Bad news

[mom2rtk]

I found an article/review of the "Polynesian Honeymoon Suite":

https://www.google.com/amp/s/wdwfor...at-the-polynesian-village-tonga-building/amp/

Thanks for that! Now I'm really confused. I thought a "suite" had a separate living area. Now I'm curious just what the OP was offered as a replacement.

 

[adelaster]

Thanks for that! Now I'm really confused. I thought a "suite" had a separate living area. Now I'm curious just what the OP was offered as a replacement.

I think it's the "nicer" of the Polynesian club buildings-The Tonga-with a King bed. The Polynesian gets a lot of love from people and seems to be the fan favorite with a lot of longtime Disney folks-so I imagine it was a highly emotional/personal selection for OP.

The timeline I followed was they were informed the room was unavailable on their travel day, and put in a family suite at the Contemporary Resort for night one-unclear if club level. Nights two-four were at the Grand Floridian, unclear on the room type and if it was club level.

I think the bulk of OP's frustration was regarding the handling of the situation. Last minute notice, not feeling listened to, not getting the attention requested from management, being fully charged for a room they did not get, and on top of that having two mishaps with Disney Floral-at least one of them costing over $400.

That, paired with the disappointment of losing the original room was probably a lot to take in. It sounds like there were some unproductive phone and counter interactions had as well.

Probably would have been ideal for guest services to have:

A. Empathized/Acknowledged (Maybe happened, but not consistently or in a manner that felt genuine to the OP)
B. Offered options (Pickings may have been slim, but giving OP some degree of control in the situation would be best practice)
C. Compensated in some way (be it food credits, comping the floral mishap, discounting the room, etc. There were options)

At any rate, we won't really know until OP discloses/clarifies. Messages so far have been rushed and emotional, understandably so.

 

[oceanmarina]

So sorry to hear about the let downs of your trip. I would email guest relations as soon as you can. They really need to hear about this. I bet they will reach out and make it right!!!

 

[YCFAN]

I know it's not what you had booked but if it's a suite on the 14th floor of the Contemporary you will be thrilled with it. They have some of the best suites on property with the best views.

 

[Sue M]

Well......we checked out and on our way home.
We feel badly about not getting honeymoon suite. One Manager said we would get one night discounted, when I checked our receipt, we paid for all 4 nights.
Also, we feel like we were not told the truth when it came to the availability of nicer rooms.
We waited 6 hours to get to our room at the GF. Thinking the entire wait, they were going to go above and beyond. When we got to our room it was a king deluxe. We asked for a manger to come and talk with us, no one ever came. I do not want to sound spoiled or not appreciative of the time we spent together. Expectations were too high and I will remember this the next time we plan something special.

We had a deluxe Queen room at GF in the main building. We loved it. Did they put you in RPC (main building)?
When we change resorts we just go to the parks then go to new resort at 3:00. Which is check in time, although many times room is ready earlier.
I’m so sorry things didn’t go well for you on your special occasion. That really bites. I agree with following up with guest relations.

 

[focusondisney]

I know it's not what you had booked but if it's a suite on the 14th floor of the Contemporary you will be thrilled with it. They have some of the best suites on property with the best views.

You missed a few updates. It wasn't a Tower Club suite. It was a suite in the garden wing facing the parking lot. Eventually they were moved to a king deluxe room at the Grand Floridian.

 

[L&Lfan]

I'd demand staying at that deluxe suite at the Yacht Club where Iger and MAriah Carey stay...if it's good enough them...

 

[DG25]

You can negotiate, but you can also just look at what they are offering. We were at BC and had some major issues, we tried to make it work but it was not, they offered us contemporary which we had never stayed but did not like the look, we tried for another day, but then threw in the towel and said move us. They taxied us over to the contemporary, and we love love loved, it did I mention we loved it. The room was huge, huge, huge, they put us in the hospitality suite which is 5 rooms put together so bigger than a two bedroom but it only had one bed room. It had three bathrooms, it had two parlors, and a kitchen, it had four patios. The place was enormous. We had access to the lounge. We have now stayed club level at BC, WL, GF and CR and off them all I will say CR outbeat them all. From the lounge you can see the fireworks, you don't have to squint. The garden wing which we thought we would hate actually was great, the room was so nice and it was quiet. We were right next to the pool and the main building, a very easy elevator ride up to the lounge. No the hotel was not what we like in color be in design, but it was no where near as bad as we thought and we hated the BC even if it is everyone else's favorite for us we will never be back. Same with the GF, we saved and saved for our honeymoon in May, and we spent two days in the GF and then moved over to the BRV and then WL, we will never be back to the GF even if they offered it for free. We own the DVC at poly and will be staying in the resort in Jan due to new baby and confidence, and I get it but the poly is not the end all. We love several other resorts, I would ask for a different resort if you really can not do CR, you can ask for more, if you are in one bedroom as for a two bedroom that is open. Ask if the presidential suite at wilderness is open, or one at beach or hatch, or BWI. But when we had an issue, no other room was available and the hosptiality suite was all that was open for us.

