Disney promised me fireworks! Where are the fireworks?

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.

Again, thank you for contacting us. Comments such as yours are welcomed in that they assist us in evaluating our operation and our success in generating happiness for our Guests. We hope you will have the opportunity to visit the DISNEYLAND® Resort soon and that our attractions and entertainment will delight you in every way.

Can you say “form letter”?

OK, so should Disney consider refunding part — or all — of Ogden’s stay?

Let’s have a look at how Disney advertises its “club-level” rooms:

For added convenience and luxury, Club-Level rooms feature priority check-in, nightly turndown service and a staff available prior to your visit for assistance in reservations and vacation planning. Club-Level rooms are located on floors 9, 10 and 11 of the Adventure tower and services can be added to any suite for an additional charge.

Club-level includes access to an exclusive lounge featuring:

• A view of the Disneyland Park fireworks show from above with in-house soundtrack
• Continental breakfast bar
• Sodas, snacks and fresh fruit
• Evening wine and cheese reception
• Desserts after dinner
• DVDs available for check-out

If one of those amenities went missing, would a guest be able to ask for a full refund? Maybe not, but a partial refund wouldn’t be out of the question.

I think the customer-service representative dealing with her email probably thought, “Fireworks? Come on!” and to be honest, that was my first reaction, too. But it’s sometimes the little things that make it a magical vacation. At the very least, Disney should have send her more than two form letters.

You’re probably wondering: Why didn’t the Ogdens say something when the fireworks failed to launch. They did.

“We repeatedly asked staff members during our stay what was going on with this, and nobody claimed to know anything,” she told me. “Clearly that had been instructed to be evasive. Had we been given proper notice, we would have canceled the concierge room access and spent our time very differently each evening.”

I don’t know if I can advocate for a full refund, or even for a partial one. But something tells me Disney could have done better with this guest complaint.

(Photo: Jessica James/Flickr)

Christopher Elliott

Christopher Elliott is an author, journalist and consumer advocate. You can read more about him on his personal website or contact him at . Got a question or comment? You can post it on the new forum.

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  • https://me.yahoo.com/a/5eKbZXoptotAyXTBCL8iE7XZ#ae6ff J

    I say no to mediate because I don’t think a refund is appropriate. As Chris states in the article, they still had the rest of the concierge benefits. I think it would have been reasonable for the OP to ask for some other benefit to replace the fireworks, such as premium viewing for World of Color (an extra show was added on the nights there were no fireworks) or an extra fastpass for another attraction. However I don’t think Disney needs to grant a refund for missing fireworks after the fact.

    Also, I know from reading a Disney message board at the time that there were fireworks on 12/25, 12/30 and 12/31. (I don’t know the dates of the OP’s trip, but the accident happened on 12/22 and the fireworks were first canceled on 12/23. If the OP arrived 5 days later, there were fireworks during their trip.) Guests did mention that due to the fog and/or wind they were not very visible. Again, Disney really doesn’t control the weather, and in the past has canceled the fireworks on NYE due to weather. I believe that on some days weather was a factor and the first response from Disney addresses this. Also, when the fireworks were canceled on other days, this information is/was posted on a board on Main Street earlier in the day. After the first or second time the OP rushed back to the room, they could have checked with Disney before leaving the park and adjusted their evening plans based on the information.

  • Govind Sharma

    I say yes to mediate because they didn’t complete their promise which they made at the time of booking. And fireworks were the main reason to book that room. So it is like a services which they didn’t get during their stay so they have right of refund according to also.

  • http://flyicarusfly.com/ Fly, Icarus, Fly

    I’m semi-interested in mediation because I’d like to know for me personally, what I’d be able to ask for in a situation like this. It’s almost as if you booked a hotel because it had a great pool, but then the pool was closed for maintenance during your stay. How far could it be taken? What if s/o said they bought day tickets mainly to see the fireworks? Would they be entitled to something? Most ppl would agree, no. While I don’t think she should get any money back, or even credit, I’m surprised Disney wouldn’t give the OP a token something (free meal?). Altho, if the OP is to be taken at face value, and fireworks were a dealbreaker, she should’ve downgraded immediately and if/when the fireworks were available, I’m sure she could’ve asked to go view them from the lounge. But 5 days in a row of rushing back to see fireworks? C’mon, now. If I were Disney, I’d probably just say: Let us know the next time you’re in the area, and we’ll arrange for you to spend the evening in the lounge. Have all the wine and cheese you want!


