Disappointed with the Poly

[Booknut]

I can see why you were upset about your stay. I love visiting the Poly and they have great restaurants and nice views which you can enjoy for free if you're visiting but I wouldn't pay the money they ask to stay there. Wasn't that impressed with the hotel itself, pool is WAY too small and crowded and the staff in the gift shop were, well, surly!

Glad you had a nice time at the WL! We are really looking forward to staying there one day with our little one!

 

[francie]

Hi, just curious. which room do you go back to each year, and why would you recommend it? (trying to find a nice room for october) thanks in advance

 

[islandmum]

It is a shame that the price of WDW resorts reflects more the location and balcony or room size than luxury.

We stay in Fairmonts, Ritz Carltons and Raffles when we go away and when we spend $400+ per rom per night we get a spanking room, amazing service and a hotel you could eat your food off the floor.

I do wish that Disney could "up" their standards to be more in line with the rest of the industry as the facilities and basics are just not up to it from what I've seen

I know others will say "well you pay more to be at Disney" but you could say the same about somewhere like the Fairmont Barbados (for example) .... "you are on a paradise island", but for your $400 a night you get top quality toiletries in the bedrooms, robes for everyone, slippers, transfers from the airport, welcome drinks, weekly free coctail parties with free food and drinks, chocolates and petit fours every night in your room, beautiful turndown service, beautiful wicker sunbeds with waiter service at the pool and beach, etc etc etc

its alot more bang for your buck as they say. and the argument above of "well you are at Disney" really doesnt hold up as every hotel could say the same for where they are too!

 

[Tess]

I think Disney really should re design the quiet pool area and put in a newer style zero entry pool with a big hot tub. They have plenty of room to do it and it doesn't have to a giant slide or any slide at all, for that matter. Just theme it to match the Island setting, pipe some Hawaiian music in and make it more for adults, but friendly enough for people with kids. A big hot tub would go over as well and there still should be enough room for all the chairs, tables, etc.

I beg to differ. . .if you redesign the quiet pool to make it a zero entry you thereby make it a more desirable pool for the younger set. If you want it themed for adults, I think it suits perfectly as is.

As to your request to "pipe some Hawaiian music in", there is music around the quiet pool. It is the loop played throughout the resort. Admittedly, it is not piped in underwater as it is in the volcano pool, but--frankly, I would rather hear the music as I sit around the pool rather than when I'm underwater. As an adult, I don't find that I'm underwater that often.

The hot tub issue is a nonissue for us--we visit in the summer and don't use them anyway. To me, a hot tub is simply a child attractant and we all know how most kids treat a pool. It simply doesn't appeal to me.

I love the Polynesian as is and wouldn't change a thing--I even loved it before the rehab.

 

[lovmy2girls]

We also had the room cleaning problem when we stayed at the Poly last month. We were at the end of the hall, and I guess the end of her rooms because we would come back for a nap and rest and the room was not clean. We called and asked for early room service and after that it was ok.

I see where the Poly is not new construction. The AKL really made an impression on me with regards to how new everything looked and felt, but it wasn't until we reached the Poly that we felt we were at Disney. If everyone liked the same resorts, we would never get a room. For us the theme, location, and feel just make us very happy. Of course the bill, sometimes gives you heart pounding sometimes when we check out.

 

[Cool-Beans]

I know many people love the Poly but I just wanted to give my opinion and another point of view. I was very excited to finally be staying here in June. I've stayed at Port Orleans Riverside, Wilderness Lodge and the Beach Club. I was expecting to be overly impressed after reading all I could find on these boards. I'm sorry but I wasn't.

I think the DISers tend to over-do the Poly and say so often. I love it there, but I've said many times that it isn't all it is cracked up to be around here. It's a great hotel, but it is still a hotel, you know?

We checked in at 10:00am and were told we could get a Rapi Nui room then or wait for Tokelau which would be ready by 3:00. We decided to wait.

No room at any resort is ever guaranteed before 3:00. That happens everywhere. I've waited at Wilderness Lodge until 3:00, too.

