Would You Be Upset and/or Ask for Anything?

[21stamps]

I only read the first post, not the whole thread.

You're one of my favorite posters and I usually agree with everything you say.. But in this situation, No. I don't think compensation is necessary. Only if the entire night would have been cancelled. Rain sucks...but it's Florida and storms happen.

 

[Bairstow]

I think there's a an important distinction we can make regarding unhappy guests attitudes.
There's a difference between:

"The rain ruined the party we paid for. What is your company going to do to fix this?"

...and:

"The rain ruined the party. Can you help us?"

Guest Services doesn't always have to be about grievances and reparations.

 

[Chef Mickey]

Update: They called and refunded my tickets in full without me even having to ask. Disney is the absolute king.

Ultimately, I think they did the right thing. I calmly explained what happened and also said I understand Disney's position. She said "she can see I've been 8 times in 3 years." Maybe that played a role? The agent agreed the rain was terrible as she said she was in the area.

Those 8 times don't even count the times I've been where I haven't booked the reservation. My wife has a couple and my other family has booked too. I've also been to Tokyo twice and Disneyland a couple times.

Sidenote: The puddles in the MK around the Liberty Square area are being addressed with new drainage. She agreed it's unacceptable and is a real problem.

 

[Chef Mickey]

I only read the first post, not the whole thread.

You're one of my favorite posters and I usually agree with everything you say.. But in this situation, No. I don't think compensation is necessary. Only if the entire night would have been cancelled. Rain sucks...but it's Florida and storms happen.

Thanks for those kind thoughts! I practically told the agent the same thing. I was very self deprecating but I gave my honest thoughts about the impact. I think what sealed it was that Guest Services was ill-equipped to even help guests out on the night, giving us no choice but to stay. At 8:45 or so, it was hard to tell if the rain would ever stop. At that point, no one really knew if the entire party would be ruined or not.

Given that Guest Services was too packed to even help guests, it was a crap shoot to decide to stay. Yes, the rain did stop, but that was somewhat hindsight that it worked out OK. If it had continued the same way the rest of the night, I think we'd be justified to expect something. Disney just went above and beyond (as usual) to make us happy. They can see we come all the time, spend a lot of money, and don't constantly complain.

 

[ford91exploder]

As much as I despise Disney's current park management practices, I would have asked for a refund/reticket as soon as the rain began to severely affect the event. Waiting till the end signalled your acceptance of the conditions.

That being said back in the day when the parties were 20-40 dollars pp it was a LOT easier to say 'Oh heck lets pack it in for the day' now that the parties are $80-100/PP it creates an expectation that Disney will actually DELIVER that value.

Now there is rain and there is RAIN and you got RAIN a shower is a lot different than a 2 hour downpour. Disney should do something since they did not deliver a 'full' experience.

EDIT - OP indicated that Disney did the right thing without prompting

 

[21stamps]

Thanks for those kind thoughts! I practically told the agent the same thing. I was very self deprecating but I gave my honest thoughts about the impact. I think what sealed it was that Guest Services was ill-equipped to even help guests out on the night, giving us no choice but to stay. At 8:45 or so, it was hard to tell if the rain would ever stop. At that point, no one really knew if the entire party would be ruined or not.

Given that Guest Services was too packed to even help guests, it was a crap shoot to decide to stay. Yes, the rain did stop, but that was somewhat hindsight that it worked out OK. If it had continued the same way the rest of the night, I think we'd be justified to expect something. Disney just went above and beyond (as usual) to make us happy. They can see we come all the time, spend a lot of money, and don't constantly complain.

I know that you're not a chronic complainer, so this isn't directed at you, but here's what I always wonder-

I never knew that Disney compensated so many people until I joined message boards about a year ago. I have to wonder, are we all paying for this? Could it be a factor, no matter how small, in price increases?

But mainly-

Why at WDW do people expect everything to be perfect?

This is the question that I just can't figure out.
Last year, in Key West Florida, it rained Every Single Day of our vacation. Rained, stormed and waterspouts popping up. We stayed at the Casa Marina, which is a relatively nice Waldorf, in an ocean front room...definitely not a budget friendly stay..and I think we maybe were able to see the sunrise once.
Their pool is amazing- we were able to use it once.
We went to Ft Zach beach- spent over $70 and it rained (as in storm), and a waterspout formed, within 5 minutes of getting in the water.
We went on a Sunset Cruise- $150. It rained, then poured, no sunset, couldn't walk outside, and the cruise ended early.
Went to Dry Tortugas before, $300 for 2 people. Rained horrible within 15 minutes of getting on the boat, seas were incredibly rough, couldn't snorkel due to rain.
All of this completely sucked, every single day of a 7 night stay, and was massively frustrating.