  • http://pulse.yahoo.com/_OEPJGQPIEB75YYDE5CJY6R3VFE Carver Clark Farrow II

    I say mediate, absolutely.  Having a premium view of the fireworks show is a major benefit.  Its considered such a benefit that even Disney’s Club 33 promotes that its members can view the fireworks from its terrace bypassing the thundering hordes.

    The fireworks show is a highlight of the Disneyland experience.  So much so that Southern Californians with annual passes will enter the park at nighttime just for the show.

    Therefore, premium access to the show has real value and if the show is cancelled a small refund, credit, or is appropriate.

    I once booked a room at the NY Marriott Marquis over Thanksgiving. Part of the appeal was that it supposedly  had a seated roped off section for viewing the parade.  Turns out the clerk was mistaken.  For whatever reason the hotel was unable to secure permission to have its exclusive area.  I went to the front desk and explained that I had booked that hotel at a $200 premium over the W next door because of the promise of the special seating area. (My father had knee surgery and couldn’t stand long).  The hotel reduced the room rate by $100 per night as an accomodation.  I thought that was fair.

  • $16635417

    Chris quoted the room amenities as listed on the Disneyland Hotel webpage, but there is also a line at the bottom of that same page indicating that “Entertainment schedule is subject to change at any time.”

    She wants a refund, so even a straight answer from Disney would not suffice. I don’t thin there is anything there worth going after.

  • Raven_Altosk

    I vote no because I’m sure she took advantage of the other perks of the club level room. Perhaps Di$ney could offer a “good will” gesture and knock $50 bucks off or something, but I really think the OP is being unreasonable in asking for a refund.

    I went to WDW the day after the monorail accident in 2009. I was staying at a monorail resort, but there wasn’t any service for a few days. I did not expect compensation for this, and Di$ney didn’t offer any. 

    Sometimes, you have really not sweat the small stuff.

  • http://www.theworldofdeej.com D.J.

    Disney is not the most swift when it comes to dealing with complaints after the fact. I live near Disney in Florida, and have visited Disneyland on a few occasions and had the fireworks cancelled twice. It happens. Did she also ask for compensation because of the construction at California Adventure, or a ride was being refurbished? I don’t feel a full refund is warranted, because they slept in the room, visited the club lounge etc, but some sort of consideration perhaps an upgrade on a future stay wouldn’t be out of line.

  • john4868

    I have to agree with most of the commenters here (but interestingly not the majority in the poll). I don’t think that a refund is appropriate. The concierge floor offers a lot more amenities than just the view of the fireworks. Amenities I’m sure they took advantage of. This is like someone showing up at the front gate after spending the day in the park demanding a refund for their entire ticket because the fireworks were cancelled. I don’t think anyone would see that as reasonable.  
              She also assumes, after the fact, that Disney knew that the fireworks were not going to occur as scheduled during her entire stay. Interestingly, I found another reports from different sources (http://abclocal.go.com/kabc/story?section=news/local/orange_county&id=8483560 or http://blogs.ocweekly.com/navelgazing/2011/12/disneyland_continues_to_cancel.php or http://lagunaniguel.patch.com/articles/disneyland-fireworks-still-in-limbo-after-injury ) that suggests that Disney didn’t know how long the show was going to be cancelled. The local fire department and Disney were attempting to troubleshoot an issue that Disney didn’t know how long it would take to fix. So there’s no way they could have informed her at check in that the show was closed for the duration of her stay.
    Sorry, I think as a gesture of goodwill Disney might consider giving her a small gift certificate to the Disney Store or something like that but based on her letters, I don’t think she’ll be happy with anything but a full refund. I don’t think that is justified here.

  • http://www.eyeonannapolis.net/ John Frenaye

    I vote yes with a but….

