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. We arrived December 19, 2011, and left for a dinner celebration at Yahtsmans. This experience was also a problem.
Yhe hostess was rude, insisted that we needed to ahead of time requested a high chair and the food came out cold. We went home after this event eating bread only. All but two entrees were returned. They went from being cold to being so burnt and rubbery the kids would not even eat theirs.
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 to dinner at Yahtmans, an employee entered our room and hit the door so hard that it knocked the topper of the cake and destroyed our cake. (See attachment) 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 Publix 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. Upon returning from our trip and ruined event, we called the executive team for days without a response for days. When they did respond we were told by Leslie, she did not respond because we were on site and that it was up to David, that Leslie Smith (Guest Communications Manager) David Kong, (Pop Century Guest Relations Manager for Pop Century) , Meg Croftin's Office (President) and the Executive Management team had consulted and these two options were acceptable to them and they were trying to make our experience a "Magical Experience". I again told her this was not ok.
To date no one was able to explain why after it was confirmed three days later with a lock interrogation,that on December 19, at about 3:26 this employee was the only one who entered and left and invoice in our room. Carelessly or maliciously this employee opened the door and hit the table so hard that this cast member destroyed this cake. There we even marks on the door from it. There was no resolution on site with David Kong, so we have contacted, Leslie Smith and Meg.Crofton's office at email@example.com (407-828-2600) for an answer as to why this employee entered the room and destroyed the cake but have had no response or resolution to date for this issue.
We also have contacted firstname.lastname@example.org. with the same. We ordered an engagement cake. An ice-cream social or a cake from the local publix was not ok.
It is bad enough that the event was ruined, but no one has cared. This event was sentimental to our family.
It was ruined.