Am I wrong for being disappointed in Poly??

[LauraAngel]

I'd been wanting to stay at the Poly for years, after having visited many times to eat there in the past and loving the atmosphere. I was able to get a little bit of a discount on a package for late October, so I went ahead and splurged on the Poly and felt pleased with me decision after reading everyone's experiences on here. It's been a rough year for my mom and I wanted to take her somewhere where she could relax and enjoy the atmosphere, as well as having fun at the parks. Well, overall I ended up just feeling sort of disappointed in the whole thing... we had a room in a decent location (Tokelau, facing Tahiti). I didn't really care where we were or the view, although I had made one request: a balcony, which was not honored (we were on the first floor, so we just had a sort of patio, which was generally occupied with so many ducks and duck poop we weren't really that into using it). Again, not a big deal, I know they don't guarantee requests and that hardly was a make or break for the whole thing.

The frustrating thing came when our door wasn't locking. On about day 3, we came back to our room to drop a couple things off and I don't know why, but I sort of pushed against the door without using the key and poof... the door opens. Well, the door wasn't catching the plate on the frame, so I went and talked to the concierge people who said they'd send someone right out. We had dinner reservations, so we had to leave again before they arrived, but the concierge had assured us we didn't need to be there. We arrived back late that evening and poof... the door flies open again with barely a touch. It was a bit late to go talk to them again, so I went first thing next morning and asked again, again was assured someone would look into it. We got back that afternoon... door pushes right open. So I head to the concierge desk and very nicely but firmly demand to speak to the manager on duty. I explain the situation and that this was my third visit to them to get this taken care of. He apologized and once again said he would send someone out. At this point, we felt we needed to stay to make sure this was fixed. So we spent the next hour in our room waiting for them to come. When they did, they were able to finally figure out that the door hinges were coming loose, so the striker plate wasn't lining up, hence the door popping right open. I greatly appreciated that they were able to fix it at that point, but the whole thing was very frustrating that it took so long. I work in retail myself, and I'm well aware that things go wrong out of the hotel's control... no one loosened the door hinges or caused that to happen, but typically in my position, I would offer SOMETHING for the person's trouble, or at least apologize profusely and make sure that everything was taken care of... the manager made no effort to check in to make sure everything was ok or anything... I guess I just (perhaps unfairly?) expected more of a $300 a night hotel, especially a Disney one :/

We also had problems with the bathroom fan (or lack thereof)... we were assured that there is some central system, but I can tell you, the level of humidity and moisture in that room was unbearable with the door closed and I cannot possibly imagine how that can be good for the room... even in Illinois that leads very quickly to some serious mold issues...

Also, the room, even though it was renovated, had clearly been beat up in areas (for example there were large drinking glass ring stains on the tv stand area). Again, this isn't the hotel's fault per se... it was the fault of careless guest, but to leave it like that seems sort of disappointing. We even ended up with very very worn towels one day, one of which had a big hole in the middle.

It was all little stuff and again, by no means was our vacation ruined by these little things, but I guess in the end I just find myself wondering why I spent all that money to stay at the Poly when we've stayed at other Disney hotels that were less expensive and yet had much more attentive service and seemed better cared for :/ Am I being unfair and unreasonable in my disappointment?

 

[jennib5426]

We had a very similiar experience with the Contemporary Resort in September this year. We had never stayed there and were really looking foward to it. We had a refurb room and it was already showing signs of wear. There were other minor issues, over all we were dissapointed. We always stay at the moderate resorts and I will stick with those in the future. The extra $600 we spent on the CR could of been put to better use. I am glad we tried the CR, but I won't pay for a deluxe resort again in the future.

I don't think you are being unreasonable.
Live and Learn....

 

[monorailsilver]

I love the Poly & it is the place I prefer to stay but when I went in 2005, my dh & I were a bit dissappointed in the resort. That was the only time we didn't have a magical stay there after all we got engaged there.

We got the run around on a few things. We moved our room on day 2 since we were in Rapi Nui & they were doing renovations which was not fun & they couldn't give us another room that day (which I think was BS) since we had connecting rooms with my parents.

The lifeguard ticked me off to no avail & there is no way I expect a 20 something to watch each & every person in that pool that is why I was soley responsible for one of my kids & my dh took the other one under his belt. But no they said my ds couldn't use a tube & swimmies verbally to me but there was no place posted on the sign by the pool that stated that. To me it was more about keeping my ds (who was 22 months) safe in the pool & that is how he felt safe plus I was holding him since he didn't like us to let go of him (his legs) but yet he liked some freedom at the same time, IYKWIM?