    Disney built their brand on those fireworks–remember the Wonderful World Of Disney on Sunday nights? We used to go ballistic when we saw the animated fireworks.

    But, she did use the other amenities and received her room. I am not sure we can be too fast to blame cast member cover up. It is a large park and thousands of employees. And being in a hotel, I am not sure that the park operations is a true concern. But yes, a sign about canceled shows would have been appropriate.

    Another accomodation should have been offered–maybe a dinner, or other in park amenity.

    Did the OP try to address this at the time? I am curious if there was a crowd of other guests in the lounge equally disappointed? Seems at that time of year they would be full.

    Finally, are you getting the whole story?  The Disney response says “In addition, we are sorry for the disappointments you mentioned in your e-mail.”  This seems like she may have included a laundry list of complaints.

    But yes, give it a shot, but let the OP know that a full refund is not warranted. If she was only going for the fireworks, stay at the Red Roof and buy a day pass–a lot cheaper than a $900 upgrade!

  • cjr001

    I’m a fan of Disney and all, but if you’re paying that much JUST for the fireworks, you should rethink your priorities.

  • http://pulse.yahoo.com/_JMWGAXPPZDZCLV4C7AYDWJG52E Walt

    Yes, mediate.  A partial refund (not a future discount) is warranted here and it’s hard to understand why anyone thinks differently.  There’s only two reasons to really book a room at the club-level – the snacks and the fireworks.  Half of that benefit was not available to them.  If you have kids (and I’m assuming that the OP does), it would be even more disappointing.

    Furthermore, it’s obvious that Disney is not telling the truth about why the fireworks were cancelled given the articles.  http://www.swrnn.com/2011/12/29/disneyland-safety-first-fireworks-canceled/
    It’s entirely possible that there were never any fireworks available and Disney did lie about the cancellations to the public: http://blogs.ocweekly.com/navelgazing/2011/12/disneyland_continues_to_cancel.php

    So yeah, Disney owes the OP at least $450 if not the whole $900.  Frankly, if I were the OP, I’d be pursuing a charge back at this point given that Disney has failed to respond with anything more than a form letter.  Simply put, they didn’t get what they paid for.

  • BillCCC

    The room was nothing special. They received access to a special lounge which provided all except one amenity. I do not really think there is anything to mediate here. The fireworks at Disneyland are a pretty big thing, I find it hard to believe that they were advertised to go off each night and there was no mention anywhere in the park that they had been cancelled.

  • EHamill2

    Having just visited WDW in Florida, the fireworks were a big deal to my children.  They loved them, and I paid extra to go see them at Mickey’s Christmas party.  If for some reason they had to cancel the fireworks, I would have wanted a partial refund.  I paid an extra $300 to be in the park that night to see Mickey’s Christmas parade, the extra-special fireworks, and partake of free sugar cookies and cocoa.  I can understand how the OP might want a small refund.  All that “magic” that Disney provides usually involves the parents to pony up some cash!

  • john4868

    Interesting Walt. I read both articles you link to (including one I already did) and nowhere does it mention anything about fireworks not being available or Disney lying to guests. It DOES mention that Disney added two additional shows nightly (an added Fantasmic and an added World of Color) to make up for the fireworks not occurring. Seems to me that Disney attempted to make up for the loss of the show to their guests.

  • ArizonaRoadWarrior

    If the fireworks were so important and was the only reason for the upgrade, why didn’t the OP speak with a manager about a resolution during her stay?  It is hard to get a resolution after the factleaving the hoteletc.

  • Raven_Altosk

    A bit off topic, but since we’re talking about Di$ney…

    Chris, I’m wondering if you have received any information on how WDW in Florida is currently handling the “turismos.” I have vowed never to go back in July after experiencing the most rude, obnoxious, unsupervised “guests” from Brazil.

    These are hoards of kids “chaperoned” by other kids who made more than one attraction miserable for myself and my party, which included my 11 year old autistic nephew.

