Very Un-Disney Restaurant Policies

[Jedi Stitch]

I'm glad I read this during my lunch, this has been very entertaining. OP was very unsatisfied being told that he was going to be charged again for a prepaid meal. To have the place where this transaction was made, tell him to just pay for the meal and then go see someone else but them to figure out what happened. I would not want to pay for a meal twice. The very first post afterwords was basically saying you wanted a free meal, your entitled. That person, didn't see a problem with paying for something twice and then having to wait in the hour + line then wait for an hour+ to have it sorted out during your vacation, to which anyone who knows has been planned down to the minute. The flood gates opened to other with the same issues at the same restaurant. I found even more distasteful, to find that a few of the people posted it may not actually be an IT issue, but a human error, training issue, and covering up the CMs mistake. From my experience, the CM have scanned my MB. That tells them we have the plan, and this is before we even ordered. So, what I am wondering, is how did the restaurant proceed, in ordering, when they should have had to confirm if they had credits or not prior to proceeding. Did, the restaurant, continue and fail to inform the guest they were going to have to pay for the meal prior to ordering? Time and time again, each restaurant we visited, TS, they scanned my MB and made sure we had a plan and credits. Also, from my own experience, When the CM thought we were dining and dashing, apparently that is a thing two fold. First way, the normal, is the uninformed get scanned, and after the meal, don't know they have to settle the bill. Any drinks and gratuity need to be paid. The second, according to the CM, who scolded us for not knowing about settling the bill, said that some guests show up claim they have DP, and have credits, the system doesn't show it, but they continue on, planning to settle at the end of the meal. Up they go before the final check is brought. I know I'm rambling and on a roll. What I can't help to think, to the posters that say just go to customer service, and if you have credits left over so be it, might be the same clan that says it is a waist to have a suitcase fill of Disney snacks due to left over credits.

 

[xdan0920]

But again, the issue here is behavior. And entitlement that perfection is the only baseline and no one has a room to fix and error unless it is EXACTLY what someone wants NOW which in any technology isnt' always possible.

Entitlement. Interesting choice of words.

is the OP not entitled to a meal they already paid for?

 

[RustySpork]

Entitlement. Interesting choice of words.

is the OP not entitled to a meal they already paid for?

Spoiler

 

[King Panda 77]

Entitlement. Interesting choice of words.

is the OP not entitled to a meal they already paid for?

Depends if they left the deeds to any property and the soul of their firstborn son at the front desk. If they did then i think they have a case to answer that Disney should sort it ...

 

[lazyboy97o]

something many of us that have done multiple trips to disney have had to do

It is not something you should have to do, much less multiple times. Disney should be responsible for having a means of addressing the issue that does not involve the “guests” covering the cost and then having to seek a resolution. Issues are fine, but the response should not be “You have to figure it out later.”

 

[xdan0920]

It is not something you should have to do, much less multiple times. Disney should be responsible for having a means of addressing the issue that does not involve the “guests” covering the cost and then having to seek a resolution. Issues are fine, but the response should not be “You have to figure it out later.”

Guest has to figure it out later. Also guest has to part with an additional $200 until it gets sorted.

 

[RustySpork]

It is not something you should have to do, much less multiple times. Disney should be responsible for having a means of addressing the issue that does not involve the “guests” covering the cost and then having to seek a resolution. Issues are fine, but the response should not be “You have to figure it out later.”

I dunno, I might be OK with letting them borrow a few bucks to cover an outage if they pay it back with interest.

 

[imsosarah]

Let me simplify:

1) No one was asked to double pay - that is assuming they would both have to pay the bill at that moment AND lose the DDP entitlements
2) OP didn't want to wait for it to be corrected (and i totally understand why!) so they were given the option to charge it on the room so it could be addressed by someone that was able to fix it (they were at a partner location) and not have any charges to their credit card.
3) The OP could have asked for a simple note from that manager and the receipt if they were concerned.
4) Tech sometimes makes mistakes - it wasn't the managers fault. The tone it seems to take is what i have the most issue with.
5) I have never had an issue take hours when i called guest services from my room. it is usually 5 minutes then they call back later to confirm its resolved. From my experience - When disney messes up for customers, they more then over compensate.

Tech issues happen - on my iphone, on amazon, at work - it just does. I would never assume perfect from any person or software.

Also, I love my suitcase full of snacks that i take home....

 

[imsosarah]

Guest has to figure it out later. Also guest has to part with an additional $200 until it gets sorted.

