and whatever else they may need.

I read posts on here all the time about how WDW is cutting back and how the service is going down hill. Well this is one situation where WDW could have said sorry, we'll get you a cab so you can try another hotel. Instead they went above and beyond to do whatever they could to turn a bad situation into great experience!!

 

[JIMINYCR]

Great story youve shared. Thats a lot of $$$ and services Disney turned over to someone in need. Yes Disney is amazing and they do magical things every day that no one hears about. Its the negatives that some people want to keep pushing to show how greedy, nasty, Disney just wants to steal everyones money. Glad they got to experience Disneys best side.

 

[Bender123]

Great story youve shared. Thats a lot of $$$ and services Disney turned over to someone in need. Yes Disney is amazing and they do magical things every day that no one hears about. Its the negatives that some people want to keep pushing to show how greedy, nasty, Disney just wants to steal everyones money. Glad they got to experience Disneys best side.

It is a great story! WDW is still head and shoulders above the competition.

One quick distinction...The issue has never been about how greedy the cast members are, its how greedy the company is. I truly believe the rank and file staff do pull out the stops to make everything magical, but it can be hard to see that through the demands of an ever increasing squeeze on spending and cost.

 

[21stamps]

It is a great story! WDW is still head and shoulders above the competition.

One quick distinction...The issue has never been about how greedy the cast members are, its how greedy the company is. I truly believe the rank and file staff do pull out the stops to make everything magical, but it can be hard to see that through the demands of an ever increasing squeeze on spending and cost.

A cast member can’t do that without the company allowing them to.


Great story @MickeyMomV !!!!

 

[JIMINYCR]

It is a great story! WDW is still head and shoulders above the competition.

One quick distinction...The issue has never been about how greedy the cast members are, its how greedy the company is. I truly believe the rank and file staff do pull out the stops to make everything magical, but it can be hard to see that through the demands of an ever increasing squeeze on spending and cost.

I understand the distinction between the CM's and Company. The CM's cant give away perks, extras, comped rooms, park tickets unless Disney allows them to have the freedom to do so. Its not their money, it still Disney Companies money and profits that are being given out whenever its done. Greedy, stingy Disney wouldnt allow CM's to give all the magical things out when they do so.

 

[marni1971]

So my SIL just came back from what was supposed to be a 5 day 4 night stay with 3 days in the parks. She went down with her 6 year old son, a girlfriend and the girlfriend's son. None of them are "Disney pro's". Well on the evening of her last full day she found out that due to a snowstorm up in Michigan her flight was delayed 2 days!! This was only her 2nd trip and her husband was unreachable on a snowmobile trip in the middle of Michigan's UP so my husband (her brother) got the text, WHAT DO I DO!!! The answer was simple, go to guest services and see what pixie dust they may have. What happen next was amazing!!! She went to GS and explained what happened. GS immediately went to work for her. There was no available rooms at WDW so they helped book her a room at the Dolphin. Not wanting her to be stuck in the room for 2 days they comp'd them park tickets and gave them 3 open fast passes for their scheduled last night and 3 more open FP's for each day they added. They then cashed out all of her dining credits so they could used the $$ for meals over the next 2 days. On check out day they arranged for luggage transfer to the Dolphin and said they would take care of everything. THANK YOU WDW!!
The story doesn't end there. So they got to the Dolphin after breakfast reservations at O'hana. Upon Check-in at the Dolphin, they asked my SIL about her luggage. The Dolphin explained it can take a while for the luggage transfer and then gave her a $100 gift card to be used onsite to buy new swim suits for the pool and whatever else they may need.

I read posts on here all the time about how WDW is cutting back and how the service is going down hill. Well this is one situation where WDW could have said sorry, we'll get you a cab so you can try another hotel. Instead they went above and beyond to do whatever they could to turn a bad situation into great experience!!

Make sure you email GS and tell them the same! Make sure the credit goes where it’s due.

Rank and file thankfully still can make wonderful things happen.

 

[MickeyMomV]

Make sure you email GS and tell them the same! Make sure the credit goes where it’s due.

