ALOHA! The Poly FAQ: Winter 2011 Edition

[swwake]

I am so unhappy with the Poly IPO right now.
Our 180 day mark was a couple of weeks ago. I got our planning sheet into the IPO in plenty of time - this was a big leap of faith for me since I always want complete control over our plans, but others had reported how great IPO is and we are paying for the service so I handed over control ... I had not only dining requests but also requests for an Illuminations cruise and a cabana rental since we are celebrating our 10th anniversary on this trip and I wanted to add a few extras. We got our dining ADR's ok, but I never did receive any confirmation (I checked online myself to make sure they were there). When our 180 passed for the other things I contacted IPO. They told me that the system wasn't releasing the dates for either the cruise or cabana, but they would keep checking. Last week I still hadn't heard anything so sent another email and I received the same reply. They assured me that they would be checking every day and book them as soon as they were available. Well we still had't heard back this morning, so I sent them yet another email. I received a reply telling me that there are no cruises available for our night (big surprise, they book up FAST ) but that they secured the cabana. I am so mad! I know that sometimes things arent' available, but they assured me they would be on top of it. It would appear that they completely forgot & when I reminded them there was no longer availability or they couldn't get the reservation and never bothered to tell us. I had had a bad feeling and should have been calling every day myself, but I kept telling myself that this is their job and they will take care of it.

I am a Poly lover and was so excited to be booked CL for the first time. So far the experience is not off to a good start. In addition to the things I already mentioned they also over charged us for our CRT reservation (which I needed to contact them about to get corrected). None of these things are huge issues in the big picture, but add them up, when this is part of what you're paying for with CL and I am not impressed. I have sent a not-so-happy reply to their latest email, but have heard nothing back yet. My advice to others is to check and double check your requests and be on top of them constantly until you are sure everything is taken care of satisfactorily (which you shouldn't have to do, but it would seem needs to be done). Kinda defeats the purpose of using the planning office.

I'm sorry to hear that you're disappointed. And it does seem that they have not performed as you would expect, or as we have heard that IPOs generally provide services. If it were me, I'd call them. I have found in business that more gets accomplished with a telephone call. I'd just talk to whomever answers the phone (don't immediately ask for a supervisor), express your disappointment, and ask them what they can do to help you. If you feel at that time you're not being treated as you'd expect, then ask for a supervisor.

 

[Tess]

I am so unhappy with the Poly IPO right now.
Our 180 day mark was a couple of weeks ago. I got our planning sheet into the IPO in plenty of time - this was a big leap of faith for me since I always want complete control over our plans, but others had reported how great IPO is and we are paying for the service so I handed over control ... I had not only dining requests but also requests for an Illuminations cruise and a cabana rental since we are celebrating our 10th anniversary on this trip and I wanted to add a few extras. We got our dining ADR's ok, but I never did receive any confirmation (I checked online myself to make sure they were there). When our 180 passed for the other things I contacted IPO. They told me that the system wasn't releasing the dates for either the cruise or cabana, but they would keep checking. Last week I still hadn't heard anything so sent another email and I received the same reply. They assured me that they would be checking every day and book them as soon as they were available. Well we still had't heard back this morning, so I sent them yet another email. I received a reply telling me that there are no cruises available for our night (big surprise, they book up FAST ) but that they secured the cabana. I am so mad! I know that sometimes things arent' available, but they assured me they would be on top of it. It would appear that they completely forgot & when I reminded them there was no longer availability or they couldn't get the reservation and never bothered to tell us. I had had a bad feeling and should have been calling every day myself, but I kept telling myself that this is their job and they will take care of it.

I am a Poly lover and was so excited to be booked CL for the first time. So far the experience is not off to a good start. In addition to the things I already mentioned they also over charged us for our CRT reservation (which I needed to contact them about to get corrected). None of these things are huge issues in the big picture, but add them up, when this is part of what you're paying for with CL and I am not impressed. I have sent a not-so-happy reply to their latest email, but have heard nothing back yet. My advice to others is to check and double check your requests and be on top of them constantly until you are sure everything is taken care of satisfactorily (which you shouldn't have to do, but it would seem needs to be done). Kinda defeats the purpose of using the planning office.

Sorry to hear about this maiapapaya. I have to admit we have encountered some less than stellar service over the years from IPO in particular. They've never dropped the ball on an ADR request, but were lackadaisical about providing services clearly within their power--sheer laziness and buck passing. These experiences are few and far between, thankfully. We have learned over the years to voice our displeasure soon after the issue arises.

Some of the CMs are fantastic and some not so much--luck of the draw really when the e-mails reach them and who is responding. I hope the information I supplied in the PM is of benefit to you.

 

[yolie912]

Well I just got back to my room from being at the pool. In the morning
They were not checking but now around 3 pm they asked to see my room key and gave me a wrist band.

