What is fair compensation for waitress drink spill?

[disney*mom*82]

I would like to think that their meals would be comped along with the sweatshirt. I like the idea of a ticket for a different day for the Candlelight, but lets be realistic, that means park entry, when you are at WDW, you usually have plans as to what parks what days, etc. I personally probably would have left family at Epcot while I returned to hotel to clean up, no way would I hang around and be sticky. I dont go on rides that I will get wet on because I cant stand it, never would I be able to handle being sticky all evening like that.

Our experience....On our last day at WDW, we decided to visit Boardwalk and eat, get snacks, and use voucher in their arcade. At the arcade my DD12 (10 at the time) slipped and landed in a spilt drink, well it ended up being beer. She not only was soaked from beer, but she also hurt her back. The CM on duty didnt offer anything, didnt even appologise, just cleaned it up and went on her way. We were in a hurry as it was our last day there, suitcases packed, no extra clothes, etc and I was pretty upset she didnt atleast ask if she was ok. We had to buy her a t shirt there for her to change into but there was no bottoms her size, We werent offered a shirt or even a discount on the top.

Sooo...I guess atleast the got the clean shirts.

 

[tinacaplan]

As someone who worked as a waitress for many years, accidents do happen. Thus, it would seem the sweatshirts were compensation enough.

 

[ZehnJahren]

As a former server myself, I'd say that the sweatshirts and comped meals (at least of the two who were spilled on) would have been most appropriate for a Disney establishment. In my establishment (and I sadly know this from experience, as I dropped a tray of hot food AND drink on two of a family of four when my wrist gave out on a busy night), we comped ALL meals, I and the manager apologized profusely, the restaurant paid for the dry cleaning of the clothes, and I would not accept a tip. I know another case where a drink was spilled squarely in the lap of a woman at the table and the bill was cut in half, plus drinks were on the house.

 

[undertheradar]

The problem is that the internet has killed what was thought of as the "Disney magic" that so many guests expect. Had the guests been comped and given shirts, this thread would not even be here. People hold Disney to a higher standard and attempt to justify it by claiming that Disney charges higher prices. My comparison of a small child was for simplicity. If someone bumps into you in a crowd and spills a drink on you, is it Disney's fault? Accidents happen and too many guests try and leverage the incident into some type of recovery from Disney. Would a comped entree have been nice, sure. Was it required, no.

 

[BGK]

Finally, someone mentioned that we should hold Disney's guest recovery at a higher standard than your local restaurant.

Now now. You're doing it wrong. Disney can't fail, it can only be failed. The guest should've apologized to the server, manager, cast, and other diners for whatever he or she did to deserve those drinks being spilled on him or her.

Also too, it's beyond disgusting that this chisler got the special candlelight processional with spillage package and only paid for the regular package!!! It's exactly that sort of grifting that ruins Disney Dinning for everyone else.

 

[AimeeMichele]

Speaking as a former waitress, I would totally expect to comp the bill of any person that I spilled drinks on. In fact, I once worked at a Mexican restaurant and dumped a strawberry marg on a woman in a cream coloured business suit. She was totally peeved and why shouldn't she be?

As for the sweatshirts, I totally think it was reasonable to ensure she didn't have to return to the hotel to change, etc.

Who cares why the bill was $500? Totally off topic and irrelevant!

Of course it was an accident and the OP wasn't calling for the girl to be fired, but the customers were inconvenienced and I don't think it would be unreasonable to comp the meal for two people as a good faith gesture.

ITA. This is what is expected at least from the establishments Ive worked at in the past as a waitress, bartender or the operations manager. I do not understand how so many think an apology is sufficient?!? An entire tray of drinks was dumped....not a little spill. To each their own

 

[spaceacewannabe]

This needs to be addressed in written form to guest relations. two sweatshirts would not cut it for me. To then pay the bill was really bad for Disney manager on duty there to even take and clothes that got wet should have been cleaned for them as well...Have only had to contact guest relations once and heard back from them in short time and they took care of the problem 100%...

I agree. I think Disney is taking advantage of the fact that you're on vacation, so what are you going to do? Also, they are not looking for "regulars" at a restaurant like Coral Reef, giving them less incentive to make right.

1) I disagree.
2) In many high-end eateries, she would get a free drink or dessert.
3) Any, maybe, just maybe, an offer for cleaning.
4) A fully comp'd meal is excessive.

