We have traveled to Disney for over 30 years. Our recent visit in December 2011 was terrible. We arrived with our family, our children and grandkids to have an engagement party. We had ordered an engagement cake to have delivered to our room. This cake was an issue from the start. Bottom line is that Disney was selling us a cake that would not meet health regulations. One of their head decorators advised me not to get a cake with custard filling because they have no set way to deliver the cake and refrigerate the cake. The custard filling had to be refrigerated or it could cause food poisoning. We changed our filling after three months of dealing with Disney. It was not ok that this cake was going to go in an employees car without refrigeration. They could not guarantee it could get their safe....We arrived December 19, 2011, and left for a dinner celebration at Yahtsmans. After dinner we were returning to celebrate with our engagement cake and head to the Polynesian to sit by the water and watch the 10:00 holiday fireworks. While we were gone an employee entered our room and hit the door so hard that it knocked the topper loose off the cake and destroyed our cake. The topper rolled down the cake causing the cake to be in pieces.We returned about 7:30 and immediately called management. They said they would immediately call Leslie Smith who was handling this cake. We had no response and the next morning were informed that Disney was scheduling a lock interrogation on the room to confirm this employee entered the room. They needed a couple of days to do this and speak to the cast member. Three days later, it was confirmed. The executive management team was very callous and had David Kong contact us. He offered an ice cream social in the Pop Century food court or another cake from the local Publlix grocery store. He stated that it was a busy time and the cake would not be as good though. This was not ok with us. Even after David King (Pop Century Guest Relations Manager) repeated this multiple times, he kept repeating the same thing and said these are your only options. We found this very disrespectful. To us, it's like having a Birthday party without the cake. Only worse. The event was already over. It was ruined. We even tried to contact Leslie Smith (Manager of guest services at 407-560-3229) who was handling this cake from December 19 on with no response. When we returned, we sent this e-mail to Lesllie and management including the presidents office. Meg Croftin.Attached are our pictures. The beginning ones are at arrival. You will also see decorations for celebration. Family pictures also to see cake.We then left for dinner at yahtsmans. Last photo is what we came back to....Your employee entered the room and did this. You tell me how an ice cream social or a cake from the grocery store can replace this event. I will send in several e-mails so attachment is not too big. Please forward to appropriate people.
After being told they would do nothing again we decided to have the pictures looked at.
Here is recent letter to Leslie..Leslie,
This past week, we had top decorators enlarge and evaluate the cake pictures. If you do the same, I believe you will understand. I am writing this letter as a final attempt to get resolution and closure.
This has been brought to our attention:
In looking at cake pictures. (If you enlarge them, you can see it tilting)
After asking many cake decorators in the area, they stated that the topper bottom piece possibly was too heavy and the cake softened causing the topper to tilt and fall into the cake. When the employee hit the door into the table, it knocked the topper off destroying the cake. Either the topper was too heavy for the cake, causing the cake to fall while we were gone; and/or the employee hitting the door hard enough to put marks on the door caused the cake to fall, and/or the cake after being taken out of refrigeration softened. We were told that Butter cream will do this as will other frostings.
Either way, this event was ruined. Yes the cake was comped because of previous concerning issues, but it still had a value. Asking us and insulting us by offering an ice-cream social or a Publix cake was very demeaning to our family. The event was over. .
The frustration of this has led to the fact that after a 35 year legacy for our family, has been crushed. This issue could have been resolved, but Disney seems to not care. We did not eat one *** from this cake, the ruined dinner at Yahtsmans was not eaten or corrected ( despite us being told it was comped, that is incorrect,), and the previous cake issues ( a lack of calls back by Disney employees and even selling a cake that would cause food poisoning is not ok).
We believe that this cake had a value, an apology at least would be nice and at least inform the cake department what has happened so this does not happen to future guests. If the topper was too heavy and the cake colapsed, people need to know. If the employee hit the door into the door that employee needs to know. If the second layer was not put on correctly, the employee needs to know. If the cake softens when out, let people know.
Whatever the reason, our event was ruined.
And finally, we spent three days resolving
The had Faith in risk management call and relay this message...Spoke to Faith this morning.
She stated that Disney will not answer my e-mail to Leslie. She felt we should have accepted an ice cream social or a Publix cake in place of the ruined cake. I asked if she had looked at the cake, and she did not respond.
I explained that we believe we have made every reasonable attempt to resolve not just this issue but many of the issues that have occurred. These issues have caused us great loss.
Bottom line is Disney did not care. We will never return again.