Bad reviews on the PPH- starting to get nervous

[wowsmom]

[/QUOTE]Oh wow, you have stayed in them all! I cannot even imagine a suite upgrade from a standard view; did you flip?

I will definitely call wth any issues if they arrive. I am not shy about that. I am glad they got you out of the mildew room.

I think you are correct about the good stays. I have had wonderful stays at various hotels; sometimes I write a review and sometimes I don't.[/QUOTE]

The time we were upgraded, it was just my 17 year old son and me - older son was at college and hubby was working. So we had this huge room for just us - 2 full bathrooms (and the one in the bedroom was huge), a dining room, a kitchenette, a living room. It was an amazing surprise. We actually ordered room service breakfast since we had a big table to eat it at!

I'm allergic to mildew and super sensitive to all smells and have actually started traveling with an air purifier. We hadn't brought it with us that trip as I've never had a problem at PPH. So I was happy they moved us (and the room they moved us to was bigger).

 

[rentayenta]

The time we were upgraded, it was just my 17 year old son and me - older son was at college and hubby was working. So we had this huge room for just us - 2 full bathrooms (and the one in the bedroom was huge), a dining room, a kitchenette, a living room. It was an amazing surprise. We actually ordered room service breakfast since we had a big table to eat it at!

I'm allergic to mildew and super sensitive to all smells and have actually started traveling with an air purifier. We hadn't brought it with us that trip as I've never had a problem at PPH. So I was happy they moved us (and the room they moved us to was bigger).

That's awesome about the upgrade! What a crazy cool surprise. How fun to enjoy all that room with just the two of you. And room service is always a treat.

I am glad they took your allergy seriously. That sounds miserable.

 

[Nonsuch]

...I also put in a wait list for the GCV for Dec 1-3.....had very little hope but alas we granted major pixiedust and both nights for a one bedroom villa ended up coming through.

The first weekend of December was fully booked surprisingly early. When I booked a one bedroom villa in early April (still within the VGC owners window), December 4 and 5 were already not available (the only 2 days unavailable in December). VGC owners might book for Candlelight (just in case), then cancel if they can't attend. My waitlists for December 4 and 5 were both cleared within a couple weeks.

...We won't spend a ton of time at the PPH during the day on our first day as we have a VIP tour booked...

That will be a fun day!
Be sure to book seating for Fireworks (or WOC)

 

[bumbershoot]

FWIW the grand is my least fave. Small rooms, dark rooms. Only good thing about it for me is the lobby because DH got called with a job offer while we were in the lobby.

PPH is bright big cheerful rooms, the flip-over day bed in all rooms, great service. Doesn't hurt that we've gotten upgraded nearly every stay.


Apart from elevators, which isn't really something they can fix, I wouldn't believe those reviews. TA has never been reliable with disney hotels. I barely find them reliable for any hotel actually. I generally find the exact opposite of any review there. And so often they aren't talking about anything that has anything got something reality.

Why not call the hotel and ask about stair access? Since we don't know where you read what you read we can't know if it's reliable.

Going up to go down is a good trick when getting to the lobby some mornings though!

Oh wow, you have stayed in them all! I cannot even imagine a suite upgrade from a standard view; did you flip?

We've been upgraded to a one bedroom suite from a standard AP rate room twice now. (Not necessarily with a view though) Pretty cool. Though it's sort of lost on us much of the time. Just more space to put our luggage, really. Even the rice krispie treats they leave are lost on us because of the gelatin and HFCS.

Other times we've been upgraded from standard AP to themepark view.

Ah ok, I guess it's ART off property that I had issues with. It was when we stayed at the Hilton Garden Inn. I swore off ART after that trip.

Thanks for the map!

Doesn't HGI participate with the non ART private transportation that is shared with embassy and the third hotel right there?

 

[rentayenta]

The first weekend of December was fully booked surprisingly early. When I booked a one bedroom villa in early April (still within the VGC owners window), December 4 and 5 were already not available (the only 2 days unavailable in December). VGC owners might book for Candlelight (just in case), then cancel if they can't attend. My waitlists for December 4 and 5 were both cleared within a couple weeks.

That will be a fun day!
Be sure to book seating for Fireworks (or WOC)

Was it really? I didn't look for the weekend dates as I don't have enough points but I tormented myself with looking at the last few days in November knowing I couldn't book due to also not having enough points. I am glad your waitlist came through. Have they announced when Candlelight is?

