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Old 04-10-2009, 09:14 AM   #16
bethclayton
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in defense of the OP, there are some reasons why people will wait until they return to discuss issues they have had. i have done this myself (not at disney, but other vacations). one time it was because the kids were oblivious to the problems we were having and i wanted to keep it that way so they could continue to enjoy themselves, so rather than getting into a whole discussion in front of them, i let it go until we returned home. another reason is that people are not always looking for any benefit to themselves, sometimes they just want to give feedback to the resort about the behavior of their staff, so the resort can improve going forward. and finally, sometimes it's not one or two big issues that can be fixed at the time, but it's way too many smaller things that all add up over a trip and by the end you've just had it.


to give an example, we recently stayed at AKL. it was our favorite resort that we have stayed at by far. however, several of the front desk staff were just rude. it was their attitude, they made no eye contact, seemed so bored, when we asked to switch rooms the guy sighed audibly, we never got a single smile from any of the 5 CM's at the front desk that we dealt with the whole first day. that is just basic customer service. there was just no reason for it, we arrived so happy and excited, and honestly, they put a bit of a damper on it for me by acting so grumpy. eye contact and a smile would have been enough, lol! i never asked to speak with a manager while i was there, because my complaints were not huge, i didn't want to deal with it on vacation, and i didn't want to make it look as though i were looking to be compensated in some way. but to this day, it still bugs me a little and i wish i had written a letter when we got home, just to give feedback, in hopes that they would improve their service a bit.

i think (or hope) that a good GM will always appreciate customer feedback, as long as it is specific, so that they can improve.
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Old 04-10-2009, 09:18 AM   #17
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Quote:
Originally Posted by k&a&c'smom View Post
I've had occasions where things have gone wrong on vacation, and I've done my utmost to address them at the time, but it did not resolve the issue. I don't know if the OP did this or not, but thought I'd point out that simply telling someone "you should have addressed this at the time" is less than helpful! Not only does it make them feel like THEY have done something wrong, but most people don't want to spend too much of their precious vacation time hashing out problems. If they attempt to talk with the front desk, and get no response, they might not think to ask for a manager, in the heat of the moment. Or, they may speak with a manager, but get no help, not every manager is customer-friendly.
I agree with you that we don't know if the OP did talk to someone while they were at the Poly. From the sound of the post I would say they didn't, but we don't know that for sure.

I also think it is a cop-out to say that people don't want to spend vacation time fixing problems. Of course they don't, no one does. But if the problem is severe enough that you feel the need to write to Disney once you get home, then it was severe enough that you should take some time and get it fixed while you are on vacation. That way the rest of your trip would be enjoyable, and you are not feeling like you are putting up with a vacation that is less than what you had hoped for.

If a problem didn't bother you enough to address it while you are on vacation and Disney could actualy fix the problem, then it isn't that big of a problem, imho. To do so is kind of like putting up with bad sevice at a restarurant, tipping the waitress, and then going home and calling to complain. It just doesn't make much sense.
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Old 04-10-2009, 09:29 AM   #18
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I would like to give some support to the OP too. WE had a bad stay at Poly & I DID talk to front desk & then manager when things were bad. (We had a pipe burst & a flooded room w/our stuff ruined.) The manager didn't do much either. We weren't expecting anything, but a smooth room change & clothes laundered since we now had nothing to wear. This was back in 2006. So it's nice to say "you should have handled it there", but even that gets you nowhere. it's a good idea to back it up again w/a call or letter once you get home.
I don't expect exceptional service at WDW. I expect the same service anywhere I stay, but we faced so many problems at Poly that we will never stay there again.
To the other poster, we dealt w/the CMs in carts as well. They drive so fast & don't look carefully who is around. We were almost hit a couple of times & I wouldn't let my toddler walk on his own on the sidewalk b/c of it.
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Old 04-10-2009, 09:32 AM   #19
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Quote:
Originally Posted by k&a&c'smom View Post
Whenever someone asks for the address or phone number to report problems with their stay, they are admonished that it should have been taken care of at the time of the incident. While I agree that this is good general advice, it doesn't always help.

I've had occasions where things have gone wrong on vacation, and I've done my utmost to address them at the time, but it did not resolve the issue. I don't know if the OP did this or not, but thought I'd point out that simply telling someone "you should have addressed this at the time" is less than helpful! Not only does it make them feel like THEY have done something wrong, but most people don't want to spend too much of their precious vacation time hashing out problems. If they attempt to talk with the front desk, and get no response, they might not think to ask for a manager, in the heat of the moment. Or, they may speak with a manager, but get no help, not every manager is customer-friendly.