None of these costs were refunded to me. Nor did I expect them to be- because I knew upfront that there are no refunds due to weather- unless the company cancels before departure.

But at WDW people always expect something. I just don't get it, and have to wonder if it does play a small part in increases.

 

[wdwfan22]

Update: They called and refunded my tickets in full without me even having to ask. Disney is the absolute king.

Ultimately, I think they did the right thing. I calmly explained what happened and also said I understand Disney's position. She said "she can see I've been 8 times in 3 years." Maybe that played a role? The agent agreed the rain was terrible as she said she was in the area.

Those 8 times don't even count the times I've been where I haven't booked the reservation. My wife has a couple and my other family has booked too. I've also been to Tokyo twice and Disneyland a couple times.

Sidenote: The puddles in the MK around the Liberty Square area are being addressed with new drainage. She agreed it's unacceptable and is a real problem.

If you contacted them to complain about the evening, then it's already assumed that you are asking for compensation. It was a very nice gesture that they refunded your tickets since you stated you stayed and saw the parade and fireworks.

 

[21stamps]

As much as I despise Disney's current park management practices, I would have asked for a refund/reticket as soon as the rain began to severely affect the event. Waiting till the end signalled your acceptance of the conditions.

That being said back in the day when the parties were 20-40 dollars pp it was a LOT easier to say 'Oh heck lets pack it in for the day' now that the parties are $80-100/PP it creates an expectation that Disney will actually DELIVER that value.

Now there is rain and there is RAIN and you got RAIN a shower is a lot different than a 2 hour downpour. Disney should do something since they did not deliver a 'full' experience.

EDIT - OP indicated that Disney did the right thing without prompting

It's Florida. It's hurricane season. There is always a chance of inclement weather during this time.

We can't expect Disney to control that.

 

[stuey222]

A few years ago we paid for the Fantasmic Dining Package. I really didn't want dinner at Hollywood and Vine, but I wanted a decent seat for the show as we had not seen in in 6 or 7 years. So, as expected the food selection was so so and we began the long trek to the stadium. We got decent seats and wait for the show to begin. At exactly show time an announcement is made that there is lightning in the area and the show is cancelled. Not a drop of rain, we never saw any lightning, but the show is cancelled. We never got any compensation for that. It's not about 6 or 7 years later and we still haven't seen Fantasmic in close to 15 years.

We did the same thing (Fantasmic Dining) two years ago and there was rain most of the afternoon, but we soldiered on and went and sat at the stadium before the show. They actually came around to everyone in the dining package section and mentioned that the tickets for the section were usable another night if the show happened to be rained out. VERY generous of Disney. They even said they would be able to exchange for another night before the show if we wanted. We decided to wait it out and after two delays, we got the full show.

 

[21stamps]

I just scrolled through my Facebook page to find these posts.

Trust me, I HATE when my plans get ruined. I mean LOATHE it. I plan so much for everything to be perfect! BUT--- Mother Nature sometimes doesn't care about my plans.

Oh and the Eco Tour I booked instead of our planned boat rental, cancelled . That one I did get a refund bc it was cancelled by the tour company.

The next day when I had reserved a 22ft boat for the day...

The photo below is of the "amazing sunset". Or lack of..lol

Again, this isn't directed at you specifically.. More of just a "I don't get why Disney is different" Post.

 

[Bairstow]

Again, this isn't directed at you specifically.. More of just a "I don't get why Disney is different" Post.

Disney is different because they can afford to absorb the cost of a rained out party and a guy running a small boat rental probably can't.

Also, while both the boat rental and Disney both have a vested interest in seeing happy guests come back after a satisfying day or evening, Disney has the added knowledge that one of the perks for their running an annual party is that it tends to compel their guests to make the event an annual tradition. Refunding a couple rained-out 2016 parties may very well be the difference that bags Disney a couple more resort stays and 3-day hoppers from the Smith Family next party season. Small concession, big return.

