Bad Day At The Poly

[larryz]

so today (friday), we were out for a good part of the day, and things were fine on the few occasions we went back to the room. but when we got back to the room at 6pm we found this:

and this:

yep- someone projectile vomited all over our door and floor.

The bad news -- that looks like it might have been breakfast.

The worse news -- that means it was there all stinking day!!

How could housekeeping have missed that??? Were they going to wait until you called in to complain???

 

[maxiesmom]

I'm sorry, but you have lost the right to complain about your room when you declined to move when it was offered. The vomit and attitude were unacceptable, but you chose to stay in that room with that view. You accepted the view for what it was, there is no reason to keep complaining about it.

 

[kaytieeldr]

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?

You will have to ask Disney that. Given that the call center solution has been used for at least ten years, it's clear the business finds this the best way to field calls.
With 800-2,800+ rooms per resort, "a couple" of CMs per resort would be overwhelmed. Clearly those people you see 'standing around' already have responsibilities, duties, purposes. No company hires anyone to just stand around.

 

[kaytieeldr]

The bad news -- that looks like it might have been breakfast.

The worse news -- that means it was there all stinking day!!

How could housekeeping have missed that??? Were they going to wait until you called in to complain???

No. The OP stated they returned to the room several times that day. It was only upon the evening return that their door was "adorned". It wasn't there all day, or else the OP is mistaken about having gone to the room several times.

 

[greeneave]

I DIDN'T COMPLAIN ABOUT THE ROOM AFTER I MOVED!!!!!!!!!!!

i complained here and posted pictures, but i never went down to guest services and complained again.

the f'ing vomit ALL OVER MY DOOR AND FLOOR was the final straw- there were mousekeeping and other cm's up and down that hall all day long and i find it hard to believe no one saw it before i called.

that's the point when i asked what they could do to compensate me.

and i'm SORRY, but there's no excuse for having a grip of cherry pickers sitting outside a balcony with the cages up after work hours and all day on a saturday. i'm certainly within my rights if i feel like posting the photos to a message board that caters to folks looking for info on disney properties.

HAVE A GREAT DAY!

I'm sorry, but you have lost the right to complain about your room when you declined to move when it was offered. The vomit and attitude were unacceptable, but you chose to stay in that room with that view. You accepted the view for what it was,there is no reason to keep complaining about it.

 

[Disneylover99]

I DIDN'T COMPLAIN ABOUT THE ROOM AFTER I MOVED!!!!!!!!!!!

i complained here and posted pictures, but i never went down to guest services and complained again.

the f'ing vomit ALL OVER MY DOOR AND FLOOR was the final straw- there were mousekeeping and other cm's up and down that hall all day long and i find it hard to believe no one saw it before i called.

that's the point when i asked what they could do to compensate me.

and i'm SORRY, but there's no excuse for having a grip of cherry pickers sitting outside a balcony with the cages up after work hours and all day on a saturday. i'm certainly within my rights if i feel like posting the photos to a message board that caters to folks looking for info on disney properties.

HAVE A GREAT DAY!

Don't worry op. Most of us get it.

 

[maxiesmom]

I guess I don't understand why you would expect to be compensated for another guest throwing up on your door. Disgusting as it is, it isn't the fault of the hotel.

Don't worry op. Most of us get it.

I don't. They were offered a change of room to fix the view of the cherry picker. They declined. So, to me, the fact that the OP had to look at it some more was their choice. Disney offered to fix the issue, they declined to have it fixed.

The vomit, while disgusting, is not a fault of the resort. And the resort gave them almost a full night's credit, that is going above and beyond.

I'm not saying what happened to you didn't suck, because it did. However Disney offered to make the view problem right. You refused their offer. Vomit on your door would suck no matter what resort you were at. That, there is no denying.

 

[Disneylover99]

You will have to ask Disney that. Given that the call center solution has been used for at least ten years, it's clear the business finds this the best way to field calls.

It's clear? Or maybe DW just hasn't gotten around to changing it back.