NOTE: We have a major interest in a diner and a fine dining eatery.
For spill accidents, we offer an apology, a drink and cleaning. That
is more than ample for an accident. (If not an accident, and the
server did it on purpose to an obnoxious guest, we fain apologies,
without drinks or cleaning, then laugh as we walk away.)

Yours would be a restaurant I probably would not return to, especially if I sensed the apology was feigned.

Speaking as a former waitress, I would totally expect to comp the bill of any person that I spilled drinks on. In fact, I once worked at a Mexican restaurant and dumped a strawberry marg on a woman in a cream coloured business suit. She was totally peeved and why shouldn't she be?

As for the sweatshirts, I totally think it was reasonable to ensure she didn't have to return to the hotel to change, etc.

Who cares why the bill was $500? Totally off topic and irrelevant!

Of course it was an accident and the OP wasn't calling for the girl to be fired, but the customers were inconvenienced and I don't think it would be unreasonable to comp the meal for two people as a good faith gesture.

As a former server myself, I'd say that the sweatshirts and comped meals (at least of the two who were spilled on) would have been most appropriate for a Disney establishment. In my establishment (and I sadly know this from experience, as I dropped a tray of hot food AND drink on two of a family of four when my wrist gave out on a busy night), we comped ALL meals, I and the manager apologized profusely, the restaurant paid for the dry cleaning of the clothes, and I would not accept a tip. I know another case where a drink was spilled squarely in the lap of a woman at the table and the bill was cut in half, plus drinks were on the house.

Yours would be restaurants I would return to---because accidents happen and are forgiven...quality of customer service in response to problems is what I will remember. If this were to happen to me at one of the few restaurants I frequent, I would expect the entire meal comped and possibly a free meal at my next visit...not because I am entitled---nor would I accept a second free meal---but because that's the kind of service I usually get at places I choose to return to.

 

[Mickey'sApprentice]

My husband had somebody else's half eaten spaghetti spilled on him at a local Applebees. He had on a new sweatshirt at the time.

Our dinner was free, and Applebee's paid for the dry cleaning of the item. We made a verbal agreement that had the stains not been completely removed, that Applebees would pay for the replacement cost of the sweatshirt.

Well, the cleaners removed the stain, and we were happy. I don't recall if we called back to tell them of the happy resolution.

As for the OPs situation, it almost seems like Disney could have ushered them to a back stage area so that they could shampoo their hair, and generally clean up with the new sweatshirts. I don't know if I would have been able to attend any event with sticky, disgusting hair. I'm just too self conscious about people pointing and staring.

 

[LSUDis]

I thought about this--

Pure class would have been--since this was EPCOT--that the manager call and see if a room was available, temporarily only (an hour or so), at Boardwalk or Beach Club. Offer the lady a room for an hour or so to shower and clean up. She would have access to a blow dryer then. Provide antiperspirant, etc. Send her with the shirt vouchers. Offer to have her clothes cleaned when she returned to her resort.

Let the guest decide yes or no to these options. Let her feel important and a cherished guest. This would provide good feelings on the side of the guest and would probably make the server feel better, too. Would not cost Disney much at all, but would provide TONS of goodwill. Creative solutions do not have to be expensive.

WDW should overdo the guest with kindness--go BEYOND expectations, never below. Don't tell me that this is not a good business model--this is what Disney was built upon. Otherwise, why do they train other businesses in "the Disney way" of customer service?

I may be totally naive, but I don't think that people would fake something like this that would cause discomfort or would take so much time away from their expensive park time.

 

[undertheradar]

I thought about this--

Pure class would have been--since this was EPCOT--that the manager call and see if a room was available, temporarily only (an hour or so), at Boardwalk or Beach Club. Offer the lady a room for an hour or so to shower and clean up. She would have access to a blow dryer then. Provide antiperspirant, etc. Send her with the shirt vouchers. Offer to have her clothes cleaned when she returned to her resort.

Let the guest decide yes or no to these options. Let her feel important and a cherished guest. This would provide good feelings on the side of the guest and would probably make the server feel better, too. Would not cost Disney much at all, but would provide TONS of goodwill. Creative solutions do not have to be expensive.

WDW should overdo the guest with kindness--go BEYOND expectations, never below. Don't tell me that this is not a good business model--this is what Disney was built upon. Otherwise, why do they train other businesses in "the Disney way" of customer service?