OP, I hope that whatever upset you wasn't enough to ruin your splurge trip. I know how disappointing it is to dream of and plan a long-awaited vacation, only to have things go wrong. Writing to WDW guest communications is probably the best option. Good luck, and I hope your next visit to WDW is all you hope it will be.
The big reason for addressing the issue at the time, or at least before you leave the resort, is that you give them a chance to rectify their mistakes. You can speak to a manager, if needed. Then, if things are not rectified, you can write that letter, giving names, dates, and times. It is so much more meaningful if you can say that you tried to address your issues with 'so and so' but nothing was done.

While I undestand that we all arrive at WDW, ready for a terrific vacation, I have to take issue with the comments about 'rude front desk CMs'. I have had less than terrific checkin CMs...one time I actually looked at the girl and said...'Are we having a bad day? Here in the happiest place on earth??' Man, that waked her up...her demeanor changed right away. She apologized profusely..now that may have been to ensure that I didn't mention her 'grumpiness' to the powers that be. Or the CM I had at POR..man, he was a dud and a half. My dd's room key got demagnetized..she needed a new one. We were very polite and apologetic when we asked for a new one. He just rolled his eyes so far back in his head I didn't think he would ever see front again, and said..'Well, we can only replace the card one time, so please try to be more careful with it!' Man...I was more than a little peeved. Did it ruin my trip? Did it put a damper on my day? No, not in the least.
I know many will disagree with this viewpoint but there it is...CMs try to be pleasant but you are going to find the one or two that truly seem to hate being where they are, doing what they do. Sad to say.
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Old 04-10-2009, 09:33 AM   #20
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Quote:
Originally Posted by bethclayton View Post
in defense of the OP, there are some reasons why people will wait until they return to discuss issues they have had. i have done this myself (not at disney, but other vacations). one time it was because the kids were oblivious to the problems we were having and i wanted to keep it that way so they could continue to enjoy themselves, so rather than getting into a whole discussion in front of them, i let it go until we returned home. another reason is that people are not always looking for any benefit to themselves, sometimes they just want to give feedback to the resort about the behavior of their staff, so the resort can improve going forward. and finally, sometimes it's not one or two big issues that can be fixed at the time, but it's way too many smaller things that all add up over a trip and by the end you've just had it.

...

i think (or hope) that a good GM will always appreciate customer feedback, as long as it is specific, so that they can improve.
Right on! Please, do not discourage someone from providing Disney with information that could improve customer service for all of us. That feedback could make a real difference for someone in the future.
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Old 04-10-2009, 09:37 AM   #21
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Originally Posted by nemofans View Post
I would like to give some support to the OP too. WE had a bad stay at Poly & I DID talk to front desk & then manager when things were bad. (We had a pipe burst & a flooded room w/our stuff ruined.) The manager didn't do much either. We weren't expecting anything, but a smooth room change & clothes laundered since we now had nothing to wear. This was back in 2006. So it's nice to say "you should have handled it there", but even that gets you nowhere. it's a good idea to back it up again w/a call or letter once you get home.
I don't expect exceptional service at WDW. I expect the same service anywhere I stay, but we faced so many problems at Poly that we will never stay there again.
To the other poster, we dealt w/the CMs in carts as well. They drive so fast & don't look carefully who is around. We were almost hit a couple of times & I wouldn't let my toddler walk on his own on the sidewalk b/c of it.
I think you handled the situation exactly right. Try to get it corrected while there and then follow up with a letter afterwards, if things aren't rectified. Sorry you had such a bad experience.
It's funny but the Polynesian has some huge fans...and I get that. But, sometimes people seem to want to not believe that not so great things happen there...at the Polynesian. I know I have a friend who told me that I was just being overly sensitive about the things that went wrong for me at the Polynesian. Everyone has their favorite and they don't like to hear less than stellar things about it. I feel that way about POP and BWV!!!
And man...those little golf cart things shouldn't be allowed on the public walkways...they are awful. Zooming around...it's not a racetrack. And they're pretty quiet so they almost sneak up on you, then toot their horn at you...ah, I think not!!! I'm the guest, you wait for me to pass!!!
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Old 04-10-2009, 09:41 AM   #22
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I would suggest writing a letter.

I think they'll give a letter more attention because it takes more effort than an email or phone call.

