Bad Day At The Poly

[jhaig]

Guess they ran out of pixie dust to sprinkle around

 

[xjay]

Glad to hear they have standard rooms with their deals. Do you remember what they offered you? Trying to decide between WL and Poly for Mid January but have no idea what it would run through them. We usually have AP discounts but not this time.

I'll PM you because I don't know if it's allowed to post that on here lol

 

[kaytieeldr]

i really figured once i was onsite 'front desk' on the phone would connect me to, um, the actual front desk.

Nope. It's very much more efficient to have the Front Desk CMs work with customers face-to-face and have a call center handle all resort calls. From the guest's perspective, your interaction isn't being constantly interrupted by phone calls. On the business side, it makes more sense than having two dozen teams of people all doing the same work at different sites.

 

[grecorj]

the second time i spoke to someone she was a total b*tch about it. her party line was that because i booked through expedia i deserved what i got and there was nothing that disney could do for me

Um, I don't believe that. Sorry. Maybe a variation of that, but the CM said the words "you derverved what you got"? I don't think so. I know you were upset -- and had every right to be -- but come on.

 

[bumbershoot]

i really figured once i was onsite 'front desk' on the phone would connect me to, um, the actual front desk.

Alas, no. That is why SO many of us state it constantly in threads, in hopes that people with future trips and potential troubles will read it and remember it and use the info.

Wow, I cannot believe someone would be so rude as to leave that there and not clean it up.

If you or your child was THAT sick, the last thing you *could* do would be to stop and clean it up.

Or perhaps it just happened and they were getting ready to come back to clean it. Or they had called Housekeeping. Or...they had called the "front desk"... We really cannot assume that the person who did it was in a position to clean it up immediately.

I remember once DS throwing up at the grocery store. He was sick and only wanted me. I was tired (he only wanted me, remember) and couldn't think of what we needed to write it down for DH. So we all went. In the dairy aisle DS let loose all over the floor and my back (I was holding him). DH ran to find someone, the someone came and said they would clean it up. DS really needed attention at that point and was crying, and I had to take him to the bathroom... If by chance I had been alone, I would have been leaving it behind, unattended, for anyone to think I was a jerk. They wouldn't know that the employees were already on the job. So I have empathy for the family of the person that did that.

Um, I don't believe that. Sorry. Maybe a variation of that, but the CM said the words "you derverved what you got"? I don't think so. I know you were upset -- and had every right to be -- but come on.

They were talking to a call center employee making very little, who probably doesn't live in FL, and might never get to WDW, let alone to the Poly...and you REALLY think there's no chance at all they said that? I'm very happy for you that you've never gotten a disgruntled call center employee on the phone with you.

 

[BellsFam]

I keep hearing the word discount in your posts and I'm sorry about the vomit, that's not a Poly thing that happens anywhere. The rude call center lady, I got the same speel because I booked through Orbitz and there is nothing she can do to help you. I found most people here know not to call the "front desk" from their rooms...

Last the cherry picker thing, you picked the Poly knowing there was construction and you want a discount now because of the construction? I guess I'm insensitive to your issues but I don't agree that you deserve to be compensated... I feel like right now at the Poly that's the least of what could have happened...

 

[>Ash<]

yeah front desk all the way! the call centre agents arent that good IMHO

but the front desk are more helping the vomit is disgusting, how many cast members must have passed that door and saw this without doing somthing about it?

in regards to the Poly - the resort is under renervation and thats the reason i wont stay at a resort that is having refurbs as your not going to get the same views or experiences as normal. just my opinion.

 

[>Ash<]

Last the cherry picker thing, you picked the Poly knowing there was construction and you want a discount now because of the construction? I guess I'm insensitive to your issues but I don't agree that you deserve to be compensated... I feel like right now at the Poly that's the least of what could have happened...

This!

 

[kiki02]

What is up with all the rudeness from CM? Obviously this is now tolerated by management. ?

 

[Kaimo]

Glad the Poly righted their mistakes! Stuff like this can happen anywhere! And while it unfortunate that the clean-up was not executed well, it's great that they compensated you and it covered so much!

Not really seeing how this is a Polly mistake? Disgusting? Yes. But mistake? No. Who ever the CM was that answered at the call center certainly appeared to not have been very good but I think I also would have gone directly to the front desk. While nice that they comp'ed something I don't think I would have asked for, or expected anything. Cherry picker? They are going through a major rehab and this has to be expected.

 

[cakebaker]

Cherry picker outside your room- they offered a move and I believe they've made guests aware of construction issues so I see nothing they did wrong.

The ummmm...housekeeping issue? I don't care who you called, being rude is unacceptable, however I have my doubts the conversation you relayed was verbatim.

The delay in getting that kind of mess cleaned up- it's a biohazard seriously, is inexcusable and deserved compensation. Sorry you had to deal with that, but I would've been so grossed out I would've demanded to be moved immediately and to an equal or better room!

 

[robinb]

Cherry picker outside your room- they offered a move and I believe they've made guests aware of construction issues so I see nothing they did wrong.

The ummmm...housekeeping issue? I don't care who you called, being rude is unacceptable, however I have my doubts the conversation you relayed was verbatim.

The delay in getting that kind of mess cleaned up- it's a biohazard seriously, is inexcusable and deserved compensation. Sorry you had to deal with that, but I would've been so grossed out I would've demanded to be moved immediately and to an equal or better room!

I had originally thought that maybe the OP did not "deserve" compensation as each little thing , but in her case it was the combination of all thing things that happened to her culminating with the delay. OP, I hope you're enjoying your last day!

 

[cakebaker]

I had originally thought that maybe the OP did not "deserve" compensation as each little thing , but in her case it was the combination of all thing things that happened to her culminating with the delay. OP, I hope you're enjoying your last day!