    Some of the things they did:
    1. Loud chanting and banging on the backs of our bleachers during “Indiana Jones.” A request to stop was answered with a giggle and “No English!” A report to a cast member was met with a shrug and “sorry, they are really annoying, aren’t they?”

    2. On “Spaceship Earth” they wouldn’t shut up or stop taking flash photography. The flashes in the dark and the annoying chants as if they were at a soccer game nearly caused my nephew to have a meltdown. A cast member spoke with them in their language and allowed us to ride again immediately. However, more of them boarded behind us and it was the same thing.

    3. The WORST was at Thunder Mountain. We were standing in line, my nephew was playing with his Nintendo DS. The chanting started…and kept getting closer. These thug kids were RUNNING through the line screaming “My group! My group!” to catch up with one of their handlers who had been holding their place. Many guests said no, you’re not cutting and blocked them, so they CLIMBED over the railings. It was about 30 kids just rushing through the lines and climbing. They knocked my nephew to the ground and broke his DS which caused him to meltdown. (Honestly, I was about ready to slug them myself)

    We left the line and told the cast member at the entrance. As my sister took her son to a bench to calm down, I asked where I could find security to arrest these thugs for assaulting the kid. Security showed up about 15 minutes later and said they couldn’t do anything if I couldn’t point out the exact kid who knocked down my nephew. Well, it was a HOARD of them, not just one.


    And, from reading the DIS boards, it doesn’t look like these thugs are leaving any time soon. Di$ney just lets them assault people, rush through lines, chant like fools, and their handlers are the aholes who empty the fast pass machines by running all of their room keys at once.

    So…I ask…has Di$ney done anything about these groups? Have they had greeters explain that in the US you do not run through lines? Have they made the chaperone to child ratio lower? Have they required the chaperones to not be kids themselves?

  • Chasmosaur

    I read this before I went to bed last night and was thinking the same thing.

    Other than last minute weather issues, if fireworks are cancelled, this is something that would be posted near the entry of the park.

    If after the second day the fireworks were cancelled, I know I certainly would have been checking that board.  Because while Disney customer service – while at the parks at least – is excellent, I would have asked at the park about the fireworks schedule.  I’m wondering if the OP asked the concierge at the last minute instead of checking the park schedule. As wired-in as I’m sure the concierges may be, they aren’t necessarily going to be more knowledgeable than actual park staff.

    I realize the fireworks are important to many people, but the concierge level at any hotel – including Disney – is generally more about that specific lounge with food and drink and the specific concierge services available to only those room holders.

  • LadySiren

    I dunno, CJR. We took our entire family to WDW as part of a reunion. My kids had never been there before, and I wanted to give them the most wonderful first-time WDW experience possible.

    Because of the size of the group we were traveling with, staying at one of the Disney properties was simply unfeasible (well, unless I wanted to give up one of my vital organs). That being said, could we have afforded one of those concierge-level rooms, I’d have likely opted for it. The fireworks shows – or as my youngest puts it, “dancing sky lights” – were absolutely magical for my kiddos. With a large family, we won’t be able to go to WDW often, so making this an extra-special family event was very important to me.

    Oh, and if the Mayans were right, I can at least say that I got my kids to WDW before the end of the world. ;)

  • http://twitter.com/alangore_sedona Alan Gore

    For twenty years, I lived close enough to Anaheim to have a distant view of the Disneyland fireworks every evening.

  • Extramail

    Absolutely moderate. Years ago we went to NYC to watch the ball drop. I spent an inordinate of extra money to guarantee that we got a room overlooking the actual drop. I’d have been beyond myself had we not been able to see what we went to see. Not only are you trying to see the fireworks with a clear view you want out of the crowds so the experience can be all you want it to be. The least the hotel could have done is told them so that they didn’t hurry back every night because what a disappointment if the one night you don’t comeback they do have the fireworks. $900 is a lot of extra money when the Disney vacation is already an expensive trip and, for some, a once in a lifetime expense.

  • Chris Johnson

    The Ogdens deserve at least a partial refund.  The other amenities for the Club Level may have been great, but if I booked the room for the fireworks, that’s all I really would have cared about and I would have appreciated the opportunity to downgrade to a normal room if I couldn’t have seem them.  They were misled or lied to by the staff. 