If your vacation was off, there is no need to explain here unless you want to vent. If you write a letter, read it to yourself out loud. It's easier to make corrections to get your point across.
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Old 04-10-2009, 10:10 AM   #23
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Lets Be Realistic

3 Things:

1) Every person/family is different. Some are picky, neat-freaks, attitudish, wild, always happy, grumpy, etc. Get my point? What may affect one person/family, will not affect the other. It's not right to tell someone they're over-reacting, that just may be who they are. I do agree that some people have WAY TO HIGH EXPECTATIONS, but that's just who they are.

2) EVERY resort at Disney can have issues. Poly, GF, BC, AKL, CSR, POP, etc. The thing we must keep in mind is that all these resorts are run by humans who aren't perfect, there could possibly be bad moments on your trip. Everyone should go on vacation expecting this, no matter how much you paid for the resort

3) If you can honestly tell me you have NEVER went to work in a bad mood, had a bad day at work that affected your attitude, or just not feel like going, then by all means criticize the CMs. But fact of the matter is, they are still at work working for/with people they may not get along with, and they are going to have bad days. I like what a previous poster in this thread did, address that CM on the spot in a pleasant way, it could change their mood right then and there. You allow yourself to be the sunshine for their rainy day.

Just my 2 cents
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Old 04-10-2009, 10:14 AM   #24
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Poly fan here and I have had some not so nice CM's at the front desk. I requested a particular building and did not get it and when I asked when a room there would be available he said straight out "we are not giving free upgrades today" I almost spit my teeth out! The building I wanted is 100% GV! I paid for GV They guy was a dope!

I got to our room, called the "front desk" which is actually the call center and a very nice lady got me a wonderful room in the building I wanted, I just had to wait until the next morning. Really, I was in the category I requested, I just needed to be patient to get the building I wanted. I did not need to be scolded by an unhappy, misinformed CM. He did not give us our leis either so I went and asked someone else for them, right in front of Mr. Dope and they apoligized and gave us our leis and welcomed us. All my conversations with the original CM and subsequent CM's are handled with respect and a calm manner on my end. I'm a kill em with kindness believer!

Funny thing is...Mr. Dope checked up is 14 months later . No leis that time either . That little situation (or particlar CM) does not keep me from staying, but I do not fault anyone who choses to not stay again there either. We pay thousands for these trips, we want to be happy!

Everytime I leave Disney I send a letter when I get home. The majority of the letter, I point out the positives along with the names of people who went above and beyond. I also point out where I feel there could be improvement. I have no idea where the letter ends up but I feel I have done my part to give my impression.

As for my CM friend a the Poly, I am staying CL the next trip so I am afraid he will not have the pleasure of checking me in a third time. Unless somehow he was transferred to the CL lounge Just kidding!
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Old 04-10-2009, 11:06 AM   #25
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Quote:
Originally Posted by Maukey View Post
If you can honestly tell me you have NEVER went to work in a bad mood, had a bad day at work that affected your attitude, or just not feel like going, then by all means criticize the CMs. But fact of the matter is, they are still at work working for/with people they may not get along with, and they are going to have bad days. I like what a previous poster in this thread did, address that CM on the spot in a pleasant way, it could change their mood right then and there. You allow yourself to be the sunshine for their rainy day.
I guess I can criticize the CM's, then! I have been working jobs that involve customer service (anything from movie theater concession sales when I was 16 to amusement park guest services to employee-related complaints) and I can honestly say that although I've come to work in a bad mood, I make it a point never to let it impact my professionalism. It is an essential part of the CMs' jobs to be pleasant and professional. It is no more acceptable for them to be rude than for them to fail to give a guest a room key upon check-in. If I were a resort manager, I would definitely want to know if my employees were not providing guests with the service they deserve and pay for.

Yes, there will always be someone who is a less-than-optimal employee, but when it seems to happen on multiple occasions, it may be that management needs to know there is a widespread problem with staff professionalism so it can be addressed and corrected for future guests.

Also, keep in mind that some people are not comfortable with being confrontational. One person might not mind confronting a CM on his or her attitude, but another might find the prospect gut-wrenchingly uncomfortable. I do not believe resort guests should have to tell CMs how to act professionally.
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Old 04-10-2009, 11:07 AM   #26
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The most important reason for trying to resolve the issue while you are there is because it can be fixed.

I have worked in the hospitality industry. Most letters go to corporate, then go to the specified resort, then stay on someone's desk for while, then 6 months later it's mentioned at a meeting that the CMs need to be more cheerful.

