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October 2, 2017 · 13 Comments

The Heart of Disney Beats Strong for Hurricane Irma

Blog· MOVE· Travel· Walt Disney World

I spent four rip-roaring days riding out Hurricane Irma at Walt Disney World. I was warned- expect the worst. There won’t be enough food. Or personnel. Brace for misery, said they. What I experienced was the best- the absolute best side- of The Walt Disney Company.

As they say, it was not my first rodeo. Having lived on or near the Long Island shoreline for thirty years, I had weathered seven hurricanes of significant strengths. Hurricane preparedness and a daily check-in with the Weather Channel and Jim Cantore is second nature. Likewise, this was not the first time hitching my wagon to The Walt Disney Company; “it’s a small world” lassoed me me in during the 1964/1965 New York World’s Fair. I understand exactly what faith, trust, and pixie dust means.

How to Survive a Hurricane at Walt Disney World

So when my flight out of Orlando was cancelled 24 hours prior to Hurricane Irma’s impact, and I knew I would be riding out the storm at Boulder Ridge Villas at Disney’s Wilderness Lodge, I was not alarmed in the slightest. I stocked water, food,  snacks, adult libations, and entertainment. I registered with the Florida Department of Health, ESF8 Heath and Medical Team to assist with special needs shelters. And waited. Well, waited in the Disney parks. Four in one day. As I traveled via Friendship Boat from Epcot to Disney’s Hollywood Studios I met Loretta, Cast Member extraordinaire. And I quote: “If you love Disney now, just wait; the team really shines in times of crisis.”  Boy, did you steer me straight skipper.

Walt Disney World Cast Compliment

The Brain of Disney

The preparations set in motion were very clearly well thought out and the product of meticulous disaster planning. Garbage cans were picked up and stored days before zero hour, vulnerable signage (particularly at the Epcot International Food & Wine Festival Global Marketplace kiosks) was removed, lighting fixtures wrapped, and refurbishment skins taken down. ALL of the Halloween Micky Mouse heads were put away. At Disney’s Animal Kingdom Theme Park, Animal Keepers stocked and secured the animal dwellings (they get the same VIP treatment us Guests do!) and inhabitants of the Savannah were “migrated” off-stage over the period of days. This giraffe was one of the last to be evacuated, and his expression seems to say it all.

Walt Disney World Theme Parks

This massive undertaking was smart, strategic, and no doubt the product of years of mastermind coordination. And most importantly, all completed by Cast Members with a “whistle while you work” attitude.

The Gut of Disney

I will be honest. I read several posts about the company’s care of their Guests during last year’s Hurricane Matthew. Many friends messaged me with dire warnings and forecasts. Beware of hour-long waits for a boxed lunch, they said. Tempers will be high and things will get ugly, I was advised. Go home- you will be taking a room away from Florida residents who would become dispossessed. I was determined to remain self-sufficient if necessary and not strain the internal system. I donned my Rose Gold Ears, expected the best, but prepared for the worst. It never came. Not by a runDisney mile.

Though completely aware of the suffering and shortages elsewhere in the state, my Disney Deluxe Resort seemed like the land of plenty. Disney’s Wilderness Lodge Mercantile was fully stocked before, during, and after the hurricane. (Where my Annual Passholder 20% discount got quite the workout.) Though Geyser Point was closed for this period, Roaring Fork was not only open 24-hours a day, lines were typically non-existent! When I arrived for breakfast on the morning of September 10th, I hoped for coffee and a cold slice of toast. Without a word, I received profuse apologies from my server Chuck. “I regret that all we can offer you is an all-you-can-eat full breakfast skillet this morning.” Of course, this came at the adjusted price of $12. That’s TWELVE dollars!!! Oh, and he speedily filled my request for a breakfast Mimosa.

Whispering Canyon Cafe

That same overflowing skillet came out again for lunch and dinner. Guilt-ridden, I slithered from one such meal to the next. Artist Point offered an all-you-can-eat buffet for lunch (412) and dinner ($15). Furthermore, the wine list was quite extensive, under the circumstances. In between meals (what else could I do???) the Territory Lounge acted as a commiseration watering hole for all us “abandoned” Bambis. No reservations were required for any of these spots, and I simply walked right in each time.

Disney’s Wilderness Lodge

My hotel maxed out at about 50% capacity, so there was never a back-up of any kind. I was informed by a cast member that many in the formalized “Ride-Out Crew” were moved to off-duty status because servers outnumbered the Guests. (They were of course still welcome to stay in their safe homes-away-from-home in Disney’s Wilderness Lodge.) Never was there a hint of rumbly in the tumbly. There was, however, a distinct post-Irma Pooh belly in the making… No bother.