Our room was ready at 3:00, our luggage however got delivered to the wrong room. We had to leave by 3:30 to get to the Hoop Dee Doo by 5:00, we never saw our luggage and so had to go to dinner in our travel clothes. We came back after 10:00 and our suitcases had arrived.

Luggage delivery problems happen at all the resorts, too. You read about them every so often around here. So, that isn't Poly-specific, either. I've never done the ME thing, though, and have no experience with it anywhere.

The room is big and the beds are comfy I'll give it that, but for the price you pay to stay there it's NOT worth it.

"Worth it" is just too subjective. Whether or not it is "worth it" always depends on the particular person's budget. Many would say that Beach Club and Wilderness Lodge aren't "worth it," too.

The elevators are old and smell,

I've stayed at the Poly many times - twice this year - and have never had an elevator smell that wasn't attributable to some other guest's stinky B.O. And I've had that happen everywhere, too. The worst was at the Beach Club - but I don't dislike the hotel because of it.

the bathrooms don't have fans, the sink area is in the bathroom so no getting ready while someone showers,

True dat. They built it before they figured out that people like a counter outside the bathroom. It is kind of a pain, I agree.

and the air conditioners shut off when you open the sliding doors and sound like freight trains when they're on.

All the WDW air conditioners are set to shut themselves off. At least, I can't think of a hotel where they stayed on. I hate that, but it isn't just the Poly. Some are louder than others, but I haven't noticed the Poly's being any louder than average.

Also the pool is small for the resort size and has more tables with umbrellas than lounge chairs.

They really need another big pool there. It really is crowded. But, again, lots of the WDW pools are crowded. I can't honestly think of one that isn't, with the possible exception of the Boardwalk.

Our last straw was coming back to the room at 3:30 for a nap only to find our room wasn't cleaned yet. Housekeeping knocked on the door at 3:40 and her response was I needed to request early cleaning. That was our last straw.

Again, that isn't Poly-specific. Housekeeping comes when they come. You might be early on the list, you might be late. It is that way at ALL the hotels. If you want to be sure of early cleaning, you must request it.

We went through the hassle of re-packing and moving to the Wilderness Lodge. When I walked through the lobby doors at the WL I felt that feeling of excitement that you should feel when checking in at a Disney resort.

I think entering WL is more exciting than entering the Poly, too. And you won't have to exit the building to get to your room.

I know many people love the Poly but I'm not one of them. I was very disappointed and it really put a damper on our Disney vacation. We just didn't feel like we were taken care of in the manner we should have been for the price.

I honestly think you're being too hard on the Poly. It is a fine hotel, for a hotel. It sounds like you were expecting too much and that that is the reason for your let-down. Your problems with the Poly could have happened anywhere...and often do.

Preferring the WL is great. I prefer AKL or Beach Club. But that doesn't make the Poly a bad hotel - just different.

That's my $.02, anyway.

 

[imatoad]

I think you should never go into a Disney resort expecting to be "blown away", the only way to go is down from there! The luxury resorts are not truely "luxury". You are paying for the beautiful view from the Poly. People need to realize that going into it. However, you should expect great customer service, there is NO excuse when that falls short!

My family stayed at the Poly for the first time in June of '72 and every other year since for many years. I go back because I love the resort and it has a special place in my heart, for me the Poly is Disney, however I have stayed at other resorts and while they were great, nothing is like the Poly to me. That said, I agree that you shouldn't go with astronomical expectations, anything less will be a great disappointment, that holds true in every day life. Less than great customer service is unacceptable and you should let Disney know about it.

 

[Poly Pal]

I agree 100% with what Cool-Beans said

I've had mostly good service at all of the Disney resorts we've stayed at. Is it the same service as at a Ritz Carlton? Nope, but I do not go in with that expectation, despite the high price tag at the Deluxe Resorts. I've also had some bad service at Disney, including at the Polynesian. Did it ruin my vacation? Nope! Are we going back to the Polynesian in 22 days? You betcha!