 

[crostorfer]

Well I just got back to my room from being at the pool. In the morning
They were not checking but now around 3 pm they asked to see my room key and gave me a wrist band.

Fantastic! Was the pool area really crowded today?

 

[poohluvrs]

Well I just got back to my room from being at the pool. In the morning
They were not checking but now around 3 pm they asked to see my room key and gave me a wrist band.

thanks for the info, that makes us feel better about our upcoming stay. Enjoy your vacay!

 

[poohluvrs]

Hi Poohluvrs!! I am not positive about room service, but you can do take-out from those places for sure.

I haven't been back since last August, before they added the cabanas around the pool. When we were there last, there were definitely lounges around the pool area. Rows of them facing the zero entry area. I am sure someone who has been there more recently can confirm if this has changed or not. HTH!!

Thank you

 

[maiapapaya]

Thanks for the replies re the IPO. I am still hoping to get some sort of reply to my email. Failing that I will contact a manager. I don't know if it will be by phone though. I am the most unassertive person in the world and they would probably have me apologizing by the end of the call!

I just wish people could do the job they are being paid to do.

 

[yolie912]

Not at all... I went around 12 noon and I was able to get chairs... It was really not crowded... Trust me I was a happy camper!

 

[princssdisnygina]

Weird... UPS just delivered my Documents! I have never had UPS deliver my docs before! I know I am arriving Saturday but they had plenty of time to mail them. Oh well! Just glad I got them!

 

[camsmomE]

I forgot to tell you that I was approached at the pool for my room key, and when I said "sure, but it's in my bag in the cabana," he replied "Oh, sorry- just make sure you remind your cabana attendant that you need to be wearing your wrist bands." I asked our cabana attendant (Anna- who was really Heather) and she replied with a smile, "You can wear them if you really want to- they are in your drawer, but honestly, they don't go pulling people out of the pool."

 

[PolyndianPrincessJes]

I forgot to tell you that I was approached at the pool for my room key, and when I said "sure, but it's in my bag in the cabana," he replied "Oh, sorry- just make sure you remind your cabana attendant that you need to be wearing your wrist bands." I asked our cabana attendant (Anna- who was really Heather) and she replied with a smile, "You can wear them if you really want to- they are in your drawer, but honestly, they don't go pulling people out of the pool."

Too bad.

 

[Disneyfreak616]

Ya'al are so great on this thread about your knowledge of the Poly! My first stay there is in 75 days, and I cannot WAIT!!! I've eaten there many times, at Spirit of Aloha, Kona, and Ohana, but I can't wait to be fully immersed in the Poly expereince!

 

[Cdn Friends of Pooh]

WHOO HOO ... into single digits now!! 9 more days!!! (well technically 8 days, 10 hours) until we get on that magical plane for Orlando!

 

[Cdn Friends of Pooh]

I'm doing the SINGLE DIGIT DANCE today!!!!!!!!!
I don't know how I'm gonna make it through the next NINE DAYS!!!!!!!! Woo Hoo!!!!!

Us too!!! can you believe it ... 9 days left and we're on our way!!!!

 

[woodkins]

I am so unhappy with the Poly IPO right now.
Our 180 day mark was a couple of weeks ago. I got our planning sheet into the IPO in plenty of time - this was a big leap of faith for me since I always want complete control over our plans, but others had reported how great IPO is and we are paying for the service so I handed over control ... I had not only dining requests but also requests for an Illuminations cruise and a cabana rental since we are celebrating our 10th anniversary on this trip and I wanted to add a few extras. We got our dining ADR's ok, but I never did receive any confirmation (I checked online myself to make sure they were there). When our 180 passed for the other things I contacted IPO. They told me that the system wasn't releasing the dates for either the cruise or cabana, but they would keep checking. Last week I still hadn't heard anything so sent another email and I received the same reply. They assured me that they would be checking every day and book them as soon as they were available. Well we still had't heard back this morning, so I sent them yet another email. I received a reply telling me that there are no cruises available for our night (big surprise, they book up FAST ) but that they secured the cabana. I am so mad! I know that sometimes things arent' available, but they assured me they would be on top of it. It would appear that they completely forgot & when I reminded them there was no longer availability or they couldn't get the reservation and never bothered to tell us. I had had a bad feeling and should have been calling every day myself, but I kept telling myself that this is their job and they will take care of it.

I am a Poly lover and was so excited to be booked CL for the first time. So far the experience is not off to a good start. In addition to the things I already mentioned they also over charged us for our CRT reservation (which I needed to contact them about to get corrected). None of these things are huge issues in the big picture, but add them up, when this is part of what you're paying for with CL and I am not impressed. I have sent a not-so-happy reply to their latest email, but have heard nothing back yet. My advice to others is to check and double check your requests and be on top of them constantly until you are sure everything is taken care of satisfactorily (which you shouldn't have to do, but it would seem needs to be done). Kinda defeats the purpose of using the planning office.