Then mousekeeping, my ds must have eaten a cookie & dropped it by the toilet in the am & then we scooted off to the park. When we came back the cookie was still there so I said I wonder & I left it there for my own curiosity. The next day the cookie was pushed back farther behind the toilet towards the corner.

We were boarding the monorail when one of my kids sippy cups fell down onto a roof by the stairs. They couldn't get it then but they said when the monorail shuts off for the night they'd get it & it would be at the main station (TTC) in the am since they always do a sweep each night (OK this wasn't the Poly staff but we were at the Poly & it ticked us off). That was fine by us since we were off to Epcot in the am.

We get to the TTC & it wasn't there, no biggie but I did need that cup since I only had 4 sippy cups & 2 were dd's & 2 were ds's & we lost ds's & I couldn't give ds, dd's cup since he is allergic to dairy & her cups even though they were hand washed could still cause him to have a reaction.

Anyways, we got back to the Poly & we asked again to look (this was after we left Epcot) & an older monorail CM looked & said she had a special tool to try to get it but no one should know she was trying but she couldn't get it.

So they called the Poly maintenace staff & we had our sippy cup back within the hour-geeze, if they only did that when we first dropped it, careless on our part but still.

So even though I love the Poly, dh & I were dissapointed in it the last time we were there. He even mentioned possibly staying at the GF instead of the Poly but I am not sold on that (I have stayed at the GF once before).

Sorry to rant but it is OK to have a bad visit. I have had 1 bad visit to the Poly in all years I have stayed there.

 

[Tikiman]

I don’t think any of those complaints are unreasonable. I think the best thing you can do is write the Polynesian or Guest relations and let them know what happened and how you feel.

 

[lucas]

I just wanted to jump in and say that a couple of years ago stayed at PORFQ and had the exact same problem with the door not locking and it took several trips to the front desk to have them send someone to the room to fix it - and we had to wait around for them to finally show up.

We were also disappointed last December in the Contemporary. The patio slider would not lock and the toilet wouldn't flush.

 

[cupcaketrip]

I don’t think any of those complaints are unreasonable. I think the best thing you can do is write the Polynesian or Guest relations and let them know what happened and how you feel.

Having had a pretty awful stay recently at another resort, I considered this, but wondered if it would make you end up on some sort of blacklist. (Having your name flagged with "troublemaker", or the like.) Too paranoid?

 

[Sammie]

Having had a pretty awful stay recently at another resort, I considered this, but wondered if it would make you end up on some sort of blacklist. (Having your name flagged with "troublemaker", or the like.) Too paranoid?

Well there is too ways to look at this, everyone does have a guest portfolio. If you are a cronic complainer, then yes you can get flagged. However the main thing to do and the OP did this and I am the biggest supporter of immediate action while there. It would take multiple complaints that panned out to be nothing, to get that label though.

Truly I see no reason to accept unsatisfactory rooms or service and I will deal with it while there. If you have problems and you don't voice them and then leave and decide to voice them, you have no evidence of your problems. That accomplishes nothing.

My mantra is complain while there, or just let it go.

The main problem I see at Disney is their horrible communications between departments. If you have something broken in your room, call Maintenance from your room and ask to speak to the supervisor on duty. Get their name and explain the problem. Ask when they can fix it. Hold them to it, if not call back and ask to speak to the person you talked to. Don't talk to someone esle.

Things not clean, etc. Call housekeeping and ask for the super. Get a name.

Other problems go to the Front Desk and ask for the on duty manager. Always remember who you talk to, even write it down. That way if it is not resolved, you can let higher ups know who dropped the ball.

 

[Cass]

I think most of the issues brought up here would be disappointing at a deluxe resort. Sorry it put a damper on your stay.

 

[bicker]

This really points out how the world has changed. Focusing just on the room condition issues, have you ever heard of a newly-renovated room looking "beat up" after just a few months? While that might happen on occasion, the fact that it happens (both at WDW and everywhere else, actually) so often these days is an indictment of the general public, who now includes a substantial number of people who behave like nothing better than a bunch of animals.

 

[JPN4265]

This really points out how the world has changed. Focusing just on the room condition issues, have you ever heard of a newly-renovated room looking "beat up" after just a few months? While that might happen on occasion, the fact that it happens (both at WDW and everywhere else, actually) so often these days is an indictment of the general public, who now includes a substantial number of people who behave like nothing better than a bunch of animals.

Totally Agree!!!

