General

Monday Mouse Watch : Changes to Disney Dining Plan infuriate WDW guests

Jim Hill reports that it’s been a really rough week for managers & servers at Disney World restaurants. Who’ve had to deal with all of the customers who are complaining about the “no more free gratuity” portion of this “Magic Your Way” add-on

Published

17 years ago

January 6, 2008

Jim Hill

There are many things that one might expect to hear at a full-service eatery at the Walt Disney World Resort. An attentive server asking a guest if they can get them another Coke. Or an anxious parent — as they clutch their camera — asking when’s Mickey going to come through the restaurant again.

But what you don’t expect to hear is a patron swearing at the top of their lungs at a WDW restaurant manager over something they just found on their bill.

Yet over the past seven days, this scene has been repeatedly at Disney World eateries. With Security having to be called in several cases in order to deal with these irate customers. All because these WDW visitors are furious with the changes that have recently been made to the Disney Dining Plan.

“And what’s the Disney Dining Plan?,” you ask. Much like Disney’s Magical Express Transportation, it is yet another of the Mouse’s ingenious schemes to keep WDW guests (more importantly, their wallets) on property. Preventing them from wandering on down the road and then spending their dough at the SeaWorld Adventure Park or the Universal Orlando Resort.

Initially introduced back in 2005, the Disney Dining Plan was an add-on offered to WDW resort guests who were booking a “Magic Your Way” vacation package. For one set price (initially $35 per day for adults and $10 per day for children ages 9 & under), Disney World visitors could then enjoy one table-service meal, one counter-service meal and one snack every day over the course of their vacation.

And right from the get-go, WDW guests just loved the Disney Dining Plan for its ease & convenience. Particularly because this “Magic Your Way” add-on covered the gratuity and all taxes at the resort’s table-service restaurants. Which meant that — at the end of the meal — all you had to do was hand your room key over to your server. He or she would then bring you back a receipt that showed how many credits you had left on your Dining Plan. And you were then free to head back into the parks and continue with your vacation.

And WDW managers … They loved the Disney Dining Plan too. Mostly because guests who prepurchased this Plan knew that all of their credits would expire at 11:59 p.m. on the day that they checked out of their WDW resort. So in order to get the most out of the Disney Dining Plan, that meant that these folks had to eat every single meal on property. Which didn’t leave them all that much time to go off property and explore the rest of Orlando.

This meant that WDW’s theme parks, shops and recreational facilities were reaping the rewards of all these trapped-on-property guests. The only problem was — given that they were now dealing with thousands of additional customers each day who were eating significantly discounted meals — the Food Service side of things at Walt Disney World was really taking it in the shorts here.

From what I hear, the Disney Dining Plan was actually causing WDW Food Service to lose money. That the sheer number of additional patrons who were being served discounted meals every day meant that Disney World’s 60+ table-service restaurants were now working much harder to earn far less. Which is why Disney World managers then insisted that the Dining Plan had to be changed for 2008. So that Food Service could then begin to benefit from this extremely popular “Magic Your Way” add-on.

Which is why — starting on January 1, 2008 — the “appetizer included” & “gratuity included” features that had previously been offered as part of the table-service-meals portion of the Disney Dining Plan were dropped. To reflect this change, Mickey did lower the price of this “Magic Your Way” add-on from $38.99 to $37.99. But that one dollar price difference wasn’t enough to placate WDW visitors last week. Many of whom had booked the 2008 version of the Disney Dining Plan because of the ease & convenience that they’d enjoyed while using this same system on previous WDW trips.

And then — when these folks saw a specific line on their bill that said that the Disney Dining Plan no longer covered gratuity … Well, they went nuts. As one veteran Food Service staffer told me this past weekend:

“People have been absolutely furious about this change. Most of the guests that I’ve been dealing are people have previously been to the resort and are used to the earlier version of the Dining Plan. So they’re coming into this situation with certain expectations. Which is why they get really angry when we hand them a bill that now asks them to cover the gratuity.