I may be totally naive, but I don't think that people would fake something like this that would cause discomfort or would take so much time away from their expensive park time.

You would expect this during the busiest week of the year at WDW? Imagine a late arriving guest being told that their room was not ready, in order that the resort could provide a room for the OP's friends to shower in. We would then be reading about how terrible it is to arrive in the evening to have to wait on a clean room. Who should pay for the costs of this? If the server spilled the tray shouldn't the server be responsible for any costs involved? Accidents happen and I can't imagine that clothing and a comped meal are expected. Were the bathrooms closed, somehow blocking the women from going and at least washing up? As for the "Disney way" of customer service, that has been reduced for years. The problem with expectation is that the bar keeps getting set higher and higher. Towel animals that we used to take for granted are now expected. Simple gestures like balloons or an autographed photo are now expected. As I stated earlier, a lot of the "Disney magic" is gone due to people spreading the news to all of their friends on the internet. If someone checked in and received a complementary upgrade, other posters want to know what they said to get it. We have gone to WDW for years and people are just expecting too much these days.

 

[TheRustyScupper]

. . . If this were to happen to me at one of the few restaurants I frequent, I would expect the entire meal comped and possibly a free meal at my next visit . . .

1) Let's slightly change the scenario.
. . . you, as a guest, are walking past the table
. . . you bump the waitress and she spills the tray
. . . you cause people to get splattered and wet
. . . you are plainly and clearly at fault
2) By this reasoning
. . . you should apologize
. . . you should pay $500 for the other guests' meals
. . . you should pay for two new sweatshirts
. . . you should pay at least $100 for the next visit's meal
. . . you should have about $700 of your vacation money drained
3) Exactly where does compensation stop?
4) I guess, like many opinions
. . . everyone has one
. . . they are different based upon where you are standing
. . . also different whether you would pay or someone else would pay
5) As a further scenario
. . . you attend a party at the neighbor's
. . . you get something spilled on your clothes by another person
. . . should you automatically get free clothing?
. . . should get you comp'd for the food/drink you contributed?

NOTE: I personally believe we need to not be a society of "Gimmie",
and start to accept what is reasonable. People have said "because it is
Disney". Why should it matter.

 

[cymbaldiva]

One of my good friends is at Disney right now with her DH and 4 teenagers. I planned their trip for them. They were at Coral Reef last evening on the Candlelight Processional Dinner Package. The bill was about $500. The waitress spilled an entire tray full of drinks down over my friend's head, back and into her bag, soaking her. Only after seeking out the manager, did my friend's DH get them 2 vouchers for sweatshirts (hers and her daughter's were soaked). That's it. Don't you think at least her dinner should have been taken off the bill? Her hair and parts of her body were wet and sticky when they went to see the Candlelight Processional. I don't think 2 sweatshirts was enough, considering how it made her evening less than pleasant.

The only thing that I can see that should have been different is that no one should have had to seek out the manager - he/she should have been advised of the situation by the waitstaff. Otherwise? Life happens - change into the sweatshirts, enjoy the evening... just move on.

 

[LSUDis]

I don't necessarily believe in "giving" her anything.

I just think that it should be made right.

The waitress is not penalized, of course, b/c it was an accident and accidents happen.

However, this lady is being penalized (through no fault of HER own) with a cold night with wet, sticky hair for an outdoor show, for which she had paid quite a bit of money to attend. Also, she was probably terribly embarassed at the attention she was given.

Can't a way be found to clean her up and dry her hair? That doesn't cost anything. I've never mentioned comping her meal or ANY meal.

I agree that just handing out money or goods is not the way to solve issues. Get to the root of the problem and solve it--throwing money at a problem is a bad precedent. . . . and a lazy solution.

 

[LSUDis]

Okay, how about arranging for her to use the poolhouse at Beach Club or anywhere nearby that has a shower so she can wash and dry her hair? I think, since it was a liquid, that she probably needed to wash her hair. Was it alcohol? She might be smelling like a brewery. She was probably embarassed, too, b/c of the unwanted attention that she got, which probably, if not ruined her evening, DID seriously put a damper (no pun intended) on it--through no fault of her own.

I've never received a balloon.
I've never received an autographed picture.
I HAVE been the recipient of simple acts of kindness.