I think we are staying at the Poly at around the same time and I also had a similar experience with IPO. I emailed my adr requests as well as requests for a ressie at the Neverland Club for dd and the behind the seeds tour. I NEVER got the confirmation of any of my adr's (only knew they were made bcause I checked online) and never found out if they booked the tour and club. I finally got an email from them on Friday saying that my credit card was declined when they were booking the tour that day (my amex number was stolen so I had cancelled the card that Wednesday, so I know they did not book the tour at the 180 day mark, but rather at least a week later).

When I called IPO to give them my new cc# I let the CM know that I had never received my adr list and she didn't seem surprised. I asked her to email them to me and she did, but if I hadn't have asked I don't know that it would have been done. At least they did get all of the ADR's that I requested at around the times I wanted.

 

[ruadisneyfan2]

I am so unhappy with the Poly IPO right now.
Our 180 day mark was a couple of weeks ago. I got our planning sheet into the IPO in plenty of time - this was a big leap of faith for me since I always want complete control over our plans, but others had reported how great IPO is and we are paying for the service so I handed over control ... I had not only dining requests but also requests for an Illuminations cruise and a cabana rental since we are celebrating our 10th anniversary on this trip and I wanted to add a few extras. We got our dining ADR's ok, but I never did receive any confirmation (I checked online myself to make sure they were there). When our 180 passed for the other things I contacted IPO. They told me that the system wasn't releasing the dates for either the cruise or cabana, but they would keep checking. Last week I still hadn't heard anything so sent another email and I received the same reply. They assured me that they would be checking every day and book them as soon as they were available. Well we still had't heard back this morning, so I sent them yet another email. I received a reply telling me that there are no cruises available for our night (big surprise, they book up FAST ) but that they secured the cabana. I am so mad! I know that sometimes things arent' available, but they assured me they would be on top of it. It would appear that they completely forgot & when I reminded them there was no longer availability or they couldn't get the reservation and never bothered to tell us. I had had a bad feeling and should have been calling every day myself, but I kept telling myself that this is their job and they will take care of it.

I am a Poly lover and was so excited to be booked CL for the first time. So far the experience is not off to a good start. In addition to the things I already mentioned they also over charged us for our CRT reservation (which I needed to contact them about to get corrected). None of these things are huge issues in the big picture, but add them up, when this is part of what you're paying for with CL and I am not impressed. I have sent a not-so-happy reply to their latest email, but have heard nothing back yet. My advice to others is to check and double check your requests and be on top of them constantly until you are sure everything is taken care of satisfactorily (which you shouldn't have to do, but it would seem needs to be done). Kinda defeats the purpose of using the planning office.

I'm sorry you're having a bad time with your trip plans. I think the idea of leaving things up to Disney is good for those who aren't good at planning, not exactly the typical Dis-er. I hope you eventually get the things you want to make your trip special.


I really just wanted to comment about your screen name. Dh's great niece's name is Mya and he calls her Mya-Papaya. So cute to see it here on the boards.

 

[rcsilverspring]

Us too!!! can you believe it ... 9 days left and we're on our way!!!!

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
No, I can't. It's really coming fast, isn't it? DD#2 & I spent all day e-mailing back & forth. I can't wait to see them! I'm having trouble falling asleep at night and today I tried on all my outfits & shoes to finalize what I am wearing when & where. I'm so excited I'm driving MYSELF crazy!! I have lists everywhere!! I hope we run in to each other somewhere next week, maybe sipping a Lapu Lapu!

 

[maiapapaya]

Great news. It took all afternoon before I heard back from them, but two very apologetic emails later and IPO has us booked for a cruise on an alternate date. I'm actually really surprised they could do it, since I've always heard that the cruises tend to get snapped up right away and this is for a Friday during F&W!

I would say that 'Brittany' & 'Craig' have gone a long way to redeeming IPO in my eyes, although I still think that for the price we are paying their customer service standards could stand a lot of improvement.

 

[maiapapaya]

I really just wanted to comment about your screen name. Dh's great niece's name is Mya and he calls her Mya-Papaya. So cute to see it here on the boards.

Maia is actually one of my daughters. I started using maiapapaya when she was a baby and it has stuck.

 

[Tess]

Great news. It took all afternoon before I heard back from them, but two very apologetic emails later and IPO has us booked for a cruise on an alternate date. I'm actually really surprised they could do it, since I've always heard that the cruises tend to get snapped up right away and this is for a Friday during F&W!

I would say that 'Brittany' & 'Craig' have gone a long way to redeeming IPO in my eyes, although I still think that for the price we are paying their customer service standards could stand a lot of improvement.

Great news! Glad it all worked out in the end!