 

[21stamps]

Disney is different because they can afford to absorb the cost of a rained out party and a guy running a small boat rental probably can't.

Also, while both the boat rental and Disney both have a vested interest in seeing happy guests come back after a satisfying day or evening, Disney has the added knowledge that one of the perks for their running an annual party is that it tends to compel their guests to make the event an annual tradition. Refunding a couple rained-out 2016 parties may very well be the difference that bags Disney a couple more resort stays and 3-day hoppers from the Smith Family next party season. Small concession, big return.

I see that to a point.. But why do guests expect it? That's what I don't get.

And using Dry Tortugas as an example, if they would have refunded even 40% of my $300 I would have tried again on a different day.

Main point being- I know people like to talk about how expensive Disney is, and I agree it is expensive...but there are plenty of places that cost just as much, and more.

If you go to a Beaches Resort during hurricane season, and it rains every day, and now you aren't able to use their "included non motorized water sports".. Or Atlantis and the rain means you can't use the waterpark.
Will you ask for compensation? Do you think they will compensate you?
These are both much pricier vacations than WDW for the overwhelming majority of travelers. So is Key West, but I admit that's different bc you are paying multiple vendors. The other 2 examples are included in the overall vacation price by the resort.

 

[Weather_Lady]

Why at WDW do people expect everything to be perfect?

This is the question that I just can't figure out.

I think the answer is two-fold: for one, Disney has an unparalleled reputation for above-and-beyond customer service, a reputation my family has trumpeted ourselves ever since an incident in 2005 that had the power to ruin a long-awaited Disney vacation, but thanks to a CM going to extraordinary lengths, was immediately rendered a non-issue. The customer service we received on that day -- at a level we've never seen anywhere but at WDW -- left a "good taste in our mouths" that has lasted until this day. Because of that reputation, and regardless of whether one thinks that it remains a true reflection of current Disney customer service, people expect amazing service from Disney World (and I think that they generally get it, as the OP's update bears out).

The second reason is that WDW costs so much. Yes, I know that vacations are expensive in general, but within my own lifetime I've seen the cost of a 1-week Disney vacation for a family of four (starting in the early 1980's when a one-day ticket to the MK cost about $13 -- the inflation-adjusted equivalent of $35 today) increase at 3-4 times the rate of inflation (from what I've read, it's about 3x if you're looking at park ticket prices, 4x if you're looking at hotel costs, possibly even more for food). As a result, what constituted only a minor financial sacrifice even for my working-class parents, now costs the equivalent of a half-year's mortgage payments for me! If I am spending that kind of money (and especially if I'm doing so because I trust in Disney's reputation for "making things right" even when those things aren't Disney's fault in the first place), then I am going to feel entitled -- no, not to perfection! (attractions malfunction, buses break down, rain falls, it's life) -- but to a top-notch experience, one in which Disney delivers what it has promised, and occasionally goes above and beyond to make up for that which it has advertised, but cannot deliver. (To my mind, that kind of grace is part of the real "magic" of Disney.)

In short, we expect above-and-beyond because that's what WDW has typically delivered to us, and by doing so, it brings us back again and again, whereas every other vacation destination has been a one-and-done for our family...

 

[Bairstow]

I see that to a point.. But why do guests expect it? That's what I don't get.

Do they expect it?
I didn't poll the people waiting in line that night, but I would imagine that a lot of them were disappointed and wanted to see if they could get some help.

 

[21stamps]

I think the answer is two-fold: for one, Disney has an unparalleled reputation for above-and-beyond customer service, a reputation my family has trumpeted ourselves ever since an incident in 2005 that had the power to ruin a long-awaited Disney vacation, but thanks to a CM going above and beyond the call of duty, was immediately rendered a non-issue. The customer service we received on that day -- at a level we've never seen anywhere but at WDW -- left a "good taste in our mouths" that has lasted until this day. Because of that reputation, and regardless of whether one thinks that it remains a true reflection of current Disney customer service, people expect amazing service from Disney World (and I think that they generally get it, as the OP's update bears out).

