It may sound insignificant, but to Mona Ogden, the fireworks at Disneyland are a big deal. She even spent $900 to upgrade into a “club-level” room at the Disneyland Hotel on a recent visit because they promised “a view of the Disneyland Park fireworks show from above with in-house soundtrack.”
“Night after night we planned around the supposed show time and hauled back to the hotel, up to this special room,” she says. “And nothing happened.”
What, no pyrotechnics?
That’s right. For five nights, the Ogdens waited for the show but saw nothing but darkness outside their hotel window.
When they returned, she wrote a brief note to Disney.
This was our first visit and we were extremely disappointed with our stay. We planned months in advance and specifically upgraded to a concierge access deal in order to view the nightly fireworks there.
We were even given a sheet at check in reminding us to go there to view them. Not only were there no fireworks at all during our stay, but this information was never communicated properly.
We therefore spent needless time and effort making evening plans around this show – hurrying back and assembling to watch it finding out only minutes before that it was “canceled.”
Here’s the response from Disney:
Thank you for your e-mail to the DISNEYLAND® Resort. We appreciate you taking the time to share your experience with us.
Although we have no control over the weather, we do try to make the best of all conditions. The decision to close any of the attractions, or cancel any form of entertainment, is certainly not taken lightly and is made only after taking into consideration many factors of our operation, especially safety for our Guests and Cast. We do apologize for the
disappointment and inconvenience that you experienced.
In addition, we are sorry for the disappointments you mentioned in your e-mail. It is our goal to create magical memories and exceed the expectations of our Guests during each and every visit. Please be assured that we have shared your comments with our leadership team, along with the appropriate Hotel management, as feedback such as yours is taken very seriously.
That only made Ogden angrier. Here’s her response:
That is completely bogus. According to the Orange County Register, (front page 12/31), the fireworks went down a full 5 days prior to our arrival due to an “employee injury.”
There is no excuse for not communicating this info at check in and giving us the opportunity to cancel our concierge room upgrade to see them. Not only did we unnecessarily pay for this room, we needlessly ran back each time to watch when you knew full well it was down — it was NOT last minute “weather” or “technical difficulties.”
I demand a refund.
And here’s Disney’s final answer to her:
Thank you for your continued correspondence with the DISNEYLAND® Resort.
We regret that you were not satisfied with our original response to you. Your comments concerning your visit are appreciated. Please know that comments such as yours are taken into consideration and we can assure you they have been shared with the appropriate management for their review.