Hi:
We are staying at the Polynesian and when we went to check in Wednesday, the CM could see our reservation, but couldn’t find our room assignment (it was after 4:00 pm, so it wasn’t a case of the room not being ready). She told me they were the last resort to get the new system that now assigns the rooms. She had to call whoever is in charge of the system. She also told me those people have been extremely busy, I assume with glitches in this new system. She was on hold for at least a half hour and finally after 45 minutes we were given a room. She was great and kept apologizing for the delay and I told her not to worry because it wasn’t her fault. It definitely wasn’t anywhere near where I requested, but it’s not my home resort and also I respect that requests are just that and there is never a guarantee. I wonder if you arrive later in the day if this system possibly reassigns if someone asks for a different room since supposedly it assigns rooms on the day of your arrival.
We have been members since 1993 and I have to say I really feel some of the magic is gone. For the first time since 1993, when booking this trip, I spoke to a really nasty, condescending CM. I am not an aggressive person, so this was really upsetting and shocking to me. However, I also spoke with a couple of wonderful CM, which has always been the norm.