Addressing the situation when it happens is much more productive. I don't think that anyone is trying to diminish the OP's experience, it's just that saying something after the fact normally does not get results.

In the OP's case -- a floor request is not a guarantee -- the resort has done nothing wrong.
The man at the pool -- the OP should have notified someone.

As to any other issues, they should always be addressed while there so that they can be rectified.
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Old 04-10-2009, 11:52 AM   #27
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sorry to hear you weren't pleased

Sorry to hear you weren't pleased with the Poly. I've had some sketchy customer service there as well. Last time we were there,The CM who checked us chastised us for arriving late, even though our flight had been delayed and our limo didn't show up at the airport. Then, she looked at our son and said, "Shouldn't he be in school?" No, actually he didn't have school that week. The first time we stayed there in 2000, the service was impeccable. I don't know what's happened.

Personally, I would have complained while I was there. Now, I would write a letter to the hotel manager and, using calm, non-accusatory language, explain your objections. As for the young man, the Poly definitely gets its share of interlopers, but that guy could also have been a guest. I work with young people and kids of all backgrounds use drugs and parents of all backgrounds don't always recognize it. Either way, if someone looks like they might present a danger to you, others or themselves, call security immediately.
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Old 04-10-2009, 01:08 PM   #28
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We had an issue at the Poly in August--toilet did not flush properly, and despite a few calls I made to request a repair, it wasn't fixed. We then went to AK for the afternoon and upon returning to our room after the park closed, we found our entire bathroom flooded. The "fixer" did not do his job properly.

Anway, after we waited AGAIN for about 45 minutes and still no repair person, and by this point, the kids were exhausted and we could not use the bathroom of course, I went to the front desk. I was helped at that point. They comped me a night, and the head of housekeeping called us from her home to apologize.

So my point is this--there are problems at the Poly, and their staff is sometimes not on top of things as they should be. Pool hoppers are another issue entirely. But generally, most of the CMs do try, and I think if you do complain when you're there in a calm manner (I made it a point to tell the front desk CM that I did not blame her for the problem--and she's the one who took the initiative to contact the manager for me--though I never asked her to do that, nor did I demand compensation), you'll get decent results.

But in the interest of full disclosure, I have to admit that after three Poly stays three years in a row, we're trying the GF this August. Our bathroom problems are part of the reason we're switching.
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Old 04-10-2009, 01:15 PM   #29
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I did speak to the Polynesian staff

I did speak to the staff at the Polynesian Hotel...many times while I was there. I did not want to list every issue that I had with the hotel on here, but since there are lots of questions from people, I'll go into some detail.
When making my reservations, I requested a first floor room for a number of reasons. The elevators in the Polynesian are quite small, and maneuvering a scooter on and off of them is a challenge. It also meant that only one scooter (one person) could go on the elevator at once, leaving the other person and/or the kids alone on the other floor. Another reason I requested a first floor is that the other adult in my party is very overweight, cannot walk well, and also had knee surgery, so in the event of an emergency, it would have been a problem for her to take the stairs. I voiced these concerns during my many conversations with Disney before my trip. I was told we would be put in the Samoa building or another closer building to the Ceremonial House.
Upon check in, I was told the only room available was a room at the other end of the property near the Ticket and Transportation Center, OR a room on the 2nd floor of the building next door. After much discussion with the desk staff, we took the 2nd floor room because of the closeness to the main building and the promise of the desk staff that we would be put in a 1st floor room soon.
Ok, next issue. I go over to the Concierge to pick up my Annual passes and other passes that I had already paid for over the phone. I was told, again by Disney over the phone, that I could pick these passes up at the desk and go right over to the park. The concierge "earning his ears" staff, told me that they don't give out the passes there. Another staff member comes over and agrees with him. They could give me the 5 day passes, but not the annual passes. I told them that I knew they were able to do it, and that in the past I have been able to get the annual passes at the desk at Fort Wilderness and have never picked them up at the park. If you've seen that laminated chart that they keep at the desk that shows you the choices in passes and what extras you would like on it, you would know that they can give you the passes at the desk. So, they say "OK" and give me all four passes.
I assume we are in the clear with the passes! On to our fun vacation.