 

[Fish2girls]

Well, now that I have read this whole thread, I feel a bit depressed. I am researching all the deluxe resorts for our Nov. 2008 trip and was all geared up for Poly until now, I'm a bit unsure. I have seen all the new pictures, renovations and reviews and I still want to go but hesitant. I guess it all depends on what your experience, but there are quite a few disapointed people. We have never stayed at the Poly and wanted to try something new! . So should I still concider this resort, it seems nice with all the new renovations . We have only been to AKL, so we are Disney beginners.

 

[DisneyBride'03]

Has the OP returned yet and answered any questions??

Not stating this is true for this OP, but so many times I see a thread started similiar to this one....goes on for pages...and the OP doesnt respond...everyone gets into a discussion over the original comments...

I just wanted to know how management specifically tried to solve the issues the OP had.....
although they are not responsible directly for some of them..IMO

 

[JewelAnn]

I agree that it's great to have a choice from among a number of different types of resorts, but all Disney resorts should be held to minimum standards--including CLEANLINESS and GOOD SERVICE. The Polynesian is the first hotel we stayed in at WDW, and we loved it. We checked it out last fall and thought the common areas looked worn and shabby and were happy that we had chosen the GF instead (despite the trees blocking much of our lagoon/MK view). The service and cleanliness at the GF were wonderful! This fall we're staying at the CR (husband's request), and I hope I'm not disappointed. The next trip will be the GF--assuming the rooms have been renovated. If I have to stay off-site to stay in a nice (I have high standards) hotel (we prefer the MK, so we don't want to stay at the Epcot resorts), we'll spend the rest of our money off-site as well. Maybe if enough people decide to do the same, Disney will get the message.

 

[goofy*gurl]

I'm with you, Fish2girls. I finally convinced myself to *splurge* on the Poly for our trip next March, and now I'm worried we're going to be really let down by the resort. Considering the ridiculous peak season rates we'll be paying to stay there, I don't think it's unreasonable to expect a lot.

We're a family of 5 (including 2 teens) so our options are limited. The Poly seemed like a great fit. (I've always wanted to go to Hawaii!) We haven't been to WDW in over 4 years so I thought it would be a nice treat to stay at a deluxe for our return. (Previous visits have included stays at CBR and PORS).

It's just so confusing and frustrating because I've been reading all of these reports from Poly guests who were horribly disappointed, but then other devoted Poly fans absolutely rave about the resort.

Ultimately, I realize that we will have to judge for ourselves if the Poly is right for us. However, we are a middle income family and I don't want to make a very costly mistake and be terribly let down after anticipating and expecting a magical return to a destination we love.

 

[CoolPool]

Goofy*gurl: It's still Disney not the Ritz. If money is at all a strain, don't do it. Stay at WL or another resort better suited to your budget. You'll be on here after the trip saying that pixiedust didn't float you to your room "and why not?" Because Disney sells location and ease to their parks primarily not white glove service. You are also going during a peak time and all Disney hotels seem to have problems at peak. All of them! But if you are not paying a "strain"ing amount then it won't hurt you as much.

I recently returned from a 5 star resort in a famous resort area and it wasn't perfect either, but I didn't let it stop our fun. I just love being on vacation and the trip is "a trip" for me.

 

[minnie61650]

Goofy*gurl: It's still Disney not the Ritz. If money is at all a strain, don't do it. Stay at WL or another resort better suited to your budget. You'll be on here after the trip saying that pixiedust didn't float you to your room "and why not?" Because Disney sells location and ease to their parks primarily not white glove service. You are also going during a peak time and all Disney hotels seem to have problems at peak. All of them! But if you are not paying a "strain"ing amount then it won't hurt you as much.

I recently returned from a 5 star resort in a famous resort area and it wasn't perfect either, but I didn't let it stop our fun. I just love being on vacation and the trip is "a trip" for me.

One of the reasons I think (JMHO) that Disney has a hard time getting a solid 4 star rating (note they have never achieved a 5 star rating) is because they sorely lack in customer service.

