That is terrible!!!! I would be so upset to not only have spent all of that money and had a bad guide, but also to have to deal with your experience being ruined. We have had really good guides, though some have been better than others for sure; none at all to the level you described. I can only imagine that during really busy times, they have some of the B team in service to get the number of guides that they need? I would recommend to anyone taking a VIP tour that you PM some of us on here that have done a few, and get a specific recommendation for a guide. The guide that works for a young active family may not be the right guide for an all adults group, etc, but at least you know that they won’t be on their phone all day if someone here recommends them.
I will say that for the price, I think they could do a better job on matching the guides. This last trip, we requested the same guide we had the year before. I did this 6 months in advance, and it was not holidays or a very busy time (mid August trip). They were vague for months, and then finally a week before, I asked if we would have the same guide or not. They were still vague and said “she could win the lottery the night before so you never know”. They actually wrote that in an email to me!! I understand that she might get sick the day of or something, but they should have at least been able to say yes, that is who you are scheduled with or no, she is on vacation and not going to be here. But they would NOT commit. Now I have the guide’s cell phone (she did end up giving us our tour that day, but she came in on her day off to do it; she got a different day off later; guess giving a good tip is worth it!), so I can text her when we are planning a trip to see if she will be available.
So I think compared to many other company’s VIP services, Disney has a long way to go.
I am glad that you let them know it was going poorly, and I wish they could have avoided this altogether by not using a disinterested guide for such an important day for your family. I hope they give you some type of partial refund or credit towards a future VIP.