October 18, 2021, in the lobby of Disney Grand California Hotel, between 7:15 and 8:00 pm PDT My black family and I were denied dine in service at Disney's Grand California Hotel while a few feet away a white family was afforded dine in service.
Our food was bagged up and brought to us as a to go order, and the server walked away. I took the bag into the bar area informing someone behind the bar of the mistake and asked that the food be plated. He took the bag of food and said he would take care of it.
Later another person came out, carrying the bag of food that I had surrendered to the bar attendant. He said that they are not serving in the lobby. I pointed out a family adjacent to us, that were served. (I have a photo of them dining taken after talking with a manager.) When I requested to speak to the manager, this man identified himself as the manager. Leaving the bag of food he retreated, after stating that he would look into it. I took that to mean he would be back with an explanation, or have the kitchen prepare our order on plates, or some kindness and or compensation for the mix up, which is indicative of the Disney brand.
My black family and I were denied dine in service at Disney's Grand California Hotel while a few feet away a white family was afforded dine in service.
Our food was bagged up and brought to us as a to go order, and the server walked away. I took the bag into the bar area informing someone behind the bar of the mistake and asked that the food be plated. He took the bag of food and said he would take care of it.
Later another person came out, carrying the bag of food that I had surrendered to the bar attendant. He said that they are not serving in the lobby. I pointed out a family adjacent to us, that were served. (I have a photo of them dining taken after talking with a manager.) When I requested to speak to the manager, this man identified himself as the manager. Leaving the bag of food he retreated, after stating that he would look into it. I took that to mean he would be back with an explanation, or have the kitchen prepare our order on plates, or some kindness and or compensation for the mix up, which is indicative of the Disney brand.
Well, he didn't come back, no apology was extended, and the bagged food that had been carried back and forth now sat on the coffee table in front of us. Humiliated and embarrassed, I realized that my family had just experienced racist discrimination. At Disneyland!
Desired outcome: I would like an apology, Disney to be accountable for their actions. To be provided assurances that the Disney family provides sensitivity training and has some tools in place to quantify that the training is practiced.