I bet Disney spends a lot more compensating guests these days because these phone calls that guests make from their rooms lead to more frustration because nothing gets resolved. By the time a guest treks down to the front desk, they could be irate at the runaround they've received over the phone. I would imagine, this leads to having to compensate the guests more often, when a quick phone call to the right person at the front desk could have saved the resort some money.

 

[maxiesmom]

It's clear? Or maybe DW just hasn't gotten around to changing it back.

I bet Disney spends a lot more compensating guests these days because these phone calls that guests make from their rooms lead to more frustration because nothing gets resolved. By the time a guest treks down to the front desk, they could be irate at the runaround they've received over the phone. I would imagine, this leads to having to compensate the guests more often, when a quick phone call to the right person at the front desk could have saved the resort some money.

If it would save them money to have CMs up front man the phones, they would do it. We all know Disney likes to keep their money.

 

[Disneylover99]

With 800-2,800+ rooms per resort, "a couple" of CMs per resort would be overwhelmed. Clearly those people you see 'standing around' already have responsibilities, duties, purposes. No company hires anyone to just stand around.

It's not clear to me. Especially when you are in huge check in lines and there are only 3 or 4 cm's checking people in, and empty spots where cm's could be checking people in, but instead they are standing about.

 

[greeneave]

after i got that meanie call center cm i asked my husband to call and see what they could do and he was the one who got the cm on the phone who refunded us a full night- the credit was immediately posted to our account. that part of the whole series of events was most definitely magical.

It's clear? Or maybe DW just hasn't gotten around to changing it back.

I bet Disney spends a lot more compensating guests these days because these phone calls that guests make from their rooms lead to more frustration because nothing gets resolved. By the time a guest treks down to the front desk, they could be irate at the runaround they've received over the phone. I would imagine, this leads to having to compensate the guests more often, when a quick phone call to the right person at the front desk could have saved the resort some money.

 

[Disneylover99]

I guess I don't understand why you would expect to be compensated for another guest throwing up on your door. Disgusting as it is, it isn't the fault of the hotel.



I don't. They were offered a change of room to fix the view of the cherry picker. They declined. So, to me, the fact that the OP had to look at it some more was their choice. Disney offered to fix the issue, they declined to have it fixed.

The vomit, while disgusting, is not a fault of the resort. And the resort gave them almost a full night's credit, that is going above and beyond.

I'm not saying what happened to you didn't suck, because it did. However Disney offered to make the view problem right. You refused their offer. Vomit on your door would suck no matter what resort you were at. That, there is no denying.

You seem to be focussed on the cherry picker view which the op did not ask for or expect compensation for. She waited on the phone to report the vomit, spoke to a rude person and asked her husband to try and talk to someone. Of course the vomit is not the hotel's fault. It's the way that it was handled on the phone that is the hotel's fault.

 

[Jenny Sanders]

OMG!! That is sooooo disgusting! I would have been extremely pissed off if that was the door to my room. And, how about the person who did it? Honestly, they should have been the ones to immediately go to guest services with your room number and an explanation of what they were in for...

 

[maxiesmom]

You seem to be focussed on the cherry picker view which the op did not ask for or expect compensation for. She waited on the phone to report the vomit, spoke to a rude person and asked her husband to try and talk to someone. Of course the vomit is not the hotel's fault. It's the way that it was handled on the phone that is the hotel's fault.

No, that is not the resort's fault either. If anyone is to blame it would be Disney at large, as the resort doesn't control the call center. So I guess at best you can say the OP cut out the middle man when making their complaint.

 

[maxiesmom]

OMG!! That is sooooo disgusting! I would have been extremely pissed off if that was the door to my room. And, how about the person who did it? Honestly, they should have been the ones to immediately go to guest services with your room number and an explanation of what they were in for...

I would hope so too. But none of us know, it could be that the sick person was on a solo trip, and too unwell to call down and report the problem. Just trying to give them the benefit of the doubt. I can't imagine seeing a child or another adult throw up on a door and not reporting it asap! But then, I can't imagine who doesn't flush in public restrooms and we know that happens too.

