A Disney Vacation Club member is speaking out after what they describe as a shocking lack of response from Disney’s Animal Kingdom Lodge staff following a glass-related injury during their stay at the Deluxe Disney Resort hotel.
The longtime DVC member took to Reddit earlier this month to detail an incident where their wife stepped on broken glass while on their hotel room balcony. What followed, according to the Walt Disney World Resort guest, was a series of dismissive responses from cast members that left the family feeling abandoned by a vacation destination they’d trusted for a decade.
Injury on a Disney Resort Balcony
On January 7, Reddit user u/pissedoffguest posted a photo of glass shards scattered across their balcony at Disney’s Animal Kingdom Lodge. The debris appeared to be remnants from a previous guest’s stay that housekeeping had overlooked during room turnover.
What happened
“I joined DVC about a decade ago as they seemed to care about guest experience,” the Disney Park guest said. “I brought my family to Animal Kingdom Lodge for the week for a nice family trip.”
The incident occurred during what should have been a relaxing evening:
“Last night after getting the kids in bed my wife and I were enjoying a couple drinks on the balcony when broken glass, not from us, punctuated her foot. We struggled to get it out so we went to bed and figured Disney could help us in the morning.”
Disney’s Questionable Response
The following morning, the family contacted the front desk, expecting assistance with both the injury and the hazardous glass still scattered on their balcony. What they received instead shocked them.
According to the guest’s account, the response was minimal and placed responsibility back on the family:
“We are not the type to try and make easy money. This morning when we called the front desk they told us we could call 911 but we are responsible for it. When my wife asked about the glass getting cleaned up they had house cleaning drop off a vacuum for us to clean up, again, a mess left behind from I am assuming previous tenants but not us.”
The guest emphasized they weren’t seeking financial compensation—just basic assistance with a safety hazard and potential medical attention. When they pushed back against being expected to clean up broken glass themselves, the resort’s second attempt at help proved equally inadequate.
“When I called and said that wasn’t acceptable, they had house cleaning come again with a microfiber rag and nothing else,” the guest recalled. “For broken glass on a balcony. And again, handed it to us to clean up. I am at a complete loss in the lack of giving a sh*t by Disney that I’m ready to never go again.”
The family received cleaning supplies but no actual cleaning service, and no medical assistance beyond being told to call emergency services themselves.
No Public Statement
Walt Disney World Resort has not issued any public response to the allegations shared on social media. The guest indicated plans to address their concerns directly with front desk management, but hasn’t posted any updates on whether that conversation resulted in different treatment or a resolution.
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Disney Fanatic notes that the story outlined here is based on a personal Disney Resort guest experience. No two Walt Disney World Resort guest experiences are alike, and this article does not necessarily align with Disney Fanatic’s opinions on Disney Park operations.