Copyright 2008 Disney. All Rights Reserved

A lot of these people are insisting that — when they booked this add-on for their ‘Magic Your Way’ vacation package — that no one at Central Reservations ever told them about there being any changes made to the Disney Dining Plan program. Which is why they now feel blindsided by this whole “appetizer not included” / “gratuity not included” thing.

Our managers are totally caught in the middle here. They’re the one who have been tasked with implementing this new policy. But — at the same time — they’re the ones who are supposed to keep the guests happy. Which is why — right now — all we’re able to do is send patrons who complain over to Guest Relations. Have them lodge a formal complaint there about the changes that have been made to the Dining Plan.

But from what I hear, people are complaining all over property. The frontline staff — the servers and the managers — are taking an awful lot of abuse from angry WDW guests who weren’t expecting to pay gratuities on any of the table-service meals that they eat over the course of their Disney World vacations. That’s why they signed up for the Disney Dining Plan in the first place. For its ease and its convenience. And to now find out now that — in addition to handing over their room key — they’ve also got to hand over a credit card or a wad of cash in order to cover the tip is sending some of these folks right over the edge.

Copyright 2008 Disney. All Rights Reserved

The worst part of all this is that a lot of these guests are now taking this change in the Disney Dining Plan out on their servers. They’re storming out of these restaurants and not tipping their waiters at all. And these people actually earn their living through tips. So this change in the Dining Plan could wind up hurting a whole lot of WDW cast members who can’t really afford to have their wages drop.”

According to my sources at the resort, there have been so many complaints so far from guests who have previously been to WDW and now feel that this new version of the Disney Dining Plan is a complete rip-off that Mouse House managers have begun a running tally of these complaints. They’re also keeping tabs on the amount of “compensation” that restaurant managers have had to hand out in order to placate guests over the past seven days. And the word is that the Mouse intends to keep track of these Dining Plan-related complaints in the weeks and months ahead. So that management can then have some hard numbers to work with, should they ever decide to rethink the changes that have recently been made to the Disney Dining Plan.

Disney — for its part — insists that this “Magic Your Way” add-on is still a great value. Which is why — over at the official Walt Disney World Resort website — the company insists that would-be WDW visitors shouldn’t …

” … miss out ! To save up to 40% on all your Disney Dining needs — and to experience the convenience of pre-paid dining — be sure to purchase the Magic Your Way Package Plus Dining when staying at a select Walt Disney World Resort hotel.”

Copyright 2008 Disney. All Rights Reserved

Of course, the way guests who had previously visited WDW see this situation is that the Disney Dining Plan was a far better “Magic Your Way” add-on when it still included appetizer & gratuity. More to the point, a lot of these people say that they’d be perfectly happy to pay more for the 2008 version of the Plan if Disney would just fold those two features back into the table-service-meal portion of the Dining Plan.

But for now, Disney is just going to stand pat. See if these complaints eventually fade away. But as for the restaurant managers (Who have to deal daily with all these angry customers) and as for the poor servers (Who — in many cases — have already seen a significant drop in their tips), Mickey can’t revert to the old policy fast enough.

So what do you folks think ? Should the folks over at Central Reservations done a better job in getting the word out to guests booking 2008 vacation packages about the coming change to the Disney Dining Plan ? Or was it a mistake in the first place for the Mouse to cut the “appetizer & gratuity included” feature out of the table-service-meal portion of this “Magic Your Way” add-on?

Your thoughts?

And speaking of tips … If you’d like to help support this website, then why not start out your next Amazon.com shopping spree by clicking on the above banner? If you do that … Well, JHM then gets a tiny little portion of whatever you spend. Which is sort of like a tip.

Anyway … Thanks in advance for your most gracious gratuity.

General

Seward Johnson bronzes add a surreal, artistic touch to NYC’s Garment District

Published

9 years ago

June 23, 2015

Jim Hill

Greetings from NYC. Nancy and I drove down from New
Hampshire yesterday because we'll be checking out
Disney Consumer Products' annual Holiday Showcase later today.

Anyway … After checking into our hotel (i.e., The Paul.
Which is located down in NYC's NoMad district), we decided to grab some dinner.
Which is how we wound up at the Melt Shop.

