WDW cancelled our castle dinner?

[JessRose]

First, I'm so happy that they found a solution that works for you and that you plan on following up with guest services.

For what it's worth, I was listening to the DIS Podcast today and they were discussing how Pete (kinda their main guy) had made reservations for this fancy dinner party. He cancelled when he found out they were displacing guests to make the event happen. Atta boy Pete!

I just can't imagine feeling good about myself at this event if I knew families with children were displaced so I could be there.

 

[jdisnut]

My goodness, there is a lot of outrage in this thread about a situation that is completely understandable and was rectified more than satisfactorily for the original poster.

Let's not get hung up on the fine print. The reality is this stuff happens all the time in the hospitality business. Hotels walk guests every night. Airlines oversell flights. Restaurants close to the public on short notice to accommodate a private party. A lot of the time, the entity doing the inconveniencing does virtually nothing to try to appease the angry or upset customer. Disney did. I'm far from a Disney apologist, but in this case, it really does seem like a case of "all's well that ends well."

 

[MamaBelle4]

My goodness, there is a lot of outrage in this thread about a situation that is completely understandable and was rectified more than satisfactorily for the original poster.

Let's not get hung up on the fine print. The reality is this stuff happens all the time in the hospitality business. Hotels walk guests every night. Airlines oversell flights. Restaurants close to the public on short notice to accommodate a private party. A lot of the time, the entity doing the inconveniencing does virtually nothing to try to appease the angry or upset customer. Disney did. I'm far from a Disney apologist, but in this case, it really does seem like a case of "all's well that ends well."

That's the problem. It is not understandable, not acceptable, nor is it excusable.

I'm glad the OP reached a positive solution. The fact that he did all he was supposed to and booked this reservation 6 months ago to be told 2 weeks before that he suddenly was to be booted because a money grab opportunity came up is not right.

You don't let someone make a reservation unless a better offer comes along, ESPECIALLY when you are the party planning it! We have to book 6 months out, no reason they couldn't have blocked out CRT 6 months ago for this event.

The way it was handled initially was appalling.

 

[eeyoreandtink]

My goodness, there is a lot of outrage in this thread about a situation that is completely understandable and was rectified more than satisfactorily for the original poster.

Let's not get hung up on the fine print. The reality is this stuff happens all the time in the hospitality business. Hotels walk guests every night. Airlines oversell flights. Restaurants close to the public on short notice to accommodate a private party. A lot of the time, the entity doing the inconveniencing does virtually nothing to try to appease the angry or upset customer. Disney did. I'm far from a Disney apologist, but in this case, it really does seem like a case of "all's well that ends well."

How is it understandable that a company should cancel prepaid reservations made six months in advance because someone is willing to pay more for the space? I do t think it's understandable at all, I think it's blatant disregard for customers in the interest of making a little more money.

 

[TeresaWen]

My goodness, there is a lot of outrage in this thread about a situation that is completely understandable and was rectified more than satisfactorily for the original poster.

Let's not get hung up on the fine print. The reality is this stuff happens all the time in the hospitality business. Hotels walk guests every night. Airlines oversell flights. Restaurants close to the public on short notice to accommodate a private party. A lot of the time, the entity doing the inconveniencing does virtually nothing to try to appease the angry or upset customer. Disney did. I'm far from a Disney apologist, but in this case, it really does seem like a case of "all's well that ends well."

In what universe is this understandable. The only reason this had a happy outcome is the op had a spine and pushed back on the first offer.

And if not for these boards the true nature of the "operational issue" wound not have come to light.

breakfast or lunch is certainly not the same as dinner to me.

some people will never ever hold Disney accountable for anything and will accept anything they dish out. I love Disney, spend a great del of time & money there. I speak up if something is not right.

The true test of great customer service is how are issues managed.

 

[AngiTN]

The true test of great customer service is how are issues managed.

Yep, and this issue was managed brilliantly. A replacement, which was ultimately better for the OP, was found. Just what is the issue now?

 

[Sean91]

I can't get over whats the most insane to me, that Disney did this or that some people don't see an issue with it. Look, it's DISNEY that created this mentality of planning at 180 days out, DISNEY has to accept the blame when they mess people about because they figured out a way to rinse an insane amount of money from people.

 

[AngiTN]

And I can't get past that so many are bent so out of shape over an issue that was resolved, and was also an improvement for OP in the end.
From the outrage on this thread you'd think they'd forcibly removed the guests from the castle during their meal and still charged them.

 

[Sean91]

And I can't get past that so many are bent so out of shape over an issue that was resolved, and was also an improvement for OP in the end.
From the outrage on this thread you'd think they'd forcibly removed the guests from the castle during their meal and still charged them.

I'm glad it worked out for the OP, in this case it hasn't caused a major issue, will that be the same for all the other guests? I highly doubt it. What they did was charge people through the nose, kept a hold of the money for a good 5 months then said "actually, changed our minds" I can more then understand people being "bent so out of shape over it"

 

[MamaBelle4]

I'm glad it worked out for the OP, in this case it hasn't caused a major issue, will that be the same for all the other guests? I highly doubt it. What they did was charge people through the nose, kept a hold of the money for a good 5 months then said "actually, changed our minds" I can more then understand people being "bent so out of shape over it"

Exactly. And how many people believed the original lie the first CM told that it was an operational issue.

I think that's my biggest problem. I hate, HATE being lied to. OP did not deserve that either.

