Disappointed with the Poly

[CarolA]

The loooong time it takes to check in is my #1 complaint with the Disney hotels. Directly attributable to having inept desk clerks and not enough of them.

It just isn't that hard to hire desk clerks and train them, for Pete's sake.

I don't think is "directly attributable" Have you ever listened to what your fellow travelers are asking them? It's not at all uncommon for the guest to get up there and want to purchase tickets and NOT have a CLUE! They don't know how many days, they don't know if they want to hop etc....

And then there are the folks on this board... They have 1,000 'special requests' and "can't you SEE if you can get me XYZ"??? All of that takes time.

I have never had a really slow check in. However, ALL I do is get the room. I don't need anything else and it seems to go fast once I get there..... So I think it's more due to requests like "tickets, Print out my ADRs, get me a special room, is my box of water here yet and so on......"

 

[Lewisc]

who pays rack rate?

A lot of customers, probably not on DIS, pay rack rate to Disney. A number of posters weren't able to book free dining rooms at the POLY.

Available rates at hotels like the Ritz Grande Lakes, Hyatt Grand Cypress, the Peabody and even the Universal hotels are frequently lower then available rates at WDW deluxe hotels.

 

[noseybuddy]

I have stayed in Disney hotels from Value all the way up to Deluxe. I have been treated the same at every resort no matter what I paid. I truely believe that you are paying for locaton and a bigger resort with extras like restaurants, etc. To me I don't care what you pay the service should be good no matter what resort you stay at and what you pay. People believe because they are paying high dollar for deluxe resorts that they should be treated better, good service should be everywhere! My biggest disappointment was the GF, really minor things mostly but the dirty room really bothered me. I think what bothered me the most was the i don't care attidude. Just not accapetable no matter where you stay.

 

[noseybuddy]

A lot of customers, probably not on DIS, pay rack rate to Disney. A number of posters weren't able to book free dining rooms at the POLY.

Available rates at hotels like the Ritz Grande Lakes, Hyatt Grand Cypress, the Peabody and even the Universal hotels are frequently lower then available rates at WDW deluxe hotels.

I had a ressie at PBR at Universal/IOA for this August for 4 nights/five days with tickets. I wound up cancelling and booking the Poly for the same time, dining plan and park hopper. Buy the time I would have added in money for meals at US/IOA it was going to cost me the same as Disney. At Disney at least I am getting more parks to go to and for the same amount of money.

 

[Cool-Beans]

I don't think is "directly attributable" Have you ever listened to what your fellow travelers are asking them? It's not at all uncommon for the guest to get up there and want to purchase tickets and NOT have a CLUE! They don't know how many days, they don't know if they want to hop etc....

And then there are the folks on this board... They have 1,000 'special requests' and "can't you SEE if you can get me XYZ"??? All of that takes time.

I have never had a really slow check in. However, ALL I do is get the room. I don't need anything else and it seems to go fast once I get there..... So I think it's more due to requests like "tickets, Print out my ADRs, get me a special room, is my box of water here yet and so on......"

None of that negates the fact that check-in could be faster if they had more desk clerks. If what you're talking about happens on a regular basis - and I'm sure it does - Disney is aware of it and ought to staff appropriately.

I'm not about to blame the fact that the there is a long wait on the customers. The fault lies with management - poor staffing and poor training.

I have had many, many looooong waits for check-in, as well as many clerks who had to recruit a fellow desk clerk to help them (with simple things like making a key or walking someone in). So many that I know it isn't a fluke or a bad day. I'm not saying it happens every time, but it happens enough.

And, like you, all I need them to do is print my reg card, have me sign it, and give me my key.

 

[CarolA]

The last time I checked in to CBR EVERY station was FULL..... I am not sure where they were going to put more desk clerks..... (And they did all seem to know what they were doing unlike thier guests the majority of seemed truly clueless. One guy got there on the WRONG day and seemed more then a little upset that he could not get some fantastic "discount" LOL!)