Most 4 and 5 star hotels have experienced staff at the front desk checking in guests and handling customer's question and complaints. The check in is handled much speedier in most cases than at Disney. The staff at a 4 or 5 star is more prepared to answer questions and has the authority to handle most of the guest's complaints in a speedy fashion and to the satisfaction of the guest.

A lot of the CM's at the front desk at Disney's resorts --even their deluxe resorts are trainees-- many of these trainees are college students who are only there for a semester.

I do applaud Disney's college program and think it is great learning experience for them.

But having so many (inexperienced CM's) at the front desk slows down the check in process. Also if a guest has a problem a phone call quite often does not solve the problem.
The guest then needs to go to front desk to talk to talk to a CM in person but there is a long line of guests
so the guest with the problem(s) needs to wait in line which makes the guest even more frustrated.
Once the guest talks with the front desk CM the guest is often told they need to talk with the manager.
Why the manager?
Because the "trainee" CM does not have the knowledge and /or the authority to solve the problem.
What happens if the manager is unavailable?
The guest is given a phone number and told to call the manager later.

Those situations very rarely happen at most 4 star hotels but they happen way too often at Disney !

JMHO

 

[Poly Pal]

For those of you worried about staying at the Polynesian, just go back and review the OP's complaints. Then ask yourself if you had the same "problems" would they ruin your vacation.

Luggage misdelivered. Solution, ride with your luggage on the golf cart with the bellman. We've never checked in any other way, even when the room was not ready when we arrived.

The elevators were old. I honestly do not know what the complaint is here. Heck, at work I ride elevators from the 1930's (that have been rehabbed) and it is my daily Tower of Terror!

The elevators were smelly. O.K., the longest elevator ride at the Polynesian is up or down 2 floors max. I don't ever recall the elevator at the GCH or Tokelau (where the OP stayed) to be smelly. I have been on elevators with smelly people, but the elevators themselves don't smell IMO.

The bathroom doesn't have a fan and has the sink in the same space. This is true and the bathroom can get steamy. My wife and I just keep the door ajar while one of us showers (no peeking )and the other gets ready at the sink. My wife will dry her hair in the room (I think she is just smart to do the "low maintenance routine" at Disney! ) The OP said she read everything she could find on the Polynesian on these boards prior to her trip. Kind of odd she missed this info.

The pool had too many tables and umbrellas. This is a complaint?

The pool did not have enough loungers. The resort has many, many loungers right on the beach adjacent to the Volcano Pool. You can drag one over to the pool if you want (again, this is not the Ritz where it would be "My pleasure, sir!")

The air conditioning shuts off when you open the sliding doors. Uhm, if you are like me, you are always yelling at your kids to "close the door - the a/c is on!" If the OP wanted the a/c to stay on she should have kept the doors to the outside closed.

The air conditioning is loud. This is another problem that I have not experienced at the Polynesian. The resort has central a/c and has certainly been more quiet than those through the wall units at the the Values (and Moderates, too?) Maybe it is quieter at WL since the building is newer? I have not noticed a difference, but then again, in Florida I want a constant blast of cold air in my room .

The room had not been serviced before the OP came back to the room. The housekeeper offered the solution that has always worked for us, "Request early housekeeping." They will do their best to accomodate you.

It was not worth it. Well, worth and value are subjective. As others have posted, if the cost will strain your budget and you will be worried about how much you are spending, then you probably won't have a good time. Just stay where you can afford to stay (or will be happy "splurging" )and you will most likely have a great trip.

 

[Poly Pal]

Deleting duplicate post

 

[eliza61]

Most 4 and 5 star hotels have experienced staff at the front desk checking in guests and handling customer's question and complaints. The check in is handled much speedier in most cases than at Disney. The staff at a 4 or 5 star is more prepared to answer questions and has the authority to handle most of the guest's complaints in a speedy fashion and to the satisfaction of the guest.

A lot of the CM's at the front desk at Disney's resorts --even their deluxe resorts are trainees-- many of these trainees are college students who are only there for a semester.

