Disney is an incredible company that gives a large amount of freedom and empowerment to their Cast Members. All Cast go through extensive training (especially Front Desk, Concierge, and Guest Relations) and Disney therefore trusts that their Cast Members will use their judgement when making decisions as to how to ensure that families have the most out of their Disney vacations. That being said, sometimes things do happen that can be rather less than magical. When this happens, there are a few ways to deal with the situation.
- At the parks – go to Guest Relations as soon as possible and let them know what has occurred. Becoming irate with the Cast Member at the attraction or dining area will not accomplish anything. It will only cause a scene and take the magic out of other people’s day, including the cast member who most likely did not do something personal to you. Guest Relations will be able to understand what occurred, possibly explain to you how or why it occurred (each situation varies), and may even compensate you for your negative experience.
- At the resort – if it is something regarding your room itself, call Housekeeping from your room phone. Even call the Front Desk, they can get Housekeeping or Maintenance in touch with you. Walking down to the front desk to most likely wait in a line, will only irritate you further and there is a slim chance that the Front Desk Agent that you speak with will be able to do something in that instant. If it is an issue with your reservation and the Front Desk Agent is not giving you the answers or information that you are looking for, ask to speak with a Leader (supervisor in Disney terms).
Regardless of who you speak with, please remember that these Cast Members are humans too. They are people who are highly trained and are doing everything in their power to assist you. No Cast Member intentionally sets out to ruin your vacation. Be patient and be kind. As the old saying goes, “you get more with honey than with vinegar”.
If a Cast Member does go out of their way to do something magical for you, ask to speak with their Leader and let them know. The 2 minutes you spend recognizing a Cast Member for their efforts can make their day, and even week. That little bit of kindness goes a long way.
*About the Author* – Darci is a former Cast Member who worked Front Desk at various resorts at Walt Disney World. She was a member of the Disney College Program which allows students to work all over Disney property – not only EPCOT’s Canada Pavilion. She now resides in Ontario and feeds her Disney passion by assisting family and friends with their Disney vacation planning, watching live streams of park shows, and even got engaged at the Magic Kingdom. Disney is and always will be a part of her life. She believes that you can take a girl out of Disney World, but you can’t take Disney World out of the girl.
Follow Darci on Twitter: @dmartindalee