One day I need to buy at GCV. It's where we spend 100% of our points.

We did book the fireworks! I am sooooo excited and elated! What a perfect first Disney day.

FWIW the grand is my least fave. Small rooms, dark rooms. Only good thing about it for me is the lobby because DH got called with a job offer while we were in the lobby.

Yay for new jobs! :woohio: That would bring back happy memories.

PPH is bright big cheerful rooms, the flip-over day bed in all rooms, great service. Doesn't hurt that we've gotten upgraded nearly every stay.

Did you ask for an upgrade? I do like that they have the day bed.

Apart from elevators, which isn't really something they can fix, I wouldn't believe those reviews. TA has never been reliable with disney hotels. I barely find them reliable for any hotel actually. I generally find the exact opposite of any review there. And so often they aren't talking about anything that has anything got something reality.

Why not call the hotel and ask about stair access? Since we don't know where you read what you read we can't know if it's reliable.

Going up to go down is a good trick when getting to the lobby some mornings though!

We've been upgraded to a one bedroom suite from a standard AP rate room twice now. (Not necessarily with a view though) Pretty cool. Though it's sort of lost on us much of the time. Just more space to put our luggage, really. Even the rice krispie treats they leave are lost on us because of the gelatin and HFCS.

Other times we've been upgraded from standard AP to themepark view.

Doesn't HGI participate with the non ART private transportation that is shared with embassy and the third hotel right there?

I will call the hotel, was more just curious if anyone here has utilized them. I thought I read somewhere that they could not gain access but unsure how thats possible wth fire safety regulations.

I am not sure if HGI partners with anyone. All I know is that it was horrible and I would rather pay for parking than be packed like sardines on a shuttle. I am just too old for all that. LOL!

Weird question but no gelatin; do you keep kosher? Sorry if that's too personal.

 

[Nonsuch]

...Have they announced when Candlelight is?

December 3 and 4, 5:30 and 7:45 (4 performances).
Narrators have not been announced.

...One day I need to buy at GCV. It's where we spend 100% of our points.

There is a recent post on the VGC Superthread about buying direct for $180/point

 

[calilou]

Disclaimer: I've only read through the first page of comments.

Definitely keep your original hotel plan. I've stayed at all of the onsite hotels numerous times as well as the new Homewood Suites. The HS is great, but doesn't compare with the proximity and overall experience of onsite hotels. Yes overall walking distance isn't that much more but you're walking on a very busy street to get into the parks as opposed to through the GCH and/or Downtown Disney. It keeps you in the bubble which for me is always best, and judging from what you've written so far will be preferable on your end as well. We stay at HS occasionally because it's free for us using points. Otherwise we're all about an onsite property (when it's a stay we have to pay for, i.e. we've already used up all of hubby's points and he needs to rack up more ).

We've stayed at PPH at least five times and have always had very good experiences. That being said if money wasn't a factor at all we'd choose GCH or DLH over it every time. PPH is a step down compared to those two properties in my opinion but it's still a great place to stay. I've never had an issue with the elevators. I have experienced less than stellar front desk CM service compared to the GCH and DLH however. The staff just isn't as customer oriented as the other two properties. But we really like the restaurant and my girls really enjoy the pool area (though it's small) as well as the perks like movie night and fireworks view (but it doesn't replace experiencing fireworks in the park).

Your trip sounds amazing!

 

[nsiordia]

I've stayed at many different hotels in the area. I stayed at PPH once and wasn't impressed.

We have recently stayed at the Courtyard Marriott across the street (with Waterpark) and was far more impressed. Its not fancy, but its well done and the service was fabulous.

 

[rentayenta]

December 3 and 4, 5:30 and 7:45 (4 performances).
Narrators have not been announced.


There is a recent post on the VGC Superthread about buying direct for $180/point

$180 per point? I am kicking myself for not buying there when we had the opportunity when we originally purchased. Live and learn thats for sure! Like kicking myself!!!! Even resale is spend.

I am glad we will miss CP.

Disclaimer: I've only read through the first page of comments.