Photo by Jim Hill

Which is this restaurant that only sells grilled cheese sandwiches.
This comfort food was delicious, but kind of on the heavy side.

Photo by Jim Hill

Which is why — given that it was a beautiful summer night
— we'd then try and walk off our meals. We started our stroll down by the Empire
State Building
…

Photo by Jim Hill

… and eventually wound up just below Times
Square (right behind where the Waterford Crystal Times Square New
Year's Eve Ball is kept).

Photo by Jim Hill

But you know what we discovered en route? Right in the heart
of Manhattan's Garment District
along Broadway between 36th and 41st? This incredibly cool series of life-like
and life-sized sculptures that Seward
Johnson has created.

Photo by Jim Hill

And — yes — that is Abraham Lincoln (who seems to have
slipped out of WDW's Hall of Presidents when no one was looking and is now
leading tourists around Times Square). These 18 painted
bronze pieces (which were just installed late this past Sunday night / early
Monday morning) range from the surreal to the all-too-real.

Photo by Jim Hill

Some of these pieces look like typical New Yorkers. Like the
business woman planning out her day …

Photo by Jim Hill

… the postman delivering the mail …

Photo by Jim Hill

… the hot dog vendor working at his cart …

Photo by Jim Hill

… the street musician playing for tourists …

Photo by Jim Hill

Not to mention the tourists themselves.

Photo by Jim Hill

But right alongside the bronze businessmen …

Photo by Jim Hill

… and the tired grandmother hauling her groceries home …

Photo by Jim Hill

… there were also statues representing people who were
from out-of-town …

Photo by Jim Hill

… or — for that matter — out-of-time.

Photo by Jim Hill

These were the Seward Johnson pieces that genuinely beguiled. Famous impressionist paintings brought to life in three dimensions.

Note the out-of-period water bottle that some tourist left
behind. Photo by Jim Hill

Some of them so lifelike that you actually had to pause for
a moment (especially as day gave way to night in the city) and say to yourself
"Is that one of the bronzes? Or just someone pretending to be one of these
bronzes?"

Mind you, for those of you who aren't big fans of the
impressionists …

Photo by Jim Hill

… there's also an array of American icons. Among them
Marilyn Monroe …

Photo by Jim Hill

… and that farmer couple from Grant Wood's "American
Gothic."

Photo by Jim Hill

But for those of you who know your NYC history, it's hard to
beat that piece which recreates Alfred Eisenstaedt's famous photograph of V-J Day in Times Square.

Photo by Jim Hill

By the way, a 25-foot-tall version of this particular Seward
Johnson piece ( which — FYI — is entitled "Embracing Peace") will actually
be placed in Times Square for a few days on or around August 14th to commemorate the 70th
anniversary of Victory Over Japan Day (V-J Day).

Photo by Jim Hill

By the way, if you'd like to check these Seward Johnson bronzes in
person (which — it should be noted — are part of the part of the Garment
District Alliance's new public art offering) — you'd best schedule a trip to
the City sometime over the next three months. For these pieces will only be on
display now through September 15th.

General

Wondering what you should “Boldly Go” see at the movies next year? The 2015 Licensing Expo offers you some clues

Published

10 years ago

June 10, 2015

Jim Hill

Greeting from the 2015 Licensing Expo, which is being held
at the Mandalay Bay
Convention Center in Las
Vegas.

Photo by Jim Hill

I have to admit that I enjoy covering the Licensing Expo.
Mostly becomes it allows bloggers & entertainment writers like myself to
get a peek over the horizon. Scope out some of the major motion pictures &
TV shows that today's vertically integrated entertainment conglomerates
(Remember when these companies used to be called movie studios?) will be
sending our way over the next two years or so.

Photo by Jim Hill

Take — for example — all of "The Secret Life of
Pets" banners that greeted Expo attendees as they made their way to the
show floor today. I actually got to see some footage from this new Illumination
Entertainment production (which will hit theaters on July 8, 2016) the last time I was in Vegas. Which
was for CinemaCon back in April. And the five or so minutes of film that I viewed
suggested that "The Secret Life of Pets" will be a really funny
animated feature.