 

[DG25]

Well......we checked out and on our way home.
We feel badly about not getting honeymoon suite. One Manager said we would get one night discounted, when I checked our receipt, we paid for all 4 nights.
Also, we feel like we were not told the truth when it came to the availability of nicer rooms.
We waited 6 hours to get to our room at the GF. Thinking the entire wait, they were going to go above and beyond. When we got to our room it was a king deluxe. We asked for a manger to come and talk with us, no one ever came. I do not want to sound spoiled or not appreciative of the time we spent together. Expectations were too high and I will remember this the next time we plan something special.

This is exactly how we felt about the grand, they did not go universal and beyond at all for us in May, they gave us the wrong room after we waited 8 hours for our room to be done, then they did nothing when we said we would wait for another one and we waited another 4 hours. I asked for a manager that day and the next and complained that no manager came to us and an hour before we left he showed up, and said there was nothing he could do. They never even congratulated us on our marriage. They told us we would be refunded because we waited 11 hours our first day, yet we never were, we arrived at 6 am and got our room at 5 pm. I will never go back to the grand.

 

[fla4fun]

I was explaining that I was finding it odd that they would explain the room being out of commission on the hurricane...that occured..16 days ago moreso based on that again damage was vastly related to trees. The room could still have mechanical issues (not necessarily doubting that). I'm wondering if they are providing the hurricane as a reason to perhaps make the OP more understanding/amicable to the room being out of service ("oh my the hurricane oh well yes I can understand that" is quite easy to imagine someone's response). It's entirely possible there is another reason the room is unavailable too and it's quite possible the room received damage from the hurricane it's just hadn't really heard any reports of rooms actually being damaged (at least me personally hadn't heard).

It could have something to do with the way the Poly was constructed. Each room was pre-fabricated and slid into a steel structure that was clad and roofed around them. There could be damage to the exterior roof or cladding that needs repair that will be very inconvenient to the guests if they allow guests to stay there. It's possible the repair may even require shutting down of power or utilities. The rooms themselves may be OK, or at least fairly OK, but they weighed the complaints they would get for closing the rooms/building against the complaints they would get for putting people there while repairs were being made and decided closing was the better option. So they could have allowed people to stay in the rooms until they got the repairs lined up, and then taking the rooms offline just long enough to get the repair done. It also could be that there were small leaks in the exterior made by the hurricane that are just now being found since we didn't have much rain between Irma and this past weekend to cause them to appear earlier.

It's always possible that there is some other reason than hurricane damage, but sometimes the damage doesn't show up right away, especially if it's small or in an awkward location.

 

[mom2rtk]

It could have something to do with the way the Poly was constructed. Each room was pre-fabricated and slid into a steel structure that was clad and roofed around them. There could be damage to the exterior roof or cladding that needs repair that will be very inconvenient to the guests if they allow guests to stay there. It's possible the repair may even require shutting down of power or utilities. The rooms themselves may be OK, or at least fairly OK, but they weighed the complaints they would get for closing the rooms/building against the complaints they would get for putting people there while repairs were being made and decided closing was the better option. So they could have allowed people to stay in the rooms until they got the repairs lined up, and then taking the rooms offline just long enough to get the repair done. It also could be that there were small leaks in the exterior made by the hurricane that are just now being found since we didn't have much rain between Irma and this past weekend to cause them to appear earlier.

It's always possible that there is some other reason than hurricane damage, but sometimes the damage doesn't show up right away, especially if it's small or in an awkward location.

The review of that room linked in a prior post mentioned that the hot tub wasn't working when they were there. Don't know when that was written, so likely not the same incident, but it could be something like that.

 

[Alexsandra]

So sorry to hear about all the problems you encountered. Hope you enjoyed yourselves despite all this. Disney should really look into better customer service especially with the prices they charge.

 

[JoeyEmmaMomma]

If you haven't already, please email guest relations with your story. I have found them to be very helpful. It can't make your trip as you wanted it, but they are good about giving you compensation for an unsatisfactory stay.

 

[melificent]

WHen you get home, and when you have time to think about all of the evernt that transpired, send a detailed message to guest relations. Be objective in what occured, but personal in regards to how this affected you and your vacation. This was not acceptable.

Agree with this. I have sent complaints when I've had issues with service/amenities/etc. before, and Guest Relations has been really good about following up.

 

[mom2rtk]

Any update OP? Did you contact guest relations when you got back?