    On another note, every time a vote is cast for one of these cases to be mediated, we never hear about it again.  How about an update as to whether you decided to mediate the case, and what the final outcome was?

  • http://elliott.org Christopher Elliott

    Chris, I do update these cases wherever possible. I may not always send something out on Twitter or other social media when I do. But you’re right — I should do a roundup with all the updates.

  • Cryptica

    I second Chris Johnson’s comment.  Mr. Elliott. when you ask for a vote about whether to mediate, you never give us an update on what you decided and what happened.  I learn as much from the follow up as I do from the original postings. 

  • http://www.pipdigital.com Nancy Dickinson

    On the surface, this might seem like a “no big deal” kind of thing but it seems the fireworks ARE a big deal, especially to the park as they sell rooms with higher rates and tout “watch the fireworks from HERE!”  As another poster here said, that’s rather a loss of what is a recognized amenity sold through brochures and website to gain more money for rooms in the resorts.

    While I don’t believe a full refund is necessary, certainly the extra rates charged for the “Watch the fireworks!” room is.  I might be a little steamed if I wasn’t told an amenity was gone and I had paid extra to partake of it.

  • http://www.pipdigital.com Nancy Dickinson

    I miss Disney on Sunday nights…  We used to sit around as a family and watch it – right after Lawrence Welk.  *SIGH*

  • Bill Armstrong

    Form letters like that are annoying.  I have complained to Disney before and they are like talking to a brick wall (or United Airlines).

    They should have had their act together enough to have told them that the fireworks were off.

    On the other hand, I find that when I travel, I am better off if I don’t have my heart set on “one thing”. 

  • l2y2

    Chris, I vote for you to mediate. Disney absolutely knows how important the fireworks are at their park. The staff was evasive because they were told to be. Did you notice that on THE TOP of the list of benefits for the upgraded room was: 
    A view of the Disneyland Park fireworks show from above with in-house soundtrack?  I am willing to bet she paid dearly for that upgrade. For many people, going to Disney is a once-n-a-lifetime vacation. The cost is beyond outrageous, but an experience you work hard to give your children. Those fireworks are a big draw for some people. Disney’s response was arrogant unacceptable. In a time when people are spending less on travel and revenues are down, they should have been much more responsive. I’ll bet if they had been understanding and offered her a partial refund from the start, you would not be hearing from her….

  • y_p_w

    Disneyland’s fireworks are huge.  I would think Chris would certain understand, being a Southern California native and a student at UC Irvine.  I remember leaving the part for something, and I came back just for the fireworks.  I’ve seen Angels games on TV where you can tell when the Disneyland fireworks have gone off because Anaheim Stadium literally fills up with the smoke.  I have relatives in OC and they tell me they can watch the daily fireworks from their house.

    However, I do understand there are always factors beyond any direct control.  They sounded as if they had worries about fire hazards?

  • cjr001

    It doesn’t seem like anything is going to change about this.

    And in his recent announcement from WDW, Obama singled out China and Brazil as countries he wants to allow easier tourist visa access.

    So, I expect the problem may only get worse.

  • http://twitter.com/elegant_erica Erica Richardson

    The fireworks were obviously important to these guests. They weren’t told at check-in and later they asked staff members who gave them the run around. Then that bogus email. I voted yes because Disney lied. Behavior like that is inexcusable.

  • Raven_Altosk

    I don’t have a problem with general tourists, but these groups are just awful. Di$ney may make a fortune off them, but it’s only a matter of time before someone gets injured by these throngs of ill mannered teens.

  • Joe Farrell

    The issue pure and simple is what is the amenity not received worth?  How do you value not seeing the fireworks?  I really don’t remember what the weather was like, i.e., were there low clouds and fog around Christmas here in SoCal, but to the extent that people know if the fireowrks were down for five consecutive days?  If the amenity was available but the fireworks had limited viz due to fog – well – thats a sorry – but they can’t control the weather.

