Bad experience at PoP

[TnKrBeLlA012]

Just looking for some feed back on my situation. I posted what happened when I came back from our May trip. I will briefly retell it. I planned a 5 day trip with my teenage daughter and my 2yr old. My sister was also going with her husband and 2yr old. We planned to stay at the Pop since it was newer. (We have been coming every year to Disney since 1974) The minute we arrived at the Pop it was nothing but alot of inexperienced workers. Checkin was a nightmare. It took 45minutes because the girl was new and kept giving us rooms that were already taken. My sister ordered a crib from an offsight company,when she called to have it sent up to her room they said they did not have it. Two hours later they found they had delivered it to another guest. I requested a nonsmoking room,I got a smoking one. The ozone machine did nothing. I asked to be close to my sister, I was in the 50's she was in the 70's. These may seem like small problems but on an expensive Disney vacation they were not. The main problem we had was ever night the people next to me would leave their latch open to keep the door from closing. This would cause a loud banging noise. In the early part of the evening I did not care. At midnight this was a problem. When I called the front desk they said they would send security up to tell them to be quite. They never came. The last night of our stay teenagers were running up and down the hallway in front of the rooms banging on doors and screaming. My brother-in-law came out and said knock it off. The teenagers older brother came out and asked my brother-in-law if he had a problem. He looked like he wanted to fight. My sister was scared and called security. They never came up! The next morning I was checking out and told the manager off these situations in which security was called and never came. His answer to me was they would use this situation as a learning device. Not an answer an angry guest cares to hear!! I wrote Disney to hear what they thought of the Pop's poor security issues. They called me back two months later. They never said we are so sorry on what happened to you ,please come back for a couple of nights so we can assure you this was an isolated incident. This did not happen. All they said was they would speak to the people involved and see this does not happen again. I asked shouldn't they have already talked to them? Sorry this is so long I wanted to see what people thought of this and of the Pop. One last thing, the manager who gave that stupid response at checkout, The gril on the phone said what he probably meant was he was so sorry about this,and this should have not happened. He never said that,and I told her don't make excuses for poor managment skills! I will say this,I will never stay at the Pop. I will pay extra and stay at a moderate or deluxe.

 

[skiwee1]

Sorry you had a bad time but what do you want? Most of the things you wanted were simply requests so non smoking and special buildings are not guaranteed. I do think they should have done some about the door banging but I don't see what you should get in return for some noise. Personally I wouldn't stay in a value hotel. I am a believer in getting what you pay for. I would chalk it up to bad luck and simply avoid that resort again.

 

[chatty]

TinkerBella012
My Michigan neighbor I am So Sorry to hear that this happened to you. We have heard other stories very close to yours. I myself stay away from the Values for this reason. However there are many who have had Great times in the Value.. I would have thought that security would had been of help but no magic there.. I say re-write Disney, and if they re-ply the same write again until they take your complaint seriously!! But don't let this Stop you from enjoying WDW because there are always bad apples no matter where you Vacation. And DON't let this stop you from going back because the next trip may be filled with Extra Magic..
Take Care..
Chatty..(Nadine)

 

[grover]

Did you ask them for a couple of free nights when you sent your first letter? If so I would follow up on that, if not then it is not to be assumed they would give this. Most times you need to be asked to be compensated.
I think that poor management and new people can happen at any where at any resort-it is just luck of the draw. Everyone has to start somewhere-we were all "the new girl" at some point in our jobs/careers- I personally try not to forget that.
As for the security-they should have of came and if it was me and I was truely scared I certainly would have been on the phone with them until they arrived at my door-the squeeky wheel gets the grease!!
Sorry to hear you had a bumbling of errors-the crib and the security. The other stuff isn't really garunteed though-and wouldn't be at any resort. Unfortunately even people with money can be rude and ignorant and have children who run around even at the pricer resorts-so I don't think this would be confined to POP.
Personallly I feel slighted that people who stay at deluxes think they are treated better- I have stayed at both and have been treated excellently by the cm's at all properties.
I hope you get your results-free nights when you write them back-let us know how that works out.
Grover in Winnipeg

 

[TDC Nala]

The main problem we had was ever night the people next to me would leave their latch open to keep the door from closing. This would cause a loud banging noise. In the early part of the evening I did not care. At midnight this was a problem.

Please folks. DON'T DO THIS. I know it's convenient to let the kids run in and out but wow, is it ever annoying if you're the one in the room next door. WHAM. WHAM. WHAM.WHAM. WHAM.

I had neighbors doing this at Pop Century as well.
Finally one of the kids locked his or her sibling out and there was pounding and screaming, too.

 

[SonicLogic]

Originally posted by skiwee1
Sorry you had a bad time but what do you want? Most of the things you wanted were simply requests so non smoking and special buildings are not guaranteed.

That's odd. I have a reservation for POP and it states "GUARANTEED NON-SMOKING".