Definitely keep your original hotel plan. I've stayed at all of the onsite hotels numerous times as well as the new Homewood Suites. The HS is great, but doesn't compare with the proximity and overall experience of onsite hotels. Yes overall walking distance isn't that much more but you're walking on a very busy street to get into the parks as opposed to through the GCH and/or Downtown Disney. It keeps you in the bubble which for me is always best, and judging from what you've written so far will be preferable on your end as well. We stay at HS occasionally because it's free for us using points. Otherwise we're all about an onsite property (when it's a stay we have to pay for, i.e. we've already used up all of hubby's points and he needs to rack up more ).

We've stayed at PPH at least five times and have always had very good experiences. That being said if money wasn't a factor at all we'd choose GCH or DLH over it every time. PPH is a step down compared to those two properties in my opinion but it's still a great place to stay. I've never had an issue with the elevators. I have experienced less than stellar front desk CM service compared to the GCH and DLH however. The staff just isn't as customer oriented as the other two properties. But we really like the restaurant and my girls really enjoy the pool area (though it's small) as well as the perks like movie night and fireworks view (but it doesn't replace experiencing fireworks in the park).

Your trip sounds amazing!

Thank you! Our APs expire in after this trip and we haven't decided if we will renew. I have some job opportunities that may take us father away from So Cal than we currently are.

Money is always a factor per say.....while I adore the DLH, probably my favorite as far as the rooms go, I just couldn't swallow spending over $100 a night more to to stay there. If I could afford it, I'd be booking a 2 room suite at the DLH. I also love staying in the bubble as much as possible. HS is on the table due to a F&F rate; we generally stay Hilton for that reason. Our hotel rate in Seal Beach is amazing especially for the weekend after Thanksgiving. Add in free parking and breakfast and it's a done deal.

 

[rentayenta]

I've stayed at many different hotels in the area. I stayed at PPH once and wasn't impressed.

We have recently stayed at the Courtyard Marriott across the street (with Waterpark) and was far more impressed. Its not fancy, but its well done and the service was fabulous.

I like Marriott too; it's a good chain. Never disappointed. Can you tell me what you didn't like about the PPH?

 

[cruisehopeful]

@rentayenta I just wanted to reiterate to take those reviews with a grain of salt. I spent last night in a Garden Grove hotel that had some really bad reviews. I was really worried about it a couple nights before checking in, but I got it on my hilton honors points and the price was right. Boy, were the reviews wrong! The lobby is under construction and there were some gross stains on some of the furniture (like someone left soda and candy on the furniture for a while), but the service was top notch and my room was above average. I have noticed that when reading Tripadvisor reviews, it's important to see how many reviews that person has posted in general. If all the bad reviews are from people who only wrote one review, I wouldn't be too concerned about that. Same thing goes with 5 star reviews - if they are all written by one time posters, that's not exactly good information.

 

[Darkbeer1]

OK, I still need to be careful, but I highlighted a couple of TA review complaints, because I KNOW they are true....

I think I am OK, but I was friends with a former GM of the PPH, and some of her senior staff. (One attended my wedding).

The Cm's are trained to avoid referring guests to Management, and get higher reviews if they do. A typical issue, a guest at a front desk, the CM says, let me go back and talk to my boss/manager (most guests don't understand lead). What that really means is break time, and they go backstage and wait a couple of minutes,usually chatting with others, then goes back and gives the pat answer, basically "It was a request, and we have no available options available", or whatever matches the script to the complainant. Of course, they will hand you clean towels, maybe an extra pillow, etc.

Take the kids pasta that was charged $20 and was refused to talk to the manager on duty. Any other Full Service Hotel in the area would have allowed the person to talk to the manager, and that manager would have a t least removed the charge for the Pasta, and maybe even go above and beyond to lower other costs on the bill, or offer a second chance with a discount for another order from Room Service, or something similar.

And alas, that is a main and long term Disney issue (especially the Hotels), yes, many Disney CM's do care, but their hands are tied, don't pass the guest up the chain of command, don't offer things that cost the company money, just smile and say you are sorry, and will let management know about the problem.... It is all about the numbers, both financially and in the paperwork numbers in regards to "recorded" complaints. The CM's are told to avoid making any "issue" official and written down. Heck, it is even hard for a guest to make a complaint after the fact online or on the phone.