We go to our room, on the 2nd floor, of the building next door. We realize that there is no way we are going to get scooters on this elevator, especially the larger one for the larger person. I called the desk staff and asked them about the room change. Someone would call me back. Edward called and told me that he reserved a first floor room for the next day and to just have all of our luggage packed and they would take care of everything for us. He was very nice. I asked if they would take care of moving the refrigerated food and he told us not to worry. He said, and I quote "Pick up your scooters in the morning at the desk and just go to the park and have a fun day." We hadn't received our luggage from the Magical Express people yet, so we couldn't unpack anything.
I assume we are in the clear with the room change! On to our dinner.

The next morning our phone started blinking at 6:45 a.m. The message that was left said that we should pack our luggage and bring it to the desk outside so that it could be put in storage for us. WHAT!!!!
I called the desk and asked for Edward. He was busy. The woman told me that they do not collect our luggage and that we would have to do that ourselves. As for the food in the refrigerator, we would have to take care of that ourselves also. She said they aren't allowed to go into anyone's refrigerator. I told her what Edward had told me and she told me he was wrong and that wasn't their policy. I told her that from the point of check in, I had been told different stories from different staff members and that I planned on being in the Magic Kingdom in an hour. We walked up to the front desk to pick up the scooters and asked for Edward. The girl at the desk went through a door, came back and said "He's busy." She said there was nothing she could do for us. Someone else called our room and said that they would take care of everything, and not to worry about our luggage or our refrigerated goods. Because it was getting late in the morning, I sent the two teenagers over to the Magic Kingdom. They had their passes and it was only a monorail ride away from the hotel. I figured they were ok. My daughter calls me, very upset, and says that her annual pass isn't really a pass and that she is now in a line with "500" people waiting to talk to someone at Guest Relations. I call the desk and tell them this. They had no answer. Turns out that the people at the concierge desk gave us cards that looked like passes but really were just blank cards. We had to stand in line and pick up our passes at the park anyway!!
When we got back to the hotel that night, the luggage had been moved, the refrigerated food was in the refrigerator. Thank Mickey!!
The teenagers went to the pool that night and the next night by themselves. There were plenty of people around those nights. I got a call from my daughter one night saying that she wanted me to come to the pool and watch them. She was nervous because there was no one around and she would feel more comfortable with me coming there. I went to the pool and noticed a man at the end of the pool by the bathroom. I thought he was an employee and told the girls to quiet down. They told me that the guy wasn't a worker. They had seen him down there with a girl that they assumed was his girlfriend. All of a sudden, he came out of the bushes and came up to me and asked me for my phone. I could tell there was something not right about him. He was slurring his words and told me that he was lost and looking for his friends.
I said "You're lost at the Polynesian in Disney World?" He was looking at my purse and standing close so I could see that his eyes were glazed, he had large gauges in his ears and a very, very large belt buckle/medallion on his belt in the shape of two silver guns. It had to be 6 or 7 inches across. I have a lot of contact with teenagers and I could tell this young man was definitely messed up. My girls could tell there was something wrong with him. He finally walked away and went over and stood by the bathroom again, for quite awhile. I tried calling the front desk and got no answer. A girl came out of the bathroom and they walked away. I immediately went to the front desk and asked for security. They said there was no security around. They directed me to the other desk. I told the girls there that there was a young man down at the pool and they really needed to send security down there. They did a lot of head shaking, but no security showed up at the pool. If you have ever been to the Polynesian Hotel, you would know how dark and desolate some of the pathways get at night. I was concerned not only about my girls, but about any other kids that might be walking around the hotel.
This isn't all that happened, but I hope it gives everyone a clearer picture of how my stay went.
My family and I have been going to Disney World and Disneyland for years. This visit to the Polynesian will not prevent me from going back. I really needed to get away and have a vacation that was kind of a splurge and staying at the Polynesian had always been a very enjoyable and memorable experience in the past. In the past, whenever you had a concern or a problem, Disney would bend over backwards to make your stay a better one. They were always consistently aware of making your stay at Disney a Magical Experience. You know those frozen Strawberry popsicles they sell in the park? It was so cold that my husband ripped his lip open on it before giving it to our baby girl. The people at the Polynesian left a dozen chocolate covered strawberries in our room with a note saying "I hope this makes up for that." When we had a problem with the air conditioning in our room years ago, they put us into the concierge building at no extra charge. It was a wonderful stay and the staff was wonderful to us. This time, there just didn't seem to be anyone who was concerned enough to make our stay "magical."
Hopefully, this answers some questions for some of you. I apologize for it being so long.
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Old 04-10-2009, 01:18 PM   #30
Sammie
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Best to write a letter.

Last edited by Sammie; 04-10-2009 at 01:24 PM.
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