Photo by Jim Hill

Mind you, Universal Pictures wanted to make sure that Expo
attendees remembered that there was another Illumination Entertainment production
coming-to-a-theater-near-them before "The Secret Life of Pets" (And
that's "Minions," the "Despicable Me" prequel. Which
premieres at the Annecy International Animated Film Festival next week but
won't be screened stateside 'til July 10th of this year). Which is why they had
three minions who were made entirely out of LEGOS loitering out in the lobby.

Photo by Jim Hill

And Warner Bros. — because they wanted "Batman v
Superman: Dawn of Justice" to start trending on Twitter today — brought
the Batmobile to Las Vegas.

Photo by Jim Hill

Not to mention full-sized macquettes of Batman, Superman and
Wonder Woman. Just so conventioneers could then see what these DC superheroes
would actually look like in this eagerly anticipated, March 25, 2016 release.

Photo by Jim Hill

That's the thing that can sometimes be a wee bit frustrating
about the Licensing Expo. It's all about delayed gratification. You'll come
around a corner and see this 100 foot-long ad for "The Peanuts Movie"
and think "Hey, that looks great. I want to see that Blue Sky Studios production
right now." It's only then that you notice the fine print and realize that
"The Peanuts Movie" doesn't actually open in theaters 'til November
6th of this year.

Photo by Jim Hill

And fan of Blue Sky's "Ice Age" film franchise are in for an even
longer wait. Given that the latest installment in that top grossing series
doesn't arrive in theaters 'til July
15, 2016.

Photo by Jim Hill

Of course, if you're one of those people who needs immediate
gratification when it comes to your entertainment, there was stuff like that to
be found at this year's Licensing Expo. Take — for example — how the WWE
booth was actually shaped like a wrestling ring. Which — I'm guessing — meant
that if the executives of World Wrestling Entertainment, Inc. didn't like
the offer that you were making, they were then allowed to toss you out over the
top rope, Royal Rumble-style.

Photo by Jim Hill

I also have to admit that — as a longtime Star Trek fan —
it was cool to see the enormous Starship Enterprise that hung in place over the
CBS booth. Not to mention getting a glimpse of the official Star Trek 50th
Anniversary logo.

Photo by Jim Hill

I was also pleased to see lots of activity in The Jim Henson
Company booth. Which suggests that JHC has actually finally carved out a
post-Muppets identity for itself.

Photo by Jim Hill

Likewise for all of us who were getting a little concerned
about DreamWorks Animation (what with all the layoffs & write-downs &
projects that were put into turnaround or outright cancelled last year), it was
nice to see that booth bustling.

Photo by Jim Hill

Every so often, you'd come across some people who were
promoting a movie that you weren't entirely sure that you actually wanted to
see (EX: "Angry Birds," which Sony Pictures Entertainment / Columbia
Pictures will be releasing to theaters on May 20, 2016). But then you remembered that Clay Kaytis —
who's this hugely talented former Walt Disney Animation Studios animator — is
riding herd on "Angry Birds" with Fergal Reilly. And you'd think
"Well, if Clay's working on 'Angry Birds,' I'm sure this animated feature
will turn out fine."

Photo by Jim Hill

Mind you, there were reminders at this year's Licensing Expo
of great animated features that we're never going to get to see now. I still
can't believe — especially after that brilliant proof-of-concept footage
popped up online last year — that Sony execs decided not to go forward
with production of Genndy Tartakovsky's
"Popeye" movie. But that's the
cruel thing about the entertainment business, folks. It will sometime break
your heart.

Photo by Jim Hill

And make no mistake about this. The Licensing Expo is all
about business. That point was clearly driven home at this year's show when —
as you walked through the doors of the Mandalay
Bay Convention Center
— the first thing that you saw was the Hasbros Booth. Which was this gleaming,
sleek two story-tall affair full of people who were negotiating deals &
signing contracts for all of the would-be summer blockbusters that have already
announced release dates for 2019 & beyond.

