BIG disappointment in Poly Concierge..

[disfanatiks]

Michelle,

Just wanted to let you know that we, too were very disappointed with our stay at Poly LVC. Our check in was nothing great, just a regular check in and when we needed to ask Concierge for anything, we actually felt like they were being bothered. The lounge to me was not that clean. The service for us was less than stellar and in the end I became ill from eating the lounge spring rolls one evening. We checked out one day early and when my DH went to get a copy of the folio...it was incorrect.

I went to speak to a CM who insisted that because I was ill, I was not thinking clearly. I kept insisting that it was wrong. She finally told me that because I was ill I needed to take the invoice home and then when I felt better I would know that she was correct and if I did not come to that conclusion then I should call the 1-800 number.

I did this and had to speak to three people before the bill was ever corrected. And by the last person I was very irritated. I told him that this was not rocket science and that I knew I was correct that we had been overcharged. He said to me that because it was not rocket science and because he analyzed the bills as his job, I should most certainly understand that he was correct and I was wrong. I was not going to back down as I knew this was not the case. Finally, he put me on hold and came back 15 minutes later extremely apologetic and said I would be credited one nights stay back as they were indeed in the wrong. He also did acknowledge that he could see why I was so irritated as I was indeed correct. I will say that his service recovery was excellent. I told him I did not need an entire's night stay credited as our credit was only about $250.00 and I was fine with just having the correct amount credited back to my credit card.

The whole experience soured our experience at Poly.

One thing that we did learn from this is that we are not Magic Kingdom Resort people (Castle view or not). Our hearts lie in the Epcot Resort Area. I am now very careful how I describe experiences here on the boards because there are different tastes for different families.

I am sorry that you had a bad stay.

 

[Sammie]

Dear Mom2Rae,
For some reason people take WDW way too seriously. You can't write a negative comment w/out being flamed. If you were treated like this anywhere else most of these posters would be outraged but because it's WDW- how dare you!! I for one appreciate your honesty. Most people who pay more eg. concierge do expect extra niceties and at most hotels you would get staff who" go the extra mile". WDW doesn't,for the most part, feel the need to do this. Many posters have complained in recent months of rude CMs-maybe it's just a sign of the times-I hope not. Staff can make such a huge difference on a vacation. That's why I was so impressed @ CSR this summer. I notice things like good manners and a good attitude. It shouldn't be you getting flamed but the rude inattentive staff. Just my 2 cents.

I do find something very interesting about this thread, sometimes I think the reaction to the OP is more based on who they are instead of what they said.

Some, expecially new posters can come on these boards, make a comment and literally get ripped, then someone else that has been around can post a thread ripping Disney and everyone rallys to support them. Then if anyone disagrees the mob then turns on them.

To the OP and any other that feel they have been overly flamed, don't let it get to you and please don't take the easy way out and tuck your tail and leave the playground, because someone did not agree with you.

When one posts on a public forum, one opens one's self to criticism of the remarks made. That is the nature of the format. I find it almost juvenille to come to these forums and when someone disagrees suddenly state that maybe it would be best to just not post anymore. At least the OP had the backbone to stay and take it.

Just my 2 cents added to your 2 cents which probably does not amount to much.

 

[MandaPerry]

In customer service my whole life - just a bit of unsolicited advice. CM's should never be rude - in turn - neither should a customer. If I feel something is wrong and if it is going to put a damper on my vacation I speak up as we all should. I never yell or make a scene, but if the person I'm dealing with does not handle the situation to my satisfaction...I go to the next level. At all times I keep my cool and put the problem into the proper prospective. If I still do not get the proper satisfaction then I write to the corporate office. I only had to do this twice . Did I get the answer I wanted both time? Once yes, once no, but I felt better having my say. Enough letters regarding a particular employee or group of employee's is going to go a long way in correcting a situation. Moral of my long post is don't fester, take action and get on enjoying your vacation!

 

[iliketoby]

WDW concierge is not even close to what it ought to be. And the thing is that they KNOW IT! Those managers have worked in decent hotels, they know how it is supposed to work. I've said this before, but I think they count on the fact that most of the people who stay there don't travel much and won't realize they've been taken for ride.

It is working for them so far, but I really believe that the slide they have taken customer-service wise (all over, not just concierge) will turn around to bite them in the...ankle.

 

[Dislifer]

WDW concierge is not even close to what it ought to be. And the thing is that they KNOW IT! Those managers have worked in decent hotels, they know how it is supposed to work. I've said this before, but I think they count on the fact that most of the people who stay there don't travel much and won't realize they've been taken for ride.

It is working for them so far, but I really believe that the slide they have taken customer-service wise (all over, not just concierge) will turn around to bite them in the...ankle.

I agree with you. I for one will not return. I paid top dollar because I went during the holiday season..LVC not worth it in my opinion. Nothing was bad about the Polynesian..nothing bad at all...it just wasn't worth the $$$$
There are plenty of other places to try!

 

[imatoad]

We've never stayed concierge, rather choose to stay GV, and use the money saved to get the dining plan which affords us more than enough food for our entire stay. We've always had great service and pay a lot less than those in concierge. Heck, we had towel animals every single day of our last visit in Oct.

 

[Mom2Rae]

wanting to have me hung for stating my opinion!

I LOVE Disney and look forward to many, many returns..I've learned my lesson about Poly LVC and will NOT make that mistake twice.

Sorry if anyone got offended...however, it is my opinion and we all have them. I would never flame someone over this board for stating their opinion...it helps me make decisions about future visits and which resorts we will stay in.

Again...thank you to the members who understood my post.....looks like I'll be around for a good long while!!

 

[cjsmom5]

I appreciate your honesty. I LOVE Disney, also, but there are times when they haven't met my expectations -- for a variety of reasons. What I like about this forum is the fact that all points of views are presented. After all, an opinion, is just that an opinion. My how boring the world would be if we all agreed. And, I enjoy hearing varied viewpoints ... then I can make a decision based on that information as well as others that I gather.

Thanks for posting.

 

[Laurajean1014]

I like Concierge level. Sorry that you didn't.

 

[Laurajean1014]

In customer service my whole life - just a bit of unsolicited advice. CM's should never be rude - in turn - neither should a customer.

Amen to that!

 

[cjsmom5]

We had a good experience in Concierge at AKL but when they were full on the weekend one could tell it did dramatically affected the service, etc. I think sometimes they understaff concierge and expect miracles out of their employees -- which leads to unmet expectations.

I think it depends on what you are looking to get out of concierge. But, it is true that Disney's concierge is not equivalent to many four and five star propery concierges, in my opinion.

 

[Sammie]

Originally Posted by MandaPerry
In customer service my whole life - just a bit of unsolicited advice. CM's should never be rude - in turn - neither should a customer

Something to always remember in any of these threads is you are getting one side of the situation. Most that post here probably accurately describe what happened, however I have seen posts here where I personally know the telling of it was skewed.

A guest posted here once that she had been horribly mistreated by the staff of the Beach Club and she was just as polite as she could be. Immediately many were just appalled at this behavior even to the point of cancelling their future stays to this resort.

I happened to be checking at the same time as this guest and believe me she did everything but jump over the desk and slap the CM, the CM was in training and was in tears, she had been so maligned by this guest.

So always take the accounts with a grain of salt.