Rank and file thankfully still can make wonderful things happen.

I just sent her a text to remind her if she hasn't already.

 

[larryz]

Rank and file thankfully still can make wonderful things happen.

That was some pretty expensive guest recovery... especially since it wasn't Disney's fault...

Let's hope some stockholder doesn't read this and bring it up at the next annual meeting.

 

[ajrwdwgirl]

Which resort was she originally at? Just wondering because it was extremely helpful service and that should be applauded.

 

[SyracuseDisneyFan]

That's awesome.

 

[Starlight67]

That was some pretty expensive guest recovery... especially since it wasn't Disney's fault...

That's what I was thinking! I know Disney will often (though not ALWAYS) bend over backwards to make something they screwed up right, I never heard of them doing so much for someone who is just in a tough spot. I think it's really cool though.

 

[MickeyMomV]

Which resort was she originally at? Just wondering because it was extremely helpful service and that should be applauded.

They stayed at All Star Movies.

 

[HockeyMomForever]

We also had some pixie dust spread on our family last year. When we went to check in at Bay Lake Tower we found out that I had forgotten to book a handicapped room which my husband needs. A stupid slipup on my part. The CM that assisted us told us that a handicapped room was not available the first night, but they would bring a tub support so that my husband could use the shower and fortunately a handicapped room was available the next day. We received a call early next morning asking what our plans were for the day. We planned to spend the entire day at the hotel swimming and renting jet skis for the kids. We were told that we would be notified later in the day when our new room was ready. Imagine our surprise when we received a call that we could check out our new 1 bedroom handicapped accessible villa. Our reservation was only for a deluxe studio. Disney went ahead and took care of moving everything for us including the items we had in the kitchen and refrigerator. (Our luggage was already packed) When I called the manager to thank her, she seemed shocked that I was calling to praise them. I get the feeling they get a lot more complaints than compliments. Disney certainly does it right. They sure made our vacation extra special, that is why we keep coming back.

 

[NickMaio]

So my SIL just came back from what was supposed to be a 5 day 4 night stay with 3 days in the parks. She went down with her 6 year old son, a girlfriend and the girlfriend's son. None of them are "Disney pro's". Well on the evening of her last full day she found out that due to a snowstorm up in Michigan her flight was delayed 2 days!! This was only her 2nd trip and her husband was unreachable on a snowmobile trip in the middle of Michigan's UP so my husband (her brother) got the text, WHAT DO I DO!!! The answer was simple, go to guest services and see what pixie dust they may have. What happen next was amazing!!! She went to GS and explained what happened. GS immediately went to work for her. There was no available rooms at WDW so they helped book her a room at the Dolphin. Not wanting her to be stuck in the room for 2 days they comp'd them park tickets and gave them 3 open fast passes for their scheduled last night and 3 more open FP's for each day they added. They then cashed out all of her dining credits so they could used the $$ for meals over the next 2 days. On check out day they arranged for luggage transfer to the Dolphin and said they would take care of everything. THANK YOU WDW!!
The story doesn't end there. So they got to the Dolphin after breakfast reservations at O'hana. Upon Check-in at the Dolphin, they asked my SIL about her luggage. The Dolphin explained it can take a while for the luggage transfer and then gave her a $100 gift card to be used onsite to buy new swim suits for the pool and whatever else they may need.

I read posts on here all the time about how WDW is cutting back and how the service is going down hill. Well this is one situation where WDW could have said sorry, we'll get you a cab so you can try another hotel. Instead they went above and beyond to do whatever they could to turn a bad situation into great experience!!

Nice news.....I'm jealous......

 

[Movielover]

When I called the manager to thank her, she seemed shocked that I was calling to praise them. I get the feeling they get a lot more complaints than compliments.

Whenever I visit theme parks I always stop at GS on my way out to give compliments on record for workers I encounter throughout the day. As a former theme park worker I know personally what a great feeling it is to receive a guest complement. Most of the time the GS managers are pleasantly surprise when I tell them I wish to fill out a complement and not a complaint. I feel for them because they have to put up with a lot of crap!