This is true- one should only have to deal with so many things, however small before they need to compensate.
Hopefully things will go smoothly from here on out!

 

[greeneave]

"her party line" implies that i'm paraphrasing.

if you really want to know exactly what she said- she told me: "look, you booked through expedia and then you requested a balcony roomi n fiji, which we gave to you. we can't give you any discount. this is the room you asked for." so, her party line was that because i booked through a consolidator i shouldn't complain, because i didn't pay disney rates. i then told her, "well, i didn't ask for there to be a cherry picker outside my balcony every day of my stay or for someone to throw up all over my door. is there really nothing you can do? no discount or anything else?" and she said, "no. nothing."

anyway, as mentioned- my husband called after i did and got a different cast member, who comped us a night. after that, i went down to the front desk and the cast member said the discount had been applied already.

i wasn't even expecting a huge compensation- was certainly not angling to get a full night taken off our bill but it never hurts to ask if there's anything the resort can do for you. at most i figured they'd take $50 off our bill.

i just find it funny that folks here are pressed over the fact that i finally got fed up after balcony level cherry pickers (they could have at the very least lowered the arm down for the night so we wouldn't have to stare at it), vomit all over my door (and no, house keeping had not been informed of the accident until i called) and a super rude cast member who basically told me that my having booked through expedia made me less of a guest.

and like i said in my original post- i would stay at the poly again, anyway.

Um, I don't believe that. Sorry. Maybe a variation of that, but the CM said the words "you derverved what you got"? I don't think so. I know you were upset -- and had every right to be -- but come on.

 

[greeneave]

wow, reading is fundamental and apparently a lot of folks here don't use their comprehension skills-

i didn't ask for a discount when i went down to the front desk on our second morning to inquire about the cherry picker situation- i asked to be moved. i was offered another room on the second floor of a long house completely across the grounds, so i said we'd just stick with the cherry picker room.

the thing i do find unacceptable is them leaving the arm up and pointed directly at our balcony after they stopped work yesterday (as shown in my op). that was the only time they did that (the other days they angled the machines away from our room) and it was pretty lame to have to stare at an empty cherry picker, as opposed to the beach. but again, i wouldn't expect a room discount because of it.

 

[lala5176]

Really? I think if you (or your child) *that* sick the last thing you're thinking of is cleaning things up. That being said, I would have called housekeeping if I was the puker.

Wrong....I absolutely would have made sure myself or someone cleaned it up. It was on their door!!! Not some random place on the floor in the hallway! I would have gotten my child help and went back.... assuming it was a child, to clean it up.

 

[Jadyreen1282]

That's just crazy horrible. How'd the mouse keepers know you booked through Expedia?

 

[vinotinto]

I think that response from the Call Center is inexcusable. If Disney has the "Front Desk" call button on the phone go to a Call Center, then the Call Center should be able to help as if you are calling the front desk. It's never good customer service to be like (paraphrasing): "it's your own fault for requesting that room/building." Their job is to problem-solve how to make it right, and yes, that may involve finding if another room without a cherry-picker in front is available (which it sounds like they eventually did), or if the cherry picket can be moved/lower at certain times so the guest is not staring at it the whole time, or having a manager call and discuss with the guest. And due to the poor response from the Call Center, now the Poly has to fix two situations: the cherry picker *and* the rude response from the Call Center. OP, I hope you mentioned the poor response when you spoke with the Front Desk.

 

[mi*vida*loca]

Wrong....I absolutely would have made sure myself or someone cleaned it up. It was on their door!!! Not some random place on the floor in the hallway! I would have gotten my child help and went back.... assuming it was a child, to clean it up.

Exactly. My children have thrown up at home on the carpet or sofas and I clean it up immediately. Also my car. Again gets cleaned immediately. Vomit stinks and leaves stains. There's been an instance or two where it's happened in public. In Drs office and once in a grocery store. I would never just leave it there. I get someone and even try to help them or try cleaning if myself right away.

 

[greeneave]

and of course the reason i requested a fiji balcony room (via my disney experience) was because i'd been told that there was no work planned to be done on fiji.

i made the request at least a month prior to my trip, so obviously rehab projects got added on after my request got filed, which is fine but i really didn't appreciate the 'tude from the call center.

and the reason i didn't run down to complain in person about the vomit was because, well- there was vomit all up and down the door and on the floor, so it was less drama to call. and absolutely- each time i went down (first about the cherry picker and then last night about the vomit) i showed the cast member photos. and i was very polite and actually apologetic both times, because i'm sure cm's spend all day fielding inquiries from disgruntled guests.

here are photos of the view outside my room right now (saturday at 9:53am):

again, not a vacation deal breaker- but there are easy ways to fix this (angle the arms down and away from the room, for instance).

(we're packing up the room now and i'm overseeing my son's deflating of our gigantic inner tubes, which is why i have so much time to respond to posts on the thread. next stop is four days at universal.)

I think that response from the Call Center is inexcusable. If Disney has the "Front Desk" call button on the phone go to a Call Center, then the Call Center should be able to help as if you are calling the front desk. It's never good customer service to be like (paraphrasing): "it's your own fault for requesting that room/building." Their job is to problem-solve how to make it right, and yes, that may involve finding if another room without a cherry-picker in front is available (which it sounds like they eventually did), or if the cherry picket can be moved/lower at certain times so the guest is not staring at it the whole time, or having a manager call and discuss with the guest. And due to the poor response from the Call Center, now the Poly has to fix two situations: the cherry picker *and* the rude response from the Call Center. OP, I hope you mentioned the poor response when you spoke with the Front Desk.