JMHO

I agree Linda, though I love the deluxes and stay there all the time. Customer service can be spotty but unfortunately it all returns to salary. A good friend of mines is a concierge at the Madarian Oriental, she makes an excellent salary, with great benefits (in a city known for its high cost of living) and the customer service personel all make very liveable wages.
If I was a college student why would I even want to think about working for Disney at the salaries they offer?

 

[SeaSpray]

For those of you worried about staying at the Polynesian, just go back and review the OP's complaints. Then ask yourself if you had the same "problems" would they ruin your vacation.

Luggage misdelivered. Solution, ride with your luggage on the golf cart with the bellman. We've never checked in any other way, even when the room was not ready when we arrived.

The elevators were old. I honestly do not know what the complaint is here. Heck, at work I ride elevators from the 1930's (that have been rehabbed) and it is my daily Tower of Terror!

The elevators were smelly. O.K., the longest elevator ride at the Polynesian is up or down 2 floors max. I don't ever recall the elevator at the GCH or Tokelau (where the OP stayed) to be smelly. I have been on elevators with smelly people, but the elevators themselves don't smell IMO.

The bathroom doesn't have a fan and has the sink in the same space. This is true and the bathroom can get steamy. My wife and I just keep the door ajar while one of us showers (no peeking )and the other gets ready at the sink. My wife will dry her hair in the room (I think she is just smart to do the "low maintenance routine" at Disney! ) The OP said she read everything she could find on the Polynesian on these boards prior to her trip. Kind of odd she missed this info.

The pool had too many tables and umbrellas. This is a complaint?

The pool did not have enough loungers. The resort has many, many loungers right on the beach adjacent to the Volcano Pool. You can drag one over to the pool if you want (again, this is not the Ritz where it would be "My pleasure, sir!")

The air conditioning shuts off when you open the sliding doors. Uhm, if you are like me, you are always yelling at your kids to "close the door - the a/c is on!" If the OP wanted the a/c to stay on she should have kept the doors to the outside closed.

The air conditioning is loud. This is another problem that I have not experienced at the Polynesian. The resort has central a/c and has certainly been more quiet than those through the wall units at the the Values (and Moderates, too?) Maybe it is quieter at WL since the building is newer? I have not noticed a difference, but then again, in Florida I want a constant blast of cold air in my room .

The room had not been serviced before the OP came back to the room. The housekeeper offered the solution that has always worked for us, "Request early housekeeping." They will do their best to accomodate you.

It was not worth it. Well, worth and value are subjective. As others have posted, if the cost will strain your budget and you will be worried about how much you are spending, then you probably won't have a good time. Just stay where you can afford to stay (or will be happy "splurging" )and you will most likely have a great trip.

Well said.

 

[SeaSpray]

I agree Linda, though I love the deluxes and stay there all the time. Customer service can be spotty but unfortunately it all returns to salary. A good friend of mines is a concierge at the Madarian Oriental, she makes an excellent salary, with great benefits (in a city known for its high cost of living) and the customer service personel all make very liveable wages.
If I was a college student why would I even want to think about working for Disney at the salaries they offer?

Because after they've worked at Disney for a while they can add it to their resume' and it's quite impressive to other/future employers. This is a fact, and it's why Disney has a college intern program in the first place

I know many people who either are currently working at Disney World, or who have in the past, and here are many of their reasons: Some people work at Disney because they're not necessarily skilled in a trade and it's someplace to work with great employee perks. At least, to THEM the perks are great (park entry, resort and cruise line discounts, etc). Still others simply love working for Disney World because of how much they've enjoyed being a guest there, and because they want to be in and near the parks, so they work there before and/or after retirement.

 

[ADP]

One of the reasons I think (JMHO) that Disney has a hard time getting a solid 4 star rating (note they have never achieved a 5 star rating) is because they sorely lack in customer service.

Actually, the reason Disney resorts won't get a 5 star rating is because a 5 star hotel requires certain elements and intangibles that Disney can't provide. I believe one of them is exclusive guest access to the resort amenities.

I'm not saying service is not a key element because I'm sure it is. It's just there's more to a 5 star rating than cleanliness of the resort and service.