Photo by Jim Hill

"But what about The Walt Disney Company?," you
ask. "Weren't they represented on the show floor at this year's Licensing
Expo?" Not really, not. I mean, sure. There were a few companies there hyping
Disney-related products. Take — for example — the Disney Wikkeez people.

Photo by Jim Hill

I'm assuming that some Disney Consumer Products exec is
hoping that Wikkeez will eventually become the new Tsum Tsum. But to be blunt,
these little hard plastic figures don't seem to have the same huggable charm
that those stackable plush do. But I've been wrong before. So let's see what
happens with Disney Wikkeez once they start showing up on the shelves of the
Company's North American retail partners.

Photo by Jim Hill

And speaking of Disney's retail partners … They were
meeting with Mouse House executives behind closed doors one floor down from the
official show floor for this year's Licensing Expo.

Photo by Jim Hill

And the theme for this year's invitation-only Disney shindig? "Timeless
Stories" involving the Disney, Pixar, Marvel & Lucasfilm brands that
would then appeal to "tomorrow's consumer."

Photo by Jim Hill

And just to sort of hammer home the idea that Disney is no
longer the Company which cornered the market when it comes to little girls
(i.e., its Disney Princess and Disney Fairies franchises), check out this
wall-sized Star Wars-related image that DCP put up just outside of one of its
many private meeting rooms. "See?," this carefully crafted photo
screams. "It isn't just little boys who want to wield the Force. Little
girls also want to grow up and be Lords of the Sith."

Photo by Jim Hill

One final, kind-of-ironic note: According to this banner,
Paramount Pictures will be releasing a movie called "Amusement Park"
to theaters sometime in 2017.

Photo by Jim Hill

Well, given all the "Blackfish" -related issues
that have been dogged SeaWorld Parks & Entertainment over the past two years, I'm
just hoping that they'll still be in the amusement park business come 2017.

Your thoughts?

General

It takes more than three circles to craft a Classic version of Mickey Mouse

Published

10 years ago

June 9, 2015

Jim Hill

You know what Mickey Mouse looks like, right? Little guy,
big ears?

Truth be told, Disney's corporate symbol has a lot of
different looks. If Mickey's interacting with Guests at Disneyland
Park (especially this summer, when
the Happiest Place on Earth
is celebrating its 60th anniversary), he looks & dresses like this.

Or when he's appearing in one of those Emmy Award-winning shorts that Disney
Television Animation has produced (EX: "Bronco Busted," which debuts
on the Disney Channel tonight at 8 p.m. ET / PT), Mickey is drawn in a such a
way that he looks hip, cool, edgy & retro all at the same time.

Looking ahead to 2017 now, when Disney Junior rolls out "Mickey and the
Roadster Racers," this brand-new animated series will feature a sportier version
of Disney's corporate symbol. One that Mouse House managers hope will persuade
preschool boys to more fully embrace this now 86 year-old character.

That's what most people don't realize about the Mouse. The
Walt Disney Company deliberately tailors Mickey's look, even his style of
movement, depending on what sort of project / production he's appearing in.

Take — for example — Disney
California Adventure
Park's "World of Color:
Celebrate!" Because Disney's main mouse would be co-hosting this new
nighttime lagoon show with ace emcee Neil Patrick Harris, Eric Goldberg really had
to step up Mickey's game. Which is why this master Disney animator created
several minutes of all-new Mouse animation which then showed that Mickey was
just as skilled a showman as Neil was.

Better yet, let's take a look at what the folks at Avalanche Studios just went
through as they attempted to create a Classic version of Mickey & Minnie.
One that would then allow this popular pair to become part of Disney Infinity
3.0.

"I won't lie to you. We were under a lot of pressure to
get the look of this particular version of Mickey — he's called Red Pants
Mickey around here — just right," said Jeff Bunker, the VP of Art
Development at Avalanche Studios, during a recent phone interview. "When
we brought Sorcerer Mickey into Disney Infinity 1.0 back in January of 2014,
that one was relatively easy because … Well, everyone knows what Mickey Mouse
looked like when he appeared in 'Fantasia.' "

"But this time around, we were being asked to design
THE Mickey & Minnie," Bunker continued. "And given that these Classic
Disney characters have been around in various different forms for the better
part of the last century … Well, which look was the right look?"