 

[Disneylover99]

No, that is not the resort's fault either. If anyone is to blame it would be Disney at large, as the resort doesn't control the call center. So I guess at best you can say the OP cut out the middle man when making their complaint.

You can call it Disney's fault if you like. But that certainly doesn't make it the OP's fault. And that is how you are coming across.

 

[maxiesmom]

You can call it Disney's fault if you like. But that certainly doesn't make it the OP's fault. And that is how you are coming across.

I don't see that at all. I have not once blamed the OP. Well, for the repeated viewing of the cherry picker, yes. But from the get go I have stated the vomit was gross. Not the OP's fault, but not the fault of the resort either.

 

[Disneylover99]

I don't see that at all. I have not once blamed the OP. Well, for the repeated viewing of the cherry picker, yes. But from the get go I have stated the vomit was gross. Not the OP's fault, but not the fault of the resort either.

So even though she got the runaround on the phone, was spoken to rudely and had some difficulty getting this taken care of in a timely fashion, that's okay? And she doesn't deserve some type of compensation?

 

[kaytieeldr]

It's clear? Or maybe DW just hasn't gotten around to changing it back.

At least ten years because that's when I had a conversation about it with one of these CMs. I wouldn't dare to guess how much longer this process has been used, but there's zero indication that WDW needs or intends to change anything "back".

It's not clear to me. Especially when you are in huge check in lines and there are only 3 or 4 cm's checking people in, and empty spots where cm's could be checking people in, but instead they are standing about.

Issues with job assignments and staffing would probably be most effectively addressed with resort management in person, or Human Resources, or as a stockholder.

You seem to be focussed on the cherry picker view which the op did not ask for or expect compensation for. She waited on the phone to report the vomit, spoke to a rude person and asked her husband to try and talk to someone. Of course the vomit is not the hotel's fault. It's the way that it was handled on the phone that is the hotel's fault.

She didn't wait on the phone to report the vomit. She called Housekeeping, and there's nothing in any post to indicate there was a wait. Any delay - also not stated - appears to be only as long as it took the CM to get supplies and travel to the room.

The delay was a seven minute hold calling the "Front Desk" for compensating; it's not clear if that was an automated hold, or if someone answered the call and put her on hold. She hung up and called back, and (immediately?) reached a CM whose response she interpreted as deserving that situation for booking through an online agency. The later iteration of the actual statement doesn't appear to support this. I've tried reading the actual statement in a variety of voices and can't come up with a tone that seems to interpret the actual words as being what the OP deserved.

So even though she got the runaround on the phone, was spoken to rudely and had some difficulty getting this taken care of in a timely fashion, that's okay? And she doesn't deserve some type of compensation?

.
Still not seeing any runaround
Day one: not happy with existence of cherrypicker.
Day two: discuss view with Front Desk in person, opt not to change rooms
Day three: no issues
Day four: call Housekeeping to resolve door vomit issue, Housekeeping appears to have reacted immediately (no runaround)
call 'Front Desk', get put on hold
hang up, call 'Front Desk', speak with (unsympathetic?) CM (immediately?)
have husband call after getting unsatisfactory results.
Not seeing any runaround

 

[Disneylover99]

Still not seeing any runaround
Day one: not happy with existence of cherrypicker.
Day two: discuss view with Front Desk in person, opt not to change rooms
Day three: no issues
Day four: call Housekeeping to resolve door vomit issue, Housekeeping appears to have reacted immediately (no runaround)
call 'Front Desk', get put on hold
hang up, call 'Front Desk', speak with (unsympathetic?) CM (immediately?)
have husband call after getting unsatisfactory results.
Not seeing any runaround

I see phoning the front desk, waiting on hold, hanging up, calling back, and speaking to a rude person who upsets you, and then asking your husband to call, the runaround. Yes, she called housekeeping to clean it. Maybe she was calling the front desk after she called housekeeping just to report it. Was it just for compensation? I don't know. Regardless, it's a moot point now. She had a bad experience and she was compensated and I'm glad she was. My biggest beef is rudeness on the phone.