Cinderella Castle — Attraction in Bay Lake

Unfortunately a VERY Disappointing Customer Service Experience

We had planned our family Disney trip for almost a year, and the highlight was having dinner at Cinderella's castle on our day at Magic Kingdom for my 4-year-old niece who LOVES Disney princesses. While pricey, it was worth it to experience our family eating together there. Unfortunately - the experience was really disappointing and not up to Disney standards.

The day at Magic Kingdom was really rainy, so we arrived for our reservation wet, cold, and hungry. We were admitted to the waiting area and then called to let us know our table was ready. When we arrived at our table, we saw water on the table and then looking closer realized that the roof was leaking water onto our table. Not sure how they didn't notice the leak and water before calling us up, but we let them know right away when we noticed. As you can see in the attached pictures, they put a tray with a bunch of napkins out to try and control the water.

When we notified them, they acted like we were kind of out of luck, citing the small dining room. We asked how long we needed to wait to be seated together, and they couldn't give us a timeframe, saying maybe an hour, maybe more. Since we had young kids with us, we reluctantly decided to be seated at different tables for the meal. This was really disappointing since this meal together as a family was a focal point of the trip, and we had to have it split into two groups.

We expected some kind of acknowledgment from the management on the issue since the situation was due to facilities and the leaky roof - since it really did take the shine off the meal for our family. They never came by, never said anything. When the bill came, we asked very nicely about consideration for the situation and us being split. Despite a very cordial request and conversation, the manager made no effort of any kind to make it right with us, and told us since we had accepted the split seating situation (to avoid a lengthy wait with our wet, cold, hungry young kids) that we had "signed off" on the situation. They made ZERO effort to do anything to take care of us, despite the fact that the issue was due to their faulty facilities.

The restaurant manager - Ryan Oatis - was really disappointing. We've had the privilege of eating at some great restaurants, and anytime something like this happens, the restaurant makes an effort to make you feel taken care of. That is compounded here further by the fact that the Disney brand has a high standard of service and care. And this was not an inexpensive meal - our tab was $600+ for our group.

This isn't about money, it is just about the fact they acted like they didn't care and made no effort to take care of us. Super surprising for a Disney park and brand.

Really disappointed. The food was good and the service from our waiter Jay was exceptional, but was unfortunately overshadowed by the lack of customer service from the...

I had the privilege of actually visiting the Cinderella Suite in Cinderella's Castle, and it was beautiful! (I just got a tour, but one family is chosen to stay overnight in the suite daily). It begins with a locked foyer, where there is a desk and phone for the concierge who is assigned to the suite. Decorated in very ornate items, paintings with gold paint, etc. Fancy! Then, you take an elevator ride to the room...be sure you look down at the mosaic scene of Cinderella and her prince with the castle in the background. The elevator lets out into another foyer, where you see the tiara and scepter, both made of crystal, behind glass. Other items are displayed as well, like her glass slippers, and a stained glass replica of the castle. Beautiful! We finally walked into the suite, which was nothing more than a beautifully decorated hotel suite...there were two beds, decorated in deep burgundy and gold with lots of pillows on each 4 poster bed, a basic flat screen tv and basic hotel amenities (nightstand, phone, alarm clock. The bathroom was huge and gorgeous, being outfitted with gold finishes on the hardware (sinks, toilet handle, etc). There was a separate shower, and the jacuzzi tub was large enough to fit three people. There was also a sitting room with a loveseat and another tv off to the side. What I noticed most was how dark the room was (great for sleeping, of course) but all of the windows were made of dark stained glass, no doubt to keep with the motif on the outside. While trying to look out of one of the windows (in the sitting room) I finally did see daylight, and realized that the view was of trees in an area blocked off to the public. Basically, no one would ever know from the outside that someone was on the inside...part of the Disney Magic, I guess. This is a beautiful room, but I can see why people would only want to stay one night...once you're in, you are in there until morning (you aren't allowed to get out and roam the park, and should you be hungry, food needs to be brought up to you. Luckily though, those who are chosen to stay there are usually treated to breakfast at Crystal Palace, which is a...

MAGICAL! To say the least. Although reservations to eat at the Cinderella's Castle are nearly impossible to get as everybody and their neighbors want to eat here. My wife has the Best of luck as one crazy morning she found one spot available.The reservations were made for 7:30 p.m.. As you check in the experience starts with our entire party make a line to take a picture with our host: Cinderella her self. She's gorgeous.Then we waited a while to be called. Once sittted the meal begins. One has the choice of three tiers consisting of three appetizers,three entrees and to close three desserts..What ever you choose is delicious What makes the experience amazing is the opportunity to take pictures with the princesses and the decor while in the dining room. The best came later we were almost done with the meal , we had the good fortune of sitting by the huge window at the time of the fireworks 🎇. What makes it worthwhile, is the smile on my wife's face and one can not feel a little emotional seeing the fireworks 🎇 as all four of us got a little teary. The reason of our visit is my wife's birthday and one of our companions as well . Our server Kathy made the experience awesome when we were about to leave she handed out magic wands for my queen and two princesses and a sword for the king, yours truly. I hope you get to experience this restaurant at least...