But, I suppose lying is okay as long as it is a corporation doing it?

 

[Sean91]

Exactly. And how many people believed the original lie the first CM told that it was an operational issue.

I think that's my biggest problem. I hate, HATE being lied to. OP did not deserve that either.

But, I suppose lying is okay as long as it is a corporation doing it?

I feel sorry for the poor CM's that have to deal with all of this

 

[AngiTN]

I'm glad it worked out for the OP, in this case it hasn't caused a major issue, will that be the same for all the other guests? I highly doubt it. What they did was charge people through the nose, kept a hold of the money for a good 5 months then said "actually, changed our minds" I can more then understand people being "bent so out of shape over it"

Yes, I feel 100% confident that every single person who was displaced was offered a replacement time or another solution. I do not believe this OP was the only person they worked with

 

[MamaBelle4]

Yes, I feel 100% confident that every single person who was displaced was offered a replacement time or another solution. I do not believe this OP was the only person they worked with

I hope you're right and wished I had your confidence.

 

[Sean91]

Yes, I feel 100% confident that every single person who was displaced was offered a replacement time or another solution. I do not believe this OP was the only person they worked with

That's not what I said, I'm not confident at all that they would have been able to fit every guest in at a time convenient for them

 

[eeyoreandtink]

Yes, I feel 100% confident that every single person who was displaced was offered a replacement time or another solution. I do not believe this OP was the only person they worked with

And, based on what the OP reported I am 100% confident they were lied to, and offered the same substandard "replacement" the op was.

 

[Sargeant Tibbs]

Exactly. And how many people believed the original lie the first CM told that it was an operational issue.

I think that's my biggest problem. I hate, HATE being lied to. OP did not deserve that either.

But, I suppose lying is okay as long as it is a corporation doing it?

Well, technically speaking, it is an operational issue. There was no lie. Kind of like when Pooh goes down, and guests ask what's wrong, the CMs are never going to tell you that some kid puked all over the load area, or that some dumb parent couldn't take their eyes off their phone for two seconds to seat their kids properly, and the ride shut itself down because it sat too long. You will always be told there is an operational issue.

I think there is even more to this story than anyone of us will ever know. Someone somewhere along the line screwed up big time. There is no way Disney didn't have this venue chosen for this event months ago. I know it's easy to say that the company as a whole screwed up, and get mad at evil corporate Disney, but really, in this instance, it was probably the mistake of just a few people who may or may not be all that powerful.

I'm glad all is well now for the OP. I hope the other guests who had ADRs were also treated the same way.

 

[perditax]

Yes, I feel 100% confident that every single person who was displaced was offered a replacement time or another solution. I do not believe this OP was the only person they worked with

Yeah? How about the people they couldn't reach and who will show up, kids in tow, thinking they have a reservation?

It's not okay and it's not akin to an overbooked flight.

 

[mikedoyleblogger]

And I can't get past that so many are bent so out of shape over an issue that was resolved, and was also an improvement for OP in the end.
From the outrage on this thread you'd think they'd forcibly removed the guests from the castle during their meal and still charged them.

I think the unhappiness is more about the idea that this wasn't an isolated incident, that other people were similarly bumped on OP's night and theoretically have been or will be in the future for similar reasons. I think it's about losing trust in the reservation process that Disney trains people to buy into, and ultimately maybe losing a little trust in Disney. I think it's more like that.

 

[MamaBelle4]

Well, technically speaking, it is an operational issue. There was no lie. Kind of like when Pooh goes down, and guests ask what's wrong, the CMs are never going to tell you that some kid puked all over the load area, or that some dumb parent couldn't take their eyes off their phone for two seconds to seat their kids properly, and the ride shut itself down because it sat too long. You will always be told there is an operational issue.

I think there is even more to this story than anyone of us will ever know. Someone somewhere along the line screwed up big time. There is no way Disney didn't have this venue chosen for this event months ago. I know it's easy to say that the company as a whole screwed up, and get mad at evil corporate Disney, but really, in this instance, it was probably the mistake of just a few people who may or may not be all that powerful.

I'm glad all is well now for the OP. I hope the other guests who had ADRs were also treated the same way.

I agree that there is probably more to this story and I am also glad that OP'S situation worked out fine and hope the other 29 families are at least as pleased as he is.
The examples you cited are operational issues. They're things that just happen, that can't be controlled or predicted. Another example would be if CRT was upgrading their kitchen equipment.

What happened in this case was not operational in my opinion and can't even technically be claimed to be. It was a conscious decision to displace 30 families to accommodate 60 people willing to pay a boat ton of money. That isn't operational, that is greed.

 

[jdisnut]

How is it understandable that a company should cancel prepaid reservations made six months in advance because someone is willing to pay more for the space? I do t think it's understandable at all, I think it's blatant disregard for customers in the interest of making a little more money.

Maybe "understandable" is the wrong word, but it's certainly not unexpected or unusual. This happens all around the hospitality business all the time. I don't quite see why so many people are so shocked.

I travel for about 150 nights per year. I've showed up at hotels in the middle of the night, only to find out there are no more rooms available, despite my reservation. I've had car rental locations run out of vehicles, despite my reservation. I've had airlines change aircraft at the last moment and suddenly not have enough seats for all confirmed passengers, despite my reservation.

In other words, I'm used to it. The key is how the company responds. I applaud the original poster for pushing the issue and receiving an acceptable resolution.