There is a recent news item that has a Hotel Guest suing Disney in regards to bed bugs at the GCH. But if you read the suit, a major issue was how it was handled (or NOT handled by management).

http://www.goodhousekeeping.com/life/travel/news/a40153/family-sues-disney-for-bed-bugs/

>>The complaint states that the hotel already had a history of guests reporting bed bug bites before the Jones' arrived. But when the family reported the bites, the hotel staff did not listen: "The housekeeping manager suggested the family's bites were probably mosquito bites, dismissing their concerns that they could have been bedbugs," the suit states.
By the next day, the entire family had bites on their bodies alleges the suit and doctors at the Oakland hospital confirmed the bites were from bedbugs.<<

So there is an attitude issue, and it isn't from the front line CM's, who do the best they can, but the "system" and how Disney looks out for itself first, and not the guests. And that is the worse thing! If Disney wants to charge a Premium price, they should offer a premium service, including guarantees and making things up to guests,instead of saying.. "That is the way it is, live with it"!

Sorry for the rant.

 

[coaches24]

Thanks for the elevator tip. I like a helpful CM too. Do you know anything about the accessibility of the stairs?

No we were on the 13th floor I believe and the stairs were not in the cards for us.

 

[5forMickey]

Take the kids pasta that was charged $20 and was refused to talk to the manager on duty. Any other Full Service Hotel in the area would have allowed the person to talk to the manager, and that manager would have a t least removed the charge for the Pasta, and maybe even go above and beyond to lower other costs on the bill, or offer a second chance with a discount for another order from Room Service, or something similar.

See if I read this I would wonder why they were mad, they used the menu to order from which clearly stated the pasta was $20.00 and they were ordering from room service and not an Italian resturant (pasta is usually horrible at restaurants unless they are a good Italian resturant), this seems more like buyers remorse to me. And the bed bugs, that was someone looking to get rich at Disney's expense when they couldn't even prove fault, nothing was going to make them happy except a large settlement.

Cruisehopeful makes a wonderful point, look at the reviewer and read their other reviews before you decide how much weight to give them. Is it just one bad review or do they rate everyone low. Do they always complain about the Disney properties or was this truly a bad stay. Many are just angry with Disney because they are out pricing them, if those same rooms were the same price as others in the area I'm sure they would be first in line to reserve.

We have stayed onsite too many times to count. On the rare occasion that something goes wrong, Disney has ALWAYS gone above and beyond to correct the issue, much more so than any other place we have stayed.

 

[MacMama0930]

No we were on the 13th floor I believe and the stairs were not in the cards for us.

Do you mean they were not accessible or you wouldn't have wanted to walk 13 flights of stairs?

 

[Darkbeer1]

See if I read this I would wonder why they were mad, they used the menu to orde that clearly stated the pasta was $20.00 and the were ordering from room service and not an Italian resturant (pasta is usually horrible at restaurants unless they are a good Italian resturant), this seems more like buyers remorse to me. And the bed bugs, that was someone looking to get rich at Disney's expense when they couldn't even prove fault, nothing was going to make them happy except a large settlement.

That is not how I read the issue/complaint. They called room service, asked about a kid's meal for a young one and was offered a simple side of pasta, not a full meal.

So no matter what happened, when the guests got the bill, they called to complain. A CM answered, listened to the complaint, and refused to let them talk to a senior person (say the Room Service Manager, or just the general Manager/lead in charge of the entire Hotel). Alas, I KNOW this is how the CM's are trained, to avoid getting the complaints placed on the record and passed to management. Since the CM is not authorized to reduce/remove the charge, the guest got a bad taste in their mouth. Now, was the phone call as bad as made out in the complaint? I think the frustration makes it sound a bit worse than actually happened, and the CM was more polite than it sounded, but he/she couldn't deal with the complaint based on the current Disney policy, and that is the issue.

Same with the Bed Bug issue, I think if Management showed a bit more epiphany than just, it must have come from somewhere else, and then to go home and find that it did come from the GCH. And I presume the case, if it goes to trial, will show that Disney did bring in the bed bugs dogs after the guests left, found them, and then used the Heat treatment (very effective) to kill them before renting out the room again. (Standard in the Hotel business). But it was the ATTITUDE that pushed the guests buttons based on the complaint.

The current Disney exec attitude is NOT Guests first, but the bottom line and the reviews and bonuses.