 

[LindsayDunn228]

I think you have more than a right to be bummed out.

 

[Alicnwondrln]

thats to bad
you have every right to be bummed
i agree with bicker
people dont take care of thigns the way they used to

 

[mrsltg]

The title of your thread made me laugh a little - of course you are well within your rights to be disappointed in anything! It's all a matter of preference. It's not as though you like pink flowers and they only had orange and so your trip was ruined!

I wouldn't leave the room if the door did not lock. That would have substantially detracted from my vacation time. You were certainly a better sport about it than I would have been! I agree about the bathroom fans. We were at the Poly in August and it was naturally humid. The humidity in the bathroom was unbelievable. I think they're going to have some problems with that - as you pointed out, mold is not nice!

I hope your next stay is better. I just chalked my stay up to experience. I tried it, I wasn't crazy about it, and now I know.

 

[Tikiman]

This really points out how the world has changed. Focusing just on the room condition issues, have you ever heard of a newly-renovated room looking "beat up" after just a few months? While that might happen on occasion, the fact that it happens (both at WDW and everywhere else, actually) so often these days is an indictment of the general public, who now includes a substantial number of people who behave like nothing better than a bunch of animals.

That building has only been open 3 weeks. I still believe what the OP said but I had 6 other families email me about Tokelau from last week and they said everything was perfect so I think your chances are low to get a room in bad condition and hopefully they will work on that room to address the problems.

 

[wdwcoltsfan]

We just got back on Thursday from a week stay at the Poly. We were in Tokelau room 2912. We were very impressed with the refurb that was done. I'm sorry your room wasn't up to par. By the way, 2912 is basically a lagoon view at garden view rates!

We had a situation with dd who lost her nemo purse. She had it in bed with her and then couldn't find it. It was our day to have sheets changed, so we called housekeeping to see if it got mixed up with the linens. The evening supervisor helped us and made sure that we only spoke with him. We had hoped they would make a notation that if it was found, we could pick it up. Well, my dd got it back! However, the manager went down to housekeeeping and went through all of the linens to see if he could find it. I wonder if they are listening to some of the complaints and are trying to do a better job with customer service. I know that doesn't help with your last stay, but maybe it is a move in a positive direction.

I hope you won't be turned off the Poly forever. If you ever think you may want to try it again, I hope your stay will be magical! We have had very enjoyable and relaxing trips there.


Rachel

 

[ADP]

This really points out how the world has changed. Focusing just on the room condition issues, have you ever heard of a newly-renovated room looking "beat up" after just a few months? While that might happen on occasion, the fact that it happens (both at WDW and everywhere else, actually) so often these days is an indictment of the general public, who now includes a substantial number of people who behave like nothing better than a bunch of animals.

Well said. Maybe the human race is de-evolving

 

[Micca]

Disney or not, these are not cheap hotels. You should be getting top quality for your dollars at rates such as these.

 

[bicker]

Keep in mind that a great portion of your hotel room rate is a premium associated with the location of these hotels. Folks differ about how much of the rate is attributable to this premium, but I believe that it is about 35% -- so a Disney hotel should be roughly comparable to a hotel here in Burlington (for example) that runs about 35% less per night. Taking that into account, Disney's hotels aren't especially expensive, so you shouldn't expect "top quality" any more so than any other hotels you stay in.

 

[Ladyhawke10]

Sorry that happened to you! I'd be irritated, too, if I went to concierge on three occasions for something safety-related to be fixed and my requests were forgotten. Bummer for such a lovely resort

I stayed there a year ago and the only problem we had was the cold, cold weather outside that caused us to miss out on using that luscious pool. My son and I LOVED the eating options--Kona Cafe and especially Ohana's blew us away. I still prefer the GF on the basis of decor (the Victorian theme just dazzles me) but the Poly was fun for a change. I hope you write guest services and they give you a chance to come back and make it up to you

 

[VAgal76]

I just stayed here in July. Some of our issues have already been sent to management for them to deal with. Yes, we had a housekeeping issue. Yes, the rooms didn't turn out as I thought they would. I felt that the new rooms at CR were far better than these. They were my least favorite and I'd really expected for it top the chart. All the decorations just didn't quite add up. Of course, the headboards hadn't been installed at the time we stay either. It wouldn't have helped the other things we saw. I've decided this must not be the resort for me. I love dining there and will continue to do so.

There are people that have long since loved this place and continue to be estatic about the new rooms. There's nothing wrong with loving or hating it. However, I strongly feel service issues need to be dealt with no matter what.