But they aren't - if it is hitting a room charge it isn't getting on your credit card...it is just sitting there so you aren't actually "out"

Is it ideal? no. But is not the managers fault (who was trying to help)

 

[xdan0920]

Let me simplify:

1) No one was asked to double pay - that is assuming they would both have to pay the bill at that moment AND lose the DDP entitlements
2) OP didn't want to wait for it to be corrected (and i totally understand why!) so they were given the option to charge it on the room so it could be addressed by someone that was able to fix it (they were at a partner location) and not have any charges to their credit card.
3) The OP could have asked for a simple note from that manager and the receipt if they were concerned.
4) Tech sometimes makes mistakes - it wasn't the managers fault. The tone it seems to take is what i have the most issue with.
5) I have never had an issue take hours when i called guest services from my room. it is usually 5 minutes then they call back later to confirm its resolved. From my experience - When disney messes up for customers, they more then over compensate.

Tech issues happen - on my iphone, on amazon, at work - it just does. I would never assume perfect from any person or software.

Also, I love my suitcase full of snacks that i take home....

They were asked to double pay. Then sort it out. Double pay first. Then sort it out.

 

[King Panda 77]

So if someone has pre-paid for a meal .
Then gets asked to charge the meal onto a credit card.

How is this not double paying. ???

 

[RustySpork]

But they aren't - if it is hitting a room charge it isn't getting on your credit card...it is just sitting there so you aren't actually "out"

Is it ideal? no. But is not the managers fault (who was trying to help)

The manager knew they had credits, it wasn't a dine and dash situation. The onus is on the manager to figure out how to charge it, and to charge it..even if that charge happens later after the guest has left. That's just customer service 101. Your guest should never have to deal with a problem like that themselves. They should be made aware of it and informed that there may be a delay before it appears so they know to plan around it.

 

[imsosarah]

They were asked to double pay. Then sort it out. Double pay first. Then sort it out.

@Mr Ferret 88 - If they had to charge to credit card - yes double pay. If they could put to room - no, that is like a holding account, nothing goes to credit card until you check out. inconvenient - YES - but not double pay because it would be removed and the ddp would be applied before they were actually charged. AND they had the (bad) option to wait but it would have taken too long (I would not have waited either)

 

[RustySpork]

@Mr Ferret 88 - If they had to charge to credit card - yes double pay. If they could put to room - no, that is like a holding account, nothing goes to credit card until you check out. inconvenient - YES - but not double pay because it would be removed and the ddp would be applied before they were actually charged. AND they had the (bad) option to wait but it would have taken too long (I would not have waited either)

None of these scenarios should have been presented to the guest. Worst case, if the manager could not resolve their issue the restaurant should have worked the issue with Disney directly even if it meant comping the meal while they did.

 

[King Panda 77]

@Mr Ferret 88 - If they had to charge to credit card - yes double pay. If they could put to room - no, that is like a holding account, nothing goes to credit card until you check out. inconvenient - YES - but not double pay because it would be removed and the ddp would be applied before they were actually charged. AND they had the (bad) option to wait but it would have taken too long (I would not have waited either)

Potato tomato
The dining plan is sold heavily on the fact of not having to "pay" anything once you are there. It isn't the first time this issue has come up and should have a solution in place by now .
However you try and spin it , it is unacceptable that the customer was asked to pay for the meal (as per the wording in the first post).

 

[imsosarah]

You are all right. I am wrong.



The manager was 100% in the wrong.

The OP was totally right in their behavior (as described by them)

The tech glitch should have never happened because tech is perfect.

An inconvenience should never occur in life.

Disney is the worst.


Got it

Have a LOVELY day everyone. Thank you so much for showing me how wrong I was to have compassion for the manager that was CLEARLY a jerk that had no control over the situation and had the honesty to tell the OP how long it may take to get fixed so they didn't miss their other Fast Passes.


I sure hope Disneyland Paris makes no mistakes when I'm there in a few weeks - now I know how wrong I was for my initial reaction. I will make sure to channel this group and the enlightenment it has shown me to how much better the world would be if we were all living with a little less grace and understanding. I will just LET. THEM. HAVE. IT.

 

[lazyboy97o]

@Mr Ferret 88 - If they had to charge to credit card - yes double pay. If they could put to room - no, that is like a holding account, nothing goes to credit card until you check out. inconvenient - YES - but not double pay because it would be removed and the ddp would be applied before they were actually charged. AND they had the (bad) option to wait but it would have taken too long (I would not have waited either)

It is still the guest assuming the financial risk for Disney’s issue. An issue the guest must take charge of having resolved, an issue that enough reports show can take hours to resolve.

 

[RustySpork]

You are all right. I am wrong.

Correct.

The manager was 100% in the wrong.

Also correct. The manager at a minimum needs customer service training.

The OP was totally right in their behavior (as described by them)

Again, correct..because of the above.

The tech glitch should have never happened because tech is perfect.

