This is how the Swolphin advertises its bus transport:
2. What are the times of departure to and from the Walt Disney World® Theme Parks for the Walt Disney World Swan and Dolphin?
To Parks:
Buses depart from the front entrance of the Swan wing and the Dolphin wing to the
Magic Kingdom® Park,
Disney's Animal Kingdom® Theme Park and all other venues approximately every 20 – 25 minutes.
http://www.swandolphin.com/feedback/transportation.html
This is how the Hacienda advertises its dinner:
A customer paid a premium price for both products. Expecting the advertised goods to be delivered. Neither were. And he is subjected to a barrage of hideous insults by other customers?
It didn't start out as a grouping of hideous insults and didn't even end that way. What did happen were people attempted to explain the basic facts of functioning in the world that we don't individually control. If that was taken as hideous insults, then so be it.
I wasn't going to respond to this, but, the literalness of this response and complaint, requires it. Although, I would be the first to say that, yes, they are paying a premium price for the experience, that does not mean that miracles will materialize because of it and as stated by others that resort isn't even a Disney owned resort. It is, however, on property and you can bet your last dollar that Disney will cater to those that are paying them the most money when it comes to services.
First let's look at the bus transportation. Anyone that has ever been in the transportation business and fielded complaint calls from angry individuals knows that NO ONE can tell time. NO ONE has a clue to how long they have been waiting anyplace for anything. In other words, although I don't think necessarily that the OP was lying to us, I maintain that he/she does have a possible distorted idea of how long that he/she waited and, if it was that late, maybe wasn't aware or wanted to know why, just that they didn't get things to work out for them. Most humans tend to exaggerate their misery when telling the story. The promise made on the site is "approximately 20 to 25 minutes". That is worded the way it is because it isn't cast in stone. It is approximate! You don't even have to be an experienced WDW traveler to know that if you want to be sure you are someplace at a specific time and you know that the wait times can possibly vary, you plan to go earlier, because it is better to be early then late. Common freaking sense.
The Fireworks situation, was again, possibly because with a 9 pm ADR there is a chance that all the available seating will be taken up before they even are scheduled to be there. The person working the place knew that and also knew that they couldn't promise that ANY of the locations would afford a clear, unobstructed view of the Fireworks. Why? Because the seats would have already been filled up by 8 or 8:30 ADRs and they were not going to be getting their butts out of their seats until the Fireworks had completed. Some would, yes, but not many and an ADR that late would likely not get one. It requires the right time to see it. It is only held once a day between 9 and 9:20 (approximately). Does anyone else that eats there any other time of the day get to see the Fireworks? Do they pay the "premium rate" also? It requires a reservation that is preceding the actual show. It was stated by the OP that the only time available was 9 pm. Anyone that was going to sit and watch the fireworks need to be there before that. Now Disney might have been more specific when they made the reservation and Disney should have mentioned that the ability to be seated in time was questionable. Maybe they did but it is obvious that the OP does not have English as their main language hence the many references to Epicot!
** They check at 7 pm, two hours early, and were told at that time that it was not possible to guarantee that viewing with a 9 pm ADR.
** Not meant as a nasty statement about any native language. It was just said to express that there may have been multiple misunderstandings based on language. Again not a indication of fault, just a misunderstanding of reality and how it affects everyone in one way or the other.