Which is why Jeff and his team at Avalanche Studios began watching hours &
hours of Mickey Mouse shorts. As they tried to get a handle on which look would
work best for these characters in Disney Infinity 3.0.

"And we went all the way back to the very start of Mickey's career. We began
with 'Steamboat Willie' and then watched all of those black & white Mickey shorts
that Walt made back in the late 1920s & early 1930s. From there, we
transitioned to his Technicolor shorts. Which is when Mickey went from being
this pie-eyed, really feisty character to more of a well-behaved leading
man," Bunker recalled. "We then finished out our Mouse marathon by
watching all of those new Mickey shorts that Paul Rudish & his team have
been creating for Disney Television Animation. Those cartoons really recapture
a lot of the spirit and wild slapstick fun that Mickey's early, black &
white shorts had."

But given that the specific assignment that Avalanche Studios had been handed
was to create the most appealing looking, likeable version of Mickey Mouse
possible … In the end, Jeff and his team wound up borrowing bits & pieces
from a lot of different versions of the world's most famous mouse. So that
Classic Mickey would then look & move in a way that best fit the sort of
gameplay which people would soon be able to experience with Disney Infinity
3.0.

"That — in a lot of ways — was actually the toughest
part of the Classic Mickey design project. You have to remember that one of the
key creative conceits of Disney Infinity
is that all the characters which appear in this game are toys," Bunker
stated. "Okay. So they're beautifully detailed, highly stylized toy
versions of beloved Disney, Pixar, Marvel & Lucasfilm characters. But
they're still supposed to be toys. So our Classic versions of Mickey &
Minnie have the same sort of thickness & sturdiness to them that toys have.
So that they'll then be able to fit right in with all of the rest of the
characters that Avalanche Studios had previously designed for Disney Infinity."

And then there was the matter of coming up with just the
right pose for Classic Mickey & Minnie. Which — to hear Jeff tell the
story — involved input from a lot of Disney upper management.

"Everyone within the Company seemed to have an opinion
about how Mickey & Minnie should be posed. More to the point, if you Google
Mickey, you then discover that there are literally thousands of poses out there
for these two. Though — truth be told — a lot of those kind of play off the
way Mickey poses when he's being Disney's corporate symbol," Bunker said.
"But what I was most concerned about was that Mickey's pose had to work
with Minnie's pose. Because we were bringing the Classic versions of these
characters up into Disney Infinity 3.0 at the exact same time. And we wanted to
make sure — especially for those fans who like to put their Disney Infinity
figures on display — that Mickey's pose would then complement Minnie.

Which is why Jeff & the crew at Avalanche Studios
decided — when it came to Classic Mickey & Minnie's pose — that they
should go all the way back to the beginning. Which is why these two Disney icons
are sculpted in such a way that it almost seems as though you're witnessing the
very first time Mickey set eyes on Minnie.

"And what was really great about that was — as soon as
we began showing people within the Company this pose — everyone at Disney
quickly got on board with the idea. I mean, the Classic Mickey that we sculpted
for Disney Infinity 3.0 is clearly a very playful, spunky character. But at the
same time, he's obviously got eyes for Minnie," Bunker concluded. "So
in the end, we were able to come up with Classic versions of these characters
that will work well within the creative confines of Disney Infinity 3.0 but at
the same time please those Disney fans who just collect these figures because
they like the way the Disney Infinity characters look."

So now that this particular design project is over, does
Jeff regret that Mouse House upper management was so hands-on when it came to
making sure that the Classic versions of Mickey & Minnie were specifically
tailored to fit the look & style of gameplay found in Disney Infinity 3.0?

"To be blunt, we go through this every time we add a new character to the
game. The folks at Lucasfilm were just as hands-on when we were designing the
versions of Darth Vader and Yoda that will also soon be appearing in Disney
Infinity 3.0," Bunker laughed. "So in the end, if the character's
creators AND the fans are happy, then I'm happy."

This article was originally posted on the Huffington Post's Entertainment page on Tuesday, June 9, 2015