Nobody is saying that, but there is a common occurrence here that indicates the possibility of a poor or outdated implementation. They're not getting 1m hits per second across their vendor network, and point of sale devices don't cross internet boundaries so that argument doesn't apply here. If they do have their PoS devices on a public link, well the problem becomes much much worse. There are many ways to mitigate these problems, but it may not be a priority since they work most of the time.

An inconvenience should never occur in life.

When it's your job to take the guest out of their life and place them in a fantasy land, there should not be any inconvenience that reminds them that it they are not really in that fantasy land. Especially not caused by employees within that fantasy land itself.

Disney is the worst.

Got it

oof, I'd ask how you got to this conclusion but I already know. You're outnumbered by facts, so you're countering with FUD. Disney isn't the worst, but they're obviously not the best...at least not at this particular thing.

Have a LOVELY day everyone. Thank you so much for showing me how wrong I was to have compassion for the manager that was CLEARLY a jerk that had no control over the situation and had the honesty to tell the OP how long it may take to get fixed so they didn't miss their other Fast Passes.

Do you have a horse in this race? You do know that Disney literally wrote the book on customer service, right? Shouldn't you hold their feet to the fire when they don't drink from their own troth?

I sure hope Disneyland Paris makes no mistakes when I'm there in a few weeks - now I know how wrong I was for my initial reaction. I will make sure to channel this group and the enlightenment it has shown me to how much better the world would be if we were all living with a little less grace and understanding. I will just LET. THEM. HAVE. IT.

Wow, that's a real zinger.

 

[senor_jorge]

Let me simplify:

1) No one was asked to double pay - that is assuming they would both have to pay the bill at that moment AND lose the DDP entitlements
2) OP didn't want to wait for it to be corrected (and i totally understand why!) so they were given the option to charge it on the room so it could be addressed by someone that was able to fix it (they were at a partner location) and not have any charges to their credit card.
3) The OP could have asked for a simple note from that manager and the receipt if they were concerned.
4) Tech sometimes makes mistakes - it wasn't the managers fault. The tone it seems to take is what i have the most issue with.
5) I have never had an issue take hours when i called guest services from my room. it is usually 5 minutes then they call back later to confirm its resolved. From my experience - When disney messes up for customers, they more then over compensate.

Tech issues happen - on my iphone, on amazon, at work - it just does. I would never assume perfect from any person or software.

Also, I love my suitcase full of snacks that i take home....

For the most part people are talking about poor processes or lack of same after the fact, not technology. Why does the burden of resolution fall on the guest? There are remedies available that make all parties whole, and allow the guest to walk out of the establishment with a positive feeling about their experience.

As for speed of resolution... I believe it was in 2013 we were delayed by weather for several days. Disney was informed daily that we were still coming as soon as we could get to an airport and get on a flight out. We arrived at our resort to find that our entire package had been canceled, due to an error on their part. The problems weren't quickly resolved, and were ongoing. You want to know what we received in compensation? An offer to comp a counter service lunch at Contempo Cafe. Absolutely no gripes about the people that tried to help us, but the experience was far from optimal.

But they aren't - if it is hitting a room charge it isn't getting on your credit card...it is just sitting there so you aren't actually "out"

Is it ideal? no. But is not the managers fault (who was trying to help)

From personal experience I've had charges hit my card several days before we checked out, and we were still hundreds of dollars away from hitting our limit. It was an issue because we had some gift cards we'd intended to apply. So, it's not unreasonable to believe that it would have been possible for the charge to make it to the card and further complicate the process.

@Mr Ferret 88 - If they had to charge to credit card - yes double pay. If they could put to room - no, that is like a holding account, nothing goes to credit card until you check out. inconvenient - YES - but not double pay because it would be removed and the ddp would be applied before they were actually charged. AND they had the (bad) option to wait but it would have taken too long (I would not have waited either)

If the goal is to provide a list of poor choices then mission accomplished. As suggested early on where is the problem with placing a hold on the card for the cost of the meal, and then removing it if and when the DP credits are processed?

I've worked in IT for over 20 yrs., and currently own my own company. I've done software development, support, web development (never again beyond the backend!!!), security work and other things. I also have a former employee that worked for Disney for over a year. His take was that his experience was better in some ways, and worse in others. That's a different conversation though. If I were to find fault with the technology here it wouldn't be that there was an issue with processing the dining credits, it would be that there wasn't a frictionless way to resolve the guests issue by leveraging technology.

 

[RustySpork]

If I were to find fault with the technology here it wouldn't be that there was an issue with processing the dining credits, it would be that there wasn't a frictionless way to resolve the guests issue by leveraging technology.

Exactly this. The technology problem was secondary to the customer service problem.