    So we are back to whats it worth?  She received the other amenities – such as the free food and drink – the private elevator to the concierge floor – the reservations assistance – and parcel delivery.  Personally – in terms of value – its probably valued at no MORE than $50 a night for the nights the fireworks did not occur and probably closer to $25 – so a range of anywhere from $150-300 depending then on how many nights the fireworks did not occur.

    I will point out that we stayed in the concierge floor in 2002 – and witnessed the fireworks from the concierge lounge since our room faced the other way direction – and it was unimpressive – you were simply too far away at an angle to the park – the best view of the fireworks at Disneyland IMHO is from just outside the security entrance on free seats from free 3 hour parking for downtown disney . . . . and that costs NOTHING. . . .  and its only 7-10 min from your room at the other end from the hotel . . .

  • Office_Bob

    According to “insider” reports I’ve heard, the problem was that there were a couple of instances where shells armed and fired as soon as they were placed in the mortars. After the second time it happened, Disney pulled the show until they could resolve the problem.

  • cjr001

    See, here’s where I have a real problem with all of this:

    If they were told that there were to be no fireworks, they downgraded their room, and then there happened to be fireworks after all, they still would’ve had a hissy fit.

    I’ve had concierge rooms at the Grand Californian. I’ve watched fireworks from my hotel rooms. I’ve paid extra for things like the Halloween Party (and this is another area where no fireworks leads to demands for refunds).

    Fireworks can NEVER be guaranteed.

    As somewhat pointed out by another poster above with the dates, has Disneyland EVER cancelled the fireworks five days in a row?

  • http://pulse.yahoo.com/_OEPJGQPIEB75YYDE5CJY6R3VFE Carver Clark Farrow II

    As opposed to any other leisure activity?

  • cjr001

    I’m sure if you looked, you can find stories where people have been injured because of them.

    My wife regularly reads one Disney message board site, and she was telling me about one story that was recently posted there: some of the women (underage girls?) from these groups were doing topless and maybe even full nudity sunbathing at one of the hotel pools.

    And even though it’s against the rules, Disney refused to do anything about it.

  • Michael__K

    they still had the rest of the concierge benefits

    Are you suggesting that they obviously must have consumed $900 in value worth of continental breakfast, wine, cheese, and deserts in 5 days?


     After the first or second time the OP rushed back to the room, they could have checked with Disney before leaving the park

    They did! —

    “We repeatedly asked staff members during our stay what was going on with this, and nobody claimed to know anything…” 

    Even the Disney employee who wrote back to them was (at best) outrageously misinformed because they blamed it on weather conditions despite newspaper accounts which contradict that claim.

    The customer paid for certain amenities, and did not receive all of them.  They were not given an explanation or offered any alternatives when they inquired during their stay.  

    If we don’t think Chris should mediate here, then when would we ever expect him to?   Only when a customer receives 0% of the amenities they are promised?

    Mediation doesn’t mean that they deserve or would get all $900 back.

  • Erin

    I voted no.  Anything that takes place outdoors, even if you are physically inside a building witnessing it, is subject to weather.  What is noticeable absent from the correspondence is whether the OP went to or called the front desk to ask about the status of the fireworks.  A simple stop on the way up to the room would have solved the riddle of the missing fireworks.  They also could have been given other options such as viewing of World of Color as other have mentioned.
    As it appears the the fireworks were put on hold because of a technical issue, the cancellation didn’t appear on the check-in sheet possibly because the decision to run the display was  dependent on fixing the problem.  If the problem was fixed 2hr before the expected start time, they possibly could have still run the show.  Did they expect a team member to knock on their door to personally relay the cancellation news?  Complaining after the fact, especially when there clearly was something that could have been done (such as World of Color or food vouchers) is just petty.

  • l2y2

    So, as it was noted, they knew there was a problem with fireworks being exhibited and were evasive to the guests. If the guests went back to their room every single night specifically to see the fireworks and they kept asking the hotel staff about it and they were evasive, then they were deceived into believing that, at some point, they would see those precious fireworks. Shame on Disney….

  • cjr001

    “Are you suggesting that they obviously must have gotten $900 in value
    worth of continental breakfast, wine, cheese, and deserts in 5 days?”