Never went to WDW until an adult with kids.
What sold me on WDW was a simple moment--on our first trip, we were at MK, and it began to rain hard. I entered a shop and tried to buy an umbrella, but the CM said that they were out. I left the shop and had walked about 20-30 yds. when I felt a tap on my shoulder. I turned around to see the same lady from the shop. She handed me an umbrella. I reached into my wallet to pay her, but she said, "No, no. That's MY umbrella. Take it and have fun" and she turned away and sped back to her shop.

Was it her fault that they were sold out? No. Was it WDW's fault that it was raining? No. Did I expect her to give me her umbrella? Absolutely not, but that moment of thoughtfulness and of going beyond expectations led to me to come back. That's the spirit of Disneyworld to me.

We are about to make our 13th trip to WDW. They have more than recouped the cost of replacing that CM's umbrella. All that we expect from the "Happiness Place on Earth" is just a little bit nicer world than the everyday get-up-early-go-to-work rat race of the "outside" world. Does that mean that I want all of the free stuff that I can get? No way.

I guess what I'm saying is this: little things DO mean a lot. I've tried to notice a bit more how CMs go out of their way to make someone's day special. It's led me to do my part to improve other's experiences at WDW (paying it forward) such as handing out lightsticks to cranky kids on the bus or getting Fastpasses and giving them to families just coming in. Little things that may change a person's/family's day--no real big deals, though.

So, find out what is the main issue with the spilled-upon-lady. Is it being cold? Is it feeling embarassed about looking sticky at the Processional? Find out and try to help her. The server isn't penalized b/c it wasn't her fault, of course. Along those lines, this poor lady was drenched through no fault of her own, yet she is being penalized by having wet, sticky hair for a cold, outdoor show. Make it right.

Must the fear of higher and higher guest expectations hold WDW back?

 

[c&m]

I don't think this is an "I am entitled" or "gimme, gimme" thing. It's more of a "make things right" situation.

The manager gave them 2 sweatshirts to send them away. How would that solve their wet pants??? The proper solution would've been to help these 2 people who got soaked get cleaned up, so they wouldn't have to go outside with stained, wet clothes. How uncomfortable they must have been. Also maybe comp 2 out of 5 dinners, simply because their dinner experience was ruined and they have been inconvenienced.

That's all. I don't think helping these people get cleaned up and making their overall experience better is unreasonable. Just the right thing to do.

 

[cymbaldiva]

Really ya'll? In fantasy land pixie dust would have been sprinkled on their heads to make everything all better - voila, the spill never happened.

Meanwhile, back in the real world - and yes, WDW is in the real world - it did. The folks in question were given shirts to change into. They had a dinner to enjoy, a wonderful show to watch and now new souvenir sweatshirts with an interesting story behind them...

What else could any reasonable person want?

 

[Ron from Michigan]

This happened to my cousin while dinning in France several years ago and they gave him a sweatshirt and paid to have his clothes cleaned. The waitress spilled a bowl of french onion soup on him that night.

 

[bigpuppergator]

two new sweatshirtrs are far more expensive than one dinner. sounds like you made out well.

 

[BBQMommy]

All I can think about after reading this thread is the bag! When I travel Disney I have all my important travel items stuffed in my bag: camera, phone, necessary paperwork for the day, raincoat (it's a big bag - it is also a nice bag). I would hope that any restaurant would make an allowance for the proper cleaning of the bag as well as making sure all electronics were in working order.

Now if it was my 7 yr old DD or 47 yr old DH dumping beverages into my purse, well that is a family and not a restaurant issue. But a server accidentally dumping drinks is different. I guess I am in the 'being made whole and not looking for anything extra' camp.

Edited to add: I also would keep my bag closed and under the table, being a klutz myself.

 

[shenaniganzz]

I'm curious how people would feel if the waitress accidentally spilled hot coffee on them or their children? Or if you cracked your tooth on a shell that somehow got mixed in your souffle? Would you be happy with some burn cream and a new sweatshirt or some Anbesol for your tooth? Would you all be so forgiving then? I doubt it.

This really isn't about whether this was an accident or not. Lots of accidents happen (like above) and the issue is whether or not the establishment suitably handled it. Personally I think that the standard should be that people can expect to leave in the same condition they arrived in.

As for the examples of a child spilling their drink on someone - not the same thing at all. As someone said before tray of drinks versus a drink. Even still, it would be the right thing to do for the parents to offer a $20 bill to the person if that did happen. Geesh - never mind entitlement - whatever happened to just doing the right thing?