Walt Disney World has earned a worldwide reputation for thrilling attractions, creative storytelling, and, unfortunately, really frustrating technology. It’s no secret that Guests are frustrated with Disney’s technology often, but is the problem getting worse?
Disney Guest Experience
Four theme parks comprise the Walt Disney World Resort in Orlando, Florida. Guests can visit Magic Kingdom, EPCOT, Hollywood Studios, and Animal Kingdom. The property is also home to resort hotels, waterparks, golf courses, and Disney Springs, an outdoor shopping center. Guests travel worldwide to visit the iconic Walt Disney World Resort, excited for magic and memories.
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The Walt Disney Company has a strong reputation for unique and outstanding customer service, or guest experience, as the Disney Company refers to it. Cast Members are trained to provide a high-quality guest experience to international guests visiting from all over the world.
Over the years, rumors have circulated of Cast Members never being able to say the word “no” or able to grant miracles to guests who shout loud and long enough. Not all of these are true, but they’re inspired by the company’s high regard for positive guest experiences.
Advanced Dining Reservations
Since 2012, Walt Disney World has relied increasingly on technology, most notably the My Disney Experience app. The My Disney Experience app has become increasingly pivotal to guests’ Walt Disney World experience. If you book a trip to Walt Disney World, you are directed to the app to buy park tickets, make dining reservations, book Genie+ and Lighting Lanes, and even mobile order food throughout the Walt Disney World Resort.
Guests can make advanced dining reservations for table service restaurants or dining experiences up to 60 days in advance. Disney encourages guests to make reservations through the My Disney Experience app or online. However, what do you do when technology fails while you’re trying to secure a popular reservation?
A Dining Reservation Horror Story
This was the case for one Disney guest who shared what they called an “advanced dining reservation horror story” on social media. The guest attempted to secure a reservation for the Candlelight Processional Dining Package this week. Reservations for this holiday dining package went live yesterday, October 17, 2023. This guest shared their frustrations with securing a reservation for this popular dining package.
“She [guest’s wife] messaged support which told her to call the helpline. She called the helpline and was on hold for over an hour only to be told to submit a support ticket. She submitted a support ticket and waited for a response only to be told that she needed to call the helpline. She called the helpline again and was again told to submit a ticket. They were able to book us a candlelight reservation for Coral Reef. We don’t eat seafood, but at least we had a reservation to something.”
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At a popular vacation destination like Walt Disney World, seconds can make a difference in if you can secure a popular dining experience. In these situations, it’s beyond frustrating for technology to fail and customer service to take their time finding a solution.
This guest shared that a Cast Member could unlink their resort reservation after multiple calls, which allowed them to finally make an advanced dining reservation. However, the reservation was relinked afterward, and they were told they would have to call again if future reservations were needed.
Have you experienced technical difficulties with Disney technology? Let us know in the comments below!