    If you think this is all you get for concierge service, then you really ought to look up what the term means some time.

  • cjr001

    If one’s hotel room was the only place to watch the fireworks, you might have a point.

  • Michael__K

    I assume he’s referring to Disney’s written response to the OP which distracts from the real issue by raising a red herring:

    we have no control over the weather…

  • https://me.yahoo.com/a/5eKbZXoptotAyXTBCL8iE7XZ#ae6ff J

    Chris, what were the dates of the OPs stay? There were fireworks on 12/25, 12/29, 12/30, 12/31. Even if they checked in on 12/26 and missed the Christmas night show, there should have been fireworks by the 3rd night. The article the OP references actually says there were fireworks on Christmas, and they resumed “Friday night,” which was the 29th.
    It seems like the reason she wants is refund is more than she didn’t like the first response saying there were weather issues, and not that there was an employee safety issue. Disney’s statement was that they were canceled due to “weather and technical issues.” It really was very windy here that week, and they employee injury may have been due to attempting the show during bad weather.

    I’m not blindly defending Disney here. I’ve definitely encountered issues there and when I have emailed I have gotten a response that addressed my issue directly. However I think this is an instance where you might go charging in to mediate without all of the information.

  • susannj

    “Little things” mean a lot?  Fireworks are NOT little things-  especially if you’re counting on it to be your nightly entertainment during a costly vacation.  And in this economy, when someone has spent almost $200 a day EXTRA, Disney should be bending over backwards to make sure this first-time vistor is compensated for what was probably their mismanagment.  At the very least, they should refund $450 and then throw in a few freebies for their NEXT visit – like free upgrade when 5 nights are bought, free dinner, free breakfast,,,, etc.  When will companies realize that it’s soooo much cheaper for them in the long run to make a customer happy than to be petty and wind with people bad-mouthing you to everyone they can reach? 

  • HeyItsK

    We were at Universal Orlando this weekend, and there were many Brazilian groups like you describe.  The theme parks aren’t going to do anything about it because the park would have been practically empty without them.  It did provide some good teaching moments for my kids:  “See how those people are behaving?  Don’t act like that!”

  • HeyItsK

    I disagree that the issue is not receiving the fireworks.  The issue is that she was lied to repeatedly about them, and rearranged her schedule nightly to be able to view them.  If she had just been told there wouldn’t be fireworks, she would be disappointed, but they wouldn’t have repeatedly wasted her time.

  • Pdoggs

    While I cannot speak for Disney my guess is they won’t do anything about it.those groups simply bring in too much money.  They’ll say it’s a culture clash, a clash of social norms between countries and cultures.  Add in that it’s a group of teens, teens of ANY nationality aren’t known to be the most behavaed.  Like of all those residents of spring break hot spots, you think the people who live in Cancun love the rowdy American teens who descend on their country/ city and act insane?  Or not even Cancun because lots of American cities have struggled with the spring break crowds too. 

    I think your best bet is to go when the groups aren’t likely to be there, which means not going in Dec/Jan or June-Aug when south american schools are on break. 

  • http://pulse.yahoo.com/_HMW3OTJSBDWWRKIEKEKWWM7BEA bc

    I think they’re being knit picky because the “concierge” level rooms obviously offer a lot more than just a special view of the fireworks. 

    If the Ogden’s logic were to hold true, every park goer those days would deserve a partial refund because the show was canceled for them also.

  • TonyA_says

    Di$ney does not give $$it. Brazilian money is just as green as ours.

    I wonder how many American kids really care anyway. With all the different stuff kids can do online or with their game consoles, does Di$ney World/Land really matter?
    My wife couldn’t convince our 12 year old boy to go to Orlando since he was much younger. He didn’t want to go. He’d rather play his video games. He prefers going to the beach.

    So, it’s ok. Give the whole thing to the Brazilians.

  • Pdoggs

    Then the problem lies with the fact you have hordes of unruly teens taking over a park where some parents are bringing their smaller children.  Teens and little kids rarely mix very well, neither of them pays attention to anything.