I was privy to a similar type of conversation, but it was pretty contentious.
I did the land/sea package the first three years and you go to the cruise line desk whether you are going on the cruise first or to the resort.
A couple next to me with two young children (you had to go to the counter no matter what to show you had all of your requirements to travel outside the country) were arriving and the husband was getting quite frustrated. Here's how it went down.
CM: Good morning, sir. What resort are you staying at?
Husband: Walt Disney World resort.
CM: Yes, sir. But what resort.
Husband(a bit frustrated): The Walt Disney World Resort.
CM: Yes, I am sorry sir, but which resort are you staying at?
Husband: ARE YOU STUPID OR SOMETHING? I SAID WALT DISNEY WORLD RESORT.
CM: Let's try this another way, do you have your package information.
Husband: What package?
CM: From your
travel agent.
Husband: What package?
CM: A package with information from your travel agent, that came from Disney that included all of your tickets, transportation coupons, luggage transfers, etc.
Husband: We left it home.
CM: Why did you do that sir?
Husband: Because our travel agent told us Disney takes care of everything.
CM: Okay, let's try this another way. Do you have identification with your full name on it, let's see if we can find your reservation in the system.
CM: Sir I found your reservation. Now, did you put the yellow tags on your baggage so that it would be delivered to your resort.
Husband: NO, I DID NOT BECAUSE....
CM: Let me guess, because the travel agent told you that Disney will take care of everything while you are on vacation. Let me see if I can find what airline you were on and see if I can't call the airline and get your baggage claim tickets, so we can retrieve your bags.
After several minutes of calling here, there and everywhere, and getting their bags and tagging them to get over to the resort, which was Wilderness Lodge by the way..... they are ready to get on the bus.
CM: Sir, if I might suggest, next time it might make your stay more enjoyable if you read through the package information before you leave home and bring it with you as shown in the instructions.
Husband: Do you think I would even dream of coming back to a place that is so totally f.....ed up. Forget it.
And after all that time the CM spent to get them there, etc. and not a thank you.