 

[emmabelle]

It's funny but the kids running up and down the halls can happen anywhere. We were recently in a 4* hotel in San Diego and kids were doing this at 10:00pm, not so late, but if you're an early to bed type of person, it can be very annoying. I blame the parents for being rude, kids are kids. When my family goes out to breakfast at 7:30am, we tiptoe down the hallways. I don't understand why other guests can't have a clue.

 

[lyncruiser]

TnkrBel -- I think you had an absolutely appalling experience at Pop Century and, in my opinion, there is no excuse for what you suffered. You should certainly press Disney for some reasonable compensation. People on this board seem to suggest that it was your fault -- e.g., the things you wanted were requests, not guarantees. Okay, but at some point it was just pure incompentence and if the staff is too inexperienced, Disney needs to fix it. They're making billions annually. They can solve the problems of incompentence and inexperience if they want to. This was not just bad luck.

Or, some say it was the parents' fault for not controlling their children. Good grief, when you asked the kids to stop it, the brother-in-law came out and nearly threatened you. That, to me, would have been very frightening. For heaven sakes, in some states (and Florida may be one) a jerk like that can carry a gun. Utah is my home state and anyone there can carry a loaded gun at any time. They've even done away with the requirement for a carry permit in some cases.

In any event, I would have called security just like you did. And, when they didn't show up, I would have called the police. I hear it's difficult for the police to intervene on Disney property due to Disney's overwhelming economic and political influence in Central Florida. Nonetheless, I would have called the police and then let the front desk of the hotel know I've done so and that I'm more than happy to call the local media if they don't let the police answer the call.

I'm so sorry that this happened to you and so sorry you seem to be getting some flack from posters on this board.

Disney owes a duty of care to its hotel guests. They breached this duty of care by letting kids run up and down the hall making noise and then refusing/failing to send security to assist you when it appeared that you could be in danger. Note you don't have to actually be in danger -- fear of an assault is sufficient for you to demand security and protection.

Far from not having any magic, you were not extended even the bare minimum owed to you by a hotelier.

 

[Beca]

Not to trash the Pop, or any value resort...but, I have read the walls are REALLY thin in those hotels. That you can hear neighbors coughing or sneezing...that fact alone has kept me from trying them out (plus, I am a little "spoiled" when I go to WDW...I like deluxes...esp. the cabins at FW where you have NO neighbors).



Beca

 

[grover]

Originally posted by lyncruiser People on this board seem to suggest that it was your fault -- e.g., the things you wanted were requests, not guarantees.


I'm so sorry that this happened to you and so sorry you seem to be getting some flack from posters on this board.
[/B]

I am not sure if the "giving flack" was a reference to my post or not.
The OP asked for FEEDBACK on the situation...hence I thought my opinion could be given-an invitation of sorts- I suppose if they were only looking for people to agree with every point they made they would not have asked for feedback. I was just going thru everything realistically point by point. Some things that happened were flat out wrong-others can't be helped.

That said-I did not insinuate that it was the fault of the OP for what happened. I personallly will call em as I see em-if I meant this I would have said it. As I noted the security was a issue and as it was serious-security should have attended-and they failed to do so-I personally would have made more than one call to ensure my safety. Disney dropped the ball on this one.

The OP should have been treated better by management in regards to when they spoke with her about the situation.
That alone would be enough to drive someone around the bend-I think the people skills problem is a big issue and the OP noted that.

Things like a room location/new staff/inexperienced staff are things that will happen no matter where you go. I had always been told that non-smoking could be requested not garunteed-apparently that is not the case. But you can't help room location-right????????

Anyways...a few people here seem to think that by staying at a Deluxe you will be shielded from all things that go wrong and treated much better...and that you are in a sense just asking for it if you stay at a value....nice attitude to have. I think that when you pay for a deluxe you pay for different services-not better treatment. Like I said before-this stuff can and will happen at any resort-the issue here I think is not so much I think where it happened but how it was handled. If compensation was expected it should have been asked for in the first place-mabey it was-the OP never stated.

Just my opinion....no flack intended...
Grover in Winnipeg

 

[grover]

Originally posted by Beca
Not to trash the Pop, or any value resort...but, I have read the walls are REALLY thin in those hotels. That you can hear neighbors coughing or sneezing...that fact alone has kept me from trying them out (plus, I am a little "spoiled" when I go to WDW...I like deluxes...esp. the cabins at FW where you have NO neighbors).



Beca

You wouldn't want to stay at AKL then-you can hear people in the hallways and toilets flushing. Beautiful resort though.

Can't say I ever heard anything at one of our stays at All star sports. Music we did.

 

[skiwee1]

Originally posted by SonicLogic
That's odd. I have a reservation for POP and it states "GUARANTEED NON-SMOKING".

It is only guaranteed is there is a medical reason. If you READ the post the OP REQUESTED a non smoking room.

 

[SnackyStacky]

Originally posted by skiwee1
Sorry you had a bad time but what do you want? Most of the things you wanted were simply requests so non smoking and special buildings are not guaranteed. I do think they should have done some about the door banging but I don't see what you should get in return for some noise. Personally I wouldn't stay in a value hotel. I am a believer in getting what you pay for. I would chalk it up to bad luck and simply avoid that resort again.