And Disney does a lot of things right. Alas, currently, at least in my opinion, they are not providing the level of service based on the amount charged for Hotels rooms at the DLR.

 

[cinder-ellah]

OK, I still need to be careful, but I highlighted a couple of TA review complaints, because I KNOW they are true....

I think I am OK, but I was friends with a former GM of the PPH, and some of her senior staff. (One attended my wedding).

The Cm's are trained to avoid referring guests to Management, and get higher reviews if they do. A typical issue, a guest at a front desk, the CM says, let me go back and talk to my boss/manager (most guests don't understand lead). What that really means is break time, and they go backstage and wait a couple of minutes,usually chatting with others, then goes back and gives the pat answer, basically "It was a request, and we have no available options available", or whatever matches the script to the complainant. Of course, they will hand you clean towels, maybe an extra pillow, etc.

Take the kids pasta that was charged $20 and was refused to talk to the manager on duty. Any other Full Service Hotel in the area would have allowed the person to talk to the manager, and that manager would have a t least removed the charge for the Pasta, and maybe even go above and beyond to lower other costs on the bill, or offer a second chance with a discount for another order from Room Service, or something similar.

And alas, that is a main and long term Disney issue (especially the Hotels), yes, many Disney CM's do care, but their hands are tied, don't pass the guest up the chain of command, don't offer things that cost the company money, just smile and say you are sorry, and will let management know about the problem.... It is all about the numbers, both financially and in the paperwork numbers in regards to "recorded" complaints. The CM's are told to avoid making any "issue" official and written down. Heck, it is even hard for a guest to make a complaint after the fact online or on the phone.

There is a recent news item that has a Hotel Guest suing Disney in regards to bed bugs at the GCH. But if you read the suit, a major issue was how it was handled (or NOT handled by management).

http://www.goodhousekeeping.com/life/travel/news/a40153/family-sues-disney-for-bed-bugs/

>>The complaint states that the hotel already had a history of guests reporting bed bug bites before the Jones' arrived. But when the family reported the bites, the hotel staff did not listen: "The housekeeping manager suggested the family's bites were probably mosquito bites, dismissing their concerns that they could have been bedbugs," the suit states.
By the next day, the entire family had bites on their bodies alleges the suit and doctors at the Oakland hospital confirmed the bites were from bedbugs.<<

So there is an attitude issue, and it isn't from the front line CM's, who do the best they can, but the "system" and how Disney looks out for itself first, and not the guests. And that is the worse thing! If Disney wants to charge a Premium price, they should offer a premium service, including guarantees and making things up to guests,instead of saying.. "That is the way it is, live with it"!

Sorry for the rant.

Ugh, that's sad to hear as in pretending to talk to their lead.
Plus that explains alot about attitudes and responses that I was given when I was there in August for a couple of situations that came up.

I have to say I have had better responses after that fact when I was home and wrote an email to Disney. I have been pleasantly surprised by a couple of phone calls to me with a follow up to my emails. Better than "in person" at the time of a situation.

 

[closetmickey]

I've found that PPH consistently has the nicest and most helpful CMs out of all the DLR hotels (oddly enough, GCH seems to have the least- by a landslide!). Rooms are larger (and brighter!) than most as well. We love it there.

 

[coaches24]

Do you mean they were not accessible or you wouldn't have wanted to walk 13 flights of stairs?

The last one. I wouldnt have wanted to walk that many flights of stairs. I would think they are accessible but I didn't check to see because of what floor we were on. My feet hurt enough at the end of a DL day without walking stairs.

 

[Aladora]

Glad you did;t have elevator issues. Just curious why do you prefer the PPH over the DLH? I have heard about the long walks at the GCH. We stay in the villas and they are in another building right by Pinocchio's which is not very close.

Sorry, I meant to answer this but forgot!

We have only stayed in a 2 bedroom suite at the DLH so it is harder for me to compare DLH to PPH but I put PPH as my favourite for a few reasons.

1. The rooms are larger and brighter.
2. The PPH seems a bit more relaxed and laid back which is better for us. DS is autistic so a calmer environment is better.
3. DS loves the beach ball pillows!
4. I am not sure if the walk was longer or shorter from PPH vs DLH but I didn't mind the PPH walk at all.
5. Loved the firework viewing area. DS is not a big fan of being in the crowd to see the fireworks and the PPH viewing area was perfect for us.