Magical Cast Members: The Soda Situation

Dear Manager of Intermission Food Court,

My family visited Disney World and stayed at the All-Star Music Resort in September of 2013. During the twelve days that we were there, we walked through the Intermission Food Court, at least, once every day. We are there a few times and stopped to refill out Rapid Fill mugs on the way to and from the parks, daily. Each time we went into the Food Court, we were greeting with a friendly smile and a "hello." From clean up crew to management, everyone was great. The food was always good and the atmosphere was friendly, clean, and inviting.

On our third or fourth day, we stopped at the soda machine to get drinks and, upon filling mine, I found that the Coke Zero was flat. It has been that way for two days and, when I noticed you standing at the checkout line, I decided to go and tell you.

I told you that I wasn't upset, not was I complaining, but that the Coke Zero was flat and had been for a while. I decided to mention it, figuring that the machine just needed a slight tweaking, because if no one told you, you couldn't possibly know. You informed me that the ice maker on the machine was broken and that was causing the issues. I said it was no big deal and was about to walk away when you walked around to the machine on the other side of the beverage island, and then said that the problem was the the other machine didn't have Coke Zero as a drink option at all. I, again, said that it was just fine and that I could just drink something else. I didn't really mind and thanked you for your time.

However, it wasn't just fine with you. You insisted upon giving me a bottle of Coke Zero out of the fridge and told me that, until the machine was fixed, whenever I came through the food court, if I wanted a soda, to simply let you or another manager know, and you would gladly give me a bottle. I tried to tell you that was completely unnecessary, but you insisted. I said, "thank you," and honestly walked out feeling really nice.

I did not ask for another bottle of soda because, while I prefer Coke Zero, I will also drink Diet Coke. Two dates later, my family had dinner at the Intermission Food Court and my husband pointed out that the Coke Zero was not in the other, working, machine.

This whole thing was minor. I wouldn't even call it a complaint. Had the machine been broken and that been the end of it, I probably wouldn't even remember it. However, you took the situation seriously and went out of your way for me and, I have to admit, it truly enhanced my trip. So, thank you for being so kind and guest-friendly. Without fail, when someone talks about Disney's excellent customer service, I always tell them about you.

Thank you!

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