Actually, it sounds to me like more of her problems stemmed from security issues, and inexperienced desk staff. It sounds like a room request was the least of the problems.

Furthermore, while the cost of staying in a value is not anywhere near the cost of staying in a deluxe, it certainly is more costly than staying anywhere off-site. You're paying a premium not only for location, but, as Disney advertises themselves, Disney quality and standards of service. Saying "you got what you paid for" is an absolutely ludicrous statement to make. While staying anywhere, let alone a Disney resort, you should be able at LEAST to feel secure. You may not have access to a spa, health club, or sit down restaurants and room service at a value resort, but at a Disney resort, at Disney prices (even if it is value), you have paid to feel secure.

 

[dalt01]

ive read a lot on these boards over the years where people say " i couldnt get them to do any thing about it". i think most of these people a not very assertive in person and are much braver when typeing here, thats not a slight its just the way we are. in fact i see it every day where people are walked on because they dont press the issue. some advise. plant yourself at the front desk, dont call down, ask very nicely to have the issue resolved, if you even feel the old song and dance coming on, tell them "im going to stand here untill this is taken care of if it takes all nite so if you are not willing to help please go get your boss. when the mgr comes tell him/her the problem, tell them its not the fault of the other desk person it just probobly needed someone of a higher authority to handle it. but rest assured sir/maam, i am not going to go away, so we need to get this situation resolved. i have always done things this way when needed my DW says she doesnt know how i can do it, she says she could not, but the alternative is of course the banging, the running, the yelling, the dirt or whatever else that was not supposed to be included in you vacation package.

 

[StitchGirl]

I'm sorry you had such a disappointing trip!! I do agree with the previous posters where the smoking/ room location were requests, but you do have every right to be upset about the security situation if they did not do anything about a situation where you were possibly threatened.

That said, I disagree with the poster that said you should call and demand reimbursement of some sort-- I think at the point you are at, it's too late for that. The best time to deal with that was when the event was going on-- after giving them a chance to rectify the situation, when it didn't, you could have told them how inconvenienced you were, and how you couldn't enjoy a day of your stay that you paid for, and they possibly could have made up for it by reimbursing the night you were disturbed.

You could have also said the same in the e-mail, but after talking to someone from customer service, I am doubtful they will make remands when you call back-- it's kind of a way after the fact thought that you could get something from the situation.

It was an unfortunate situation, but I'm sure that you have read many wonderful situations on this board to know that not every stay is disappointing.

Hopefully, you will feel comfortable enough to return. If not, given your experience, I don't see any reason why you shouldn't have the right to spend your hard earned vacation money elsewhere!

 

[Jen D]

I agree you had a very bad experience and most certainly did not get what you paid for. The "learning device" comment would have ticked me off too, although clearly he was asking for patience with their inexperience.

I hope your next stay goes much more smoothly.

 

[pixie71]

Two points:

First - I totally agree with Grover customer service (or the lack of) and rude families cannot and should be limited to the Value Resorts. I am sure that there are plenty of families there that could afford to stay at a moderate or deluxe but just choose to do other things at Disney with their money. Every since I've been reading these boards their is someone with a problem or complaint about ALL the resorts whether they are $99 or $399/night. And I've also notice an aggrogance in respect to the people who prefer not to stay at the value resorts-what is that all about??

Second - I understand that people spend a great amount of money, time and effort into making their vacations terrific. But c'mon people the CM's are only human. Disney should be expected to compensate someone because of noise, room locations that are not guaranteed or an inexperienced CM. You wanted the noise to stop go directly to the front desk and make it happen or switch hotels and let them know exactly why. And people wonder why the price of Disney is going up it's because people want to be compensated for the least little thing that goes that wasn't to their liking "they didn't have the soda I like" or "the towels were too hard" give me break.

 

[currycook]

Sorry for the dissappointing time you had at POP. I had my only disappointing stay ever at a value resort. I have stayed there on at least 10 occasions but had one bad stay there. I really recommend to all if you can afford it to upgrade to the moderate resorts. In my mind its a much better value than the value resorts.

 

[thomasc]

I'm sorry you had a negative experience at PC. We stayed there in June, my first experience with a value resort and we were very delighted with everything EXCEPT as previously mentioned, the folks next door who kept the latch down on their door and they were constantly going in and out all night. We could not hear anything else from the rooms on either side of us through the walls.

 

[TnKrBeLlA012]

I'm the originator of the post. My purpose of calling Disney was not to get something,it was to say your security stinks! The incident with my brother-in-law could have been worse than what it was. Thankfully it was not. The noise or room location was not even brought up in my conversation. My concern was their lack of security. Anyone in my situation would have been furious and would have wanted an apology or some sort of explanation. We will use this as a learning tool was not sufficent. Disney like any other product we buy needs to be accountable for their service. We pay good money,we deserve good service. The most important point I need to stress in my post is security did not respond to a very dangerous situation! Everything else was minor. Will I still go to Disney every year? Yes! I will never stop loving this place. If I'm paying top dollar there,I will always demand good service! Thanks for all your input.