The Heart of Disney

If all of the above experiences were answers to the wish my heart made, the following was beyond that second star to the right. Forget everything you thought you knew (and loved) about Disney customer service. After seeing the mouse operate up close and personal for 53 years, I can crow that what I saw Cast Members achieve at Walt Disney World Resort the past 4 days was to infinity and beyond. Just when you think you can’t possibly be impressed any longer… Not. Loretta was so right! I will share some highlights, but I am certain they will not do justice.

Cast Members

Casey Corner’s own Jim Omohundro was on-key as usual, and calming Guest’s fears right up until park closing the day before the storm. A hurricane sing-a-long, it was!

Before, during, and after Irma, Boulder Ridge Villas’ Concierge- Kirk- was a one man show. Everything from scavenger hunts, to snacks, to wiping up the back door when the rains came in, he did it all. He could not have slept that week, because he was ALWAYS there…

You couldn’t even pass the gift shop (Mercantile) without being corralled into a game of Candyland! Or given a nice dry towel to blot the tropical storm away.

Characters? We got plenty. Morning, noon, and night, those bears were everywhere. And I don’t mean the posing for pictures and signing autograph clan. I mean the hide and seek playing, Skip to My Lou dancing, pied piper bears. They did everything but sing Blood on the Saddle, and became for personal playthings for every little I saw. (Some big’uns too…) For 48 HOURS STRAIGHT.

From Halloween Parties, to unlimited free play in the arcade, to this magical Cast Member who went out of his way to bring me a special dessert, it was a non-stop Olaf flurry of giving.

Hurricane Irma at Walt Disney World

These Cast Members were the beating heart of the company’s response to Hurricane Irma; beyond a smiling face, helpful hug, or a kind word, they were the lifeblood of the moment. I confess that I spent most of my time at Disney’s Wilderness Lodge with a tear in my eye.

So, to “my” ride-out crew, “welcome home” will forever more be where the heart is.

You can design and create and build the most wonderful place in the world. But it takes people to make the dream a reality.

~Walt Disney

Hurricane Irma at Walt Disney World

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Reader Interactions

Comments

  1. Karen says

    October 2, 2017 at 7:52 am

    This whole things made my heart smile! I’m so glad all went ok and guests were well taken care of!! <3

    Reply
    • Didi Marie says

      October 2, 2017 at 10:15 am

      I have to agree with you Karen- talk about making lemonade from lemons. Just beyond anything I had read or expected. <3

      Reply
  2. Donna Kay says

    October 2, 2017 at 10:29 am

    This makes me love Disney even more… and I didn’t think that was possible!! I’m sorry you had to ride out the storm, but oh so happy that our happy place took such great care of you!!

    Reply
    • D Marie says

      October 2, 2017 at 11:03 am

      Donna, I wouldn’t have believed it myself had I not been an eyewitness! <3

      Reply
  3. Beth Green says

    October 3, 2017 at 12:32 am

    This is absolutely amazing! After hearing horror stories from Matthew last year, this is such a relief to read! 🙂 Thanks for sharing your beautiful experience… I only hope to witness such Disney magic in my future!

    Reply
    • D Marie says

      October 3, 2017 at 8:05 pm

      I wish that for you Beth- on a nice sunny day!! 😉

      Reply
  4. Janice Brady says

    October 3, 2017 at 6:53 am

    What a wonderful post! As a Disney lover I knew you would be well taken care of!

    Reply
    • D Marie says

      October 3, 2017 at 8:09 pm

      Thanks Janice- never a worry! 😉

      Reply
  5. Julie Franklin says

    October 3, 2017 at 9:00 pm

    As a travel agent, I can say my guests were very well taken care of. Not one complaint. Disney Cast Members shine. If I could ride out a hurricane, no one I would rather ride it out with. Thanks for letting everyone know how amazing Disney can be during the most difficult times.

    Reply
    • Didi Marie says

      October 6, 2017 at 9:01 pm

      Julie,
      I am so happy to read that this was a shared experience; I had heard some grumblings coming from folks staying in Moderate and Value properties. Honestly, it was a stay like no other- in the best of ways. 😀

      Reply
  6. cbd oil los angeles says

    April 22, 2020 at 11:11 am

    i bookmared your site

    Reply

Trackbacks

  1. The Disney Minnie Van - Wheelchair Accessible Version says:
    February 12, 2018 at 11:49 pm

    […] Vans saved me. After suffering a traumatic fall and spending time at Celebration Hospital after Hurricane Irma, I found I was unable to immediately fly home to New York. What’s a Disney girl to do? Rent a […]

    Reply
  2. How to Survive a Hurricane at Walt Disney World - Post 50 RX says:
    August 29, 2019 at 3:07 pm

    […] can read my ode to the Cast Member Ride-Out Crew HERE. Never did they shine brighter than during the Hurricane Irma “experience.” No, I am […]

    Reply

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