(These are all real-life examples, believe it or not.) I’m talking about things like demanding The Black Cauldron characters get their own meet-and-greet or insisting The ExtraTerrorestrial Alien Encounter returns or that you liked the old Pirates of the Caribbean better and you want Jack Sparrow removed. Be Realisticīefore you head to Guest Relations, think about your concern and if the Cast Member you’re going to speak with can really fix it. Guest Relations Cast Members want to assist no matter what - and for me personally, having a Guest kindly admit they needed help to correct a blunder was a surefire way to get me to go above and beyond. A simple, “I didn’t realize this when booking our tickets…” or “I forgot to link my son’s ticket…” can go a long way! If you’re headed to Guest Relations for a concern that you could’ve prevented, don’t sweat it! But do admit you made a boo-boo. But don’t worry - Guest Relations Cast Members are literally paid to be WDW experts. A trip to Walt Disney World requires a lot of research, planning, and knowledge, and it’s very possible something will slip your mind. We all have goofy moments when we forget things. Remember, the Cast Member in front of you is there to listen, to help, and to restore the magic if at all possible. So the moral of this story is simply to be nice. Think about it this way: Guest Relations Cast Members were hired to help you - why would you yell at the person trying to help you? And let me be clear, you have every right to be upset and frustrated if something goes wrong on the vacation you spent a lot of money on! What I am talking about is yelling, screaming, and cursing - which unfortunately happens more than you’d expect in a family theme park. This is coming from someone who has been called every name and curse word in the book - in several languages. But just because they can, doesn’t mean they have to. Guest Relations Cast Members have the ability to make an awful lot of magic and fix a lot of situations - no matter who’s at fault. Whether the issue is something completely out of your control (such as the weather or an attraction closing) or something that was completely in your control (for example, you didn’t realize there were block-out dates on your ticket), remember the Cast Member in front of you had nothing to do with the cause of your problem.īut they can fix it. But your tone, wording, and demeanor can affect whether or not that Cast Member goes above and beyond. Nice.”Įvery Guest Relations Cast Member wants to ensure that you have a wonderful vacation, and if Disney messes up they will absolutely attempt to fix the situation. If you don’t read any further on this post, just remember these two words: “Be. You Catch More Flies with Honey than Vinegar So what’s the best way to voice your concerns? Here are five tips from a former Guest Relations Hostess on how to complain at Walt Disney World. Guest Relations Hostess at Hollywood Studiosĭisney World isn’t exempt from mistakes, and as hard as they try, sometimes the guest experience can be less than magical. However, some issues absolutely warranted compensation or documentation, such as IT issues with MagicBands when they first rolled out, an extremely rude cast member, or a lengthy attraction breakdown. I heard all kinds of concerns during my tenure “in the plaid vest.” Some weren’t very valid, like “Can you make it stop raining!?” or “Why are there no women in the Hall of Presidents?” (True story.) Who could possibly complain at Disney World?! Well, unfortunately, lots of people. Guest Relations is the place to go for Information, Guests with Disabilities Services, International Guest Services, Reservations, Advice about the Parks, Planning Tips, and, of course, Complaining. Hello, there! My name is Molly and I had the pleasure of being a Guest Relations Hostess, Tour Guide, and Trainer for several years at Walt Disney World - primarily at Magic Kingdom and Disney’s Hollywood Studios.
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