Bad Day At The Poly

[limabeanmom2003]

Wow! I'm glad that this experience hasn't ruined the Poly for you.

 

[kaytieeldr]

"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.

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.

The Call Center can't give guests a discount, and they're not supposed to let guests know they're not at your resort. But the verbatim quote is very different from what was stated in the original post.

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.

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.

Keeping the arm up in the position it'll be used the next day is more efficient. It's also safer, reducing or eliminating the chanceof guests playing or climbing on it, or tripping over it. And lowering it would have probably interfered with more guests' views, increasing complaints. But rereading the abocv quote - this happened one single night? Stuff happens.disappointjng, sure. Worth a call? Nope.

 

[HappyMomma]

We stayed a couple weeks ago and the REAL front desk was rude and inappropriate at check in and a couple other times during our stay. We were not happy. We also had a cherry picker painting outside our window, but that didn't bother us. The rudeness of the Poly staff and the fact that the room we checked in to was dirty was NOT making us feel magical at all. Sorry you had a bad experience.

 

[greeneave]

The Call Center can't give guests a discount, and they're not supposed to let guests know they're not at your resort. But the verbatim quote is very different from what was stated in the original post.







Keeping the arm up in the position it'll be used the next day is more efficient. It's also safer, reducing or eliminating the chanceof guests playing or climbing on it, or tripping over it. And lowering it would have probably interfered with more guests' views, increasing complaints. But rereading the abocv quote - this happened one single night? Stuff happens.disappointjng, sure. Worth a call? Nope.

you're super combative.

have a great day.

 

[greeneave]

We stayed a couple weeks ago and the REAL front desk was rude and inappropriate at check in and a couple other times during our stay. We were not happy. We also had a cherry picker painting outside our window, but that didn't bother us. The rudeness of the Poly staff and the fact that the room we checked in to was dirty was NOT making us feel magical at all. Sorry you had a bad experience.

yeah, housekeeping never bothered to clean our bathtub our entire stay (we could tell by the hairs and wet washcloths) but we didn't bother calling mousekeeping about it.

 

[ArwenMarie]

I can't help wondering why you were repeatedly calling the front desk instead of housekeeping. They are the ones who take care of those kinds of things.

There is no reason not to call the Front Desk for anything in a hotel that claims to be full-service and "deluxe" for that matter. They can certainly delegate the task to whoever they deem appropriate, but it is not the customer's responsibility to know which button to press.

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.

It doesn't matter. If they want to route calls to the moon, that's their business, but when I call the Front Desk I expect someone who can help me or at least direct my call to the person who can. Why would a customer care about Disney's efficiencies?

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.

Agree.

 

[HappyMomma]

yeah, housekeeping never bothered to clean our bathtub our entire stay (we could tell by the hairs and wet washcloths) but we didn't bother calling mousekeeping about it.

Ours was at check in!! It was someone else's garbage on the floor and stuck to the couch and someone elses socks in the drawer. I should have backed it right up then but was hiding it from my husband because he was already angry about several other things about our check in. He found the socks though. We complained to the CMs at the desk. Nothing. It took asking the Grand Floridian to take us to get a manager there to try to make amends. At that point our vacation was almost over. I wish we'd gone to management sooner. But I wasn't even thinking straight trying to calm my husband down. See, I am the Poly lover. He'd rather not stay there so I was trying to down play and shrug everything off. It just kept piling up until even I didn't want to stay there anymore. And it takes a lot, believe me. I'd post every detail of our stay but a Poly purist would just tell me I was making a big deal out of a lot of nothing and "things happen" and I truly don't want to be pissed off any more than I already am about our stay.

 

[Sue M]

ugh, i was still buzzing off my 3 trader sams rum drinks (i wanted to bring some mugs home for my sister) so i totally didn't think to write her name down.

however, i did call housekeeping and tell them that the woman they sent up did an excellent job- she was really the one who got the short end of the stick.

I want the MaiTai mug

 

[L&Lfan]

Guess they ran out of pixie dust to sprinkle around

They probably poured it on the vomit.

 

[freediverdude]

I understand. Sometimes some things happen and it kind of ruins the trip. I've had that happen too. I hope it won't ruin your opinion of the hotel or coming back. Usually I'll do a second or third stay to decide if issues are the norm or ongoing before I decide to stay away.

 

[greeneave]

I want the MaiTai mug

that's the one i got for myself. it's gorgeous!

 

[PetePanMan]

If I'm not mistaken that looks like tonga toast

 

[kaytieeldr]

It doesn't matter. If they want to route calls to the moon, that's their business, but when I call the Front Desk I expect someone who can help me or at least direct my call to the person who can. Why would a customer care about Disney's efficiencies?

The guest standing at the front desk waiting to be checked in while their CM repeatedly answers incoming calls cares very much about how inefficiently their check-in is being processed.

 

[Disneylover99]

If I'm not mistaken that looks like tonga toast

I thought it was a Dole Whip.

 

[PetePanMan]

I thought it was a Dole Whip.

upon further reflection, you might be right. My wife thinks it is likely linked to one of the trader sam drinks. Perhaps, all of the above?

 

[Disneylover99]

upon further reflection, you might be right. My wife thinks it is likely linked to one of the trader sam drinks. Perhaps, all of the above?

Hmmm, yes. Tonga Toast, a Dole Whip and a drink at Sam's might just put me over the edge as well.

 

[greeneave]

lol, i was child-free for so long that when i saw puke all over my door my first thought was, "ugh, drunk-azz college students!"

then i remembered where i was and figured it was more likely rug rat puke. thank god my stepson is past that phase.

If I'm not mistaken that looks like tonga toast

 

[DisneyWorldbuff]

So sorry this happened to you OP. Definitely not a magical experience. Hope the rest of your trip was fun.

 

[Disneylover99]

The guest standing at the front desk waiting to be checked in while their CM repeatedly answers incoming calls cares very much about how inefficiently their check-in is being processed.

Well the front line workers servicing the customers shouldn't have to field those calls.

But how hard would it be to have a couple of phone lines set up at the front desk for guests who are actually staying at the resort with questions/problems and a couple of cm's to man them? Every DW resort I've ever stayed at seem to have multiple cm's standing around behind the front desk. I never really know what their purpose is. But maybe they could answer the phone?

 

[DisneyWisher]

Double check your acct which card was credited unless they applied it to your room credit we stayed ASMo. DD29 went into her bathrom and tub was covered in hair (someone mustve shaved back, chest or beard...a ton of hair) she went to front desk, was right away told she'd get a $70 credit half cost of room. She didn't room charge and I paid for her room (she pays me when bill comes in) well there was no credit. She called couple weeks later and they claimed they were unable to refund my amex so they refunded a different card. Turns out it was her ex husbands card that they used there over a year and half ago. My daughter questioned why they'd use a past card without confirming with her first (at first she thought it was a prepaid card she'd won at work that she used last year.) Disney stores CC info. Well ex wont give her back the money but Disney finally agreed to credit my amex. They tried charging his card the money but it was declined.

Btw they didnt do good job with hair, daughter has phobia about other peoples hair so I cleaned it I had supplies in my car. They claimed they couldn't switch her to a new room because they were full.