The second reason is that WDW costs so much. Yes, I know that vacations are expensive in general, but within my own lifetime I've seen the cost of a 1-week Disney vacation for a family of four (starting in the early 1980's when a one-day ticket to the MK cost about $13 -- the inflation-adjusted equivalent of $35 today) increase at 3-4 times the rate of inflation (from what I've read, it's about 3x if you're looking at park ticket prices, 4x if you're looking at hotel costs, possibly even more for food). As a result, what constituted only a minor financial sacrifice even for my working-class parents, now costs the equivalent of a half-year's mortgage payments for me! If I am spending that kind of money (and especially if I'm doing so because I trust in Disney's reputation for "making things right" even when those things aren't Disney's fault in the first place), then I am going to feel entitled -- no, not to perfection! (attractions malfunction, buses break down, rain falls, it's life) -- but to a top-notch experience, one in which Disney delivers what it has promised, and occasionally goes above and beyond to make up for that which it has advertised, but cannot deliver... because it's that well-earned reputation that brings us back to WDW (but not to other vacation destinations) again and again despite the cost (and the cycle continues)...

I think it's just that I don't equate good customer service with refunding/compensating people for most of the things I've read.
I've always been impressed with their level of service! Like I said, I didn't even know all of these demands/requests happened before I joined message boards a year ago. So my impression of the level of service had nothing to do with compensation.

I've been wonder for several months now.. If someone else had been staying in our room when we saw the black snake in there.. Would they have requested a refund for their stay in a Poly theme park view room? Because a snake shouldn't be in there! OR-- would they have been like us, and be shocked, creeped out, but realized that it's Florida, there's snakes, and hopefully it won't happen again!!!.

I was totally freaked out when in happened, luckily it was check out day. It never once crossed my mind to complain though.. I ran in the hall and grabbed a mousekeeper.. She looked more frightened than me, and she called someone to come remove it.

No harm. No foul.

 

[21stamps]

Do they expect it?
I didn't poll the people waiting in line that night, but I would imagine that a lot of them were disappointed and wanted to see if they could get some help.

Would these people do the same wherever they are? Like I said- Atlantis or Beaches.
Is it only at WDW, or is it just the type of person. Are we all paying for that?

People read online that one person gets conpensated, and in my observation it's snowballed into a huge number of people who now expect compensation. The money has to come from somewhere.

 

[Weather_Lady]

I think it's just that I don't equate good customer service with refunding/compensating people for most of the things I've read.
I've always been impressed with their level of service! Like I said, I didn't even know all of these demands/requests happened before I joined message boards a year ago. So my impression of the level of service had nothing to do with compensation...

No harm. No foul.

I agree with you, and for what it's worth, my family has never found a reason to complain (to Guest Services, or to any other Disney employee or department) about anything, and has never requested any kind of "extras," despite a minor vacation hiccup now and then. I do think, however, that the guests who asked about compensation for a ruined party weren't acting out of line (even if Disney World is about the only place on Earth where one might do that and expect to get anything but a derisive laugh!), and that Disney's choice to offer compensation to rained-out partygoers -- while not something Disney was in any way obligated to do -- was a gesture in keeping with its reputation and the price point for the party.

 

[21stamps]

I agree with you, and for what it's worth, my family has never found a reason to complain (to Guest Services, or to any other Disney employee or department) about anything, and has never requested any kind of "extras," despite a minor vacation hiccup now and then. I do think, however, that the guests who asked about compensation for a ruined party weren't acting out of line (even if Disney World is about the only place on Earth where one might do that and expect to get anything but a derisive laugh!), and that Disney's choice to offer compensation to rained-out partygoers -- while not something Disney was in any way obligated to do -- was a gesture in keeping with its reputation and the price point for the party.

I've probably totally jinxed myself with my comments.. and now our MVMCP night will have rain and cold.lol

 

[Weather_Lady]

I've probably totally jinxed myself with my comments.. and now our MVMCP night will have rain and cold.lol

 

[21stamps]

I remember one morning in Key West where I woke up at 6am, and just stood staring out the window at the rain. I was so frustrated that I cried. Just stood there angry, but mostly sad. It's not as easy to get to KW as Orlando..and I knew we wouldn't be back for awhile.
It's disappointing, I won't argue that. I just think we have to understand situations like that can happen.

There is no sense putting a "rain or shine" disclaimer on something and then compensating for it to those who think to complain. Either compensate everyone, or a company should stick to their rules. I'm sure there's hundreds of people who didn't complain, probably many who left early. I don't think it's fair that some should be compensated. I think it just creates future problems from already entitled attitudes.