 

[bonnielynn]

I have to say reading this post has gave me reason to pause... I am staying at the poly this September for my 40th b-day with all my kids... since I want it to be special, I am wondering if I should change the reservation to another resort...

I have stayed at the WL and loved it, but they didn't have any rooms for the time that I was staying...

I was so looking forward to it, but I wonder if I could go a different route and be happier???

 

[Lewisc]

Rumor is Disney is considering letting guests check into their resort at MCO. That's a logical extension of DME. Check in, get your room key and go directly to a park.

At POP the CM that checked me in wouldn't upgrade my tickets. I had to wait on the guest services/concierge line after I checked in. I'm not sure if that policy has been extended to other resorts but that facilitates check in, at the expense of customers that want to buy/change tickets.

edited to say Disney knows how many rooms are in each resort and how long the average guest stays. Disney should also know how long it takes to check in the average guest. Guests have questions on passes, park hours, EMH etc. That's nothing new, that must be taken into account in determining how many guests a CM can check in per hour. It's Disney's fault if they don't enough space to accomodate enough desk clerks to handle the needs of the resort.

The last time I checked in to CBR EVERY station was FULL..... I am not sure where they were going to put more desk clerks..... (And they did all seem to know what they were doing unlike thier guests the majority of seemed truly clueless. One guy got there on the WRONG day and seemed more then a little upset that he could not get some fantastic "discount" LOL!)

 

[disneyfan67]

A lot of customers, probably not on DIS, pay rack rate to Disney. A number of posters weren't able to book free dining rooms at the POLY.

Available rates at hotels like the Ritz Grande Lakes, Hyatt Grand Cypress, the Peabody and even the Universal hotels are frequently lower then available rates at WDW deluxe hotels.

I have seen rates for the Ritz Carlton and the neighboring JW Marriott property go for $178 a night and have seriously considered staying there. I've seen Disney moderates go for that much. I just went to their website and tried the reservations link with AAA and without. Even without AAA discount, the rates are below $200 dollar mark, not by much, but it's still under 200 dollars.

 

[lost*in*cyberspace]

I agree. A lot of people make the mistake of thinking the high price tag of some WDW resorts, means luxury and white glove service.

I agree as well! No Disney resort comes close to a true luxury hotel.

 

[LoveKermit]

Bonnielynn....

Go with what your gut tells you. I was feeling the same way. Before rooms opened up at the Poly we were booked at BWI. But my DH (and this is really his trip) wanted to stay at the Poly. I've read just about every post on this thread and I'm sticking with it (and not telling DH about it until maybe after we get there).

I understand everyone not liking the "it's Disney, so oh well" excuse. We are really tired of that too. But your vacation is what you make it. Going to WL, as the OP did, was great. They were assertive and took care of their frustration. But I am still looking forward to my vacation 100% (probably because I really need it). And we're not in it for a bargain either. It's a big splurge. So be it.

 

[tigger536]

I don't mind a slow check in. Not ideal, but I don't mind. What I do mind is rudeness. The Poly CM tht checked us in was mean and rude. He wouldn't listen, cut off everything I tried to say, talked to me like I was a child and a whole bunch of other stuff that is a too long of a story to get into. The worst employee I have ever encountered at Disney. Ever.

Oh...side note...we wrote a letter to Disney about what happened to us. No response.

Side note two: while we no longer stay at the Poly, we love the restaurants and go back thre every trip. On our last trip (January 2007) I noticed the evil CM was still there...working his "magic" at the front desk...

 

[Fish2girls]

We just returned from the Poly only two weeks ago and I have to say we had a wonderful time with no complaints about the service. We were in the King Club Hawaii Bldg and when we arrived the bellmen were really busy and I guess they are suppose to get you to the bldg right away but it did take about 20 minutes and they were just apologizing for that and giving our kids gifts for the wait. That did not wreck our vacation at all we just went on about our day no big deal.
We did come back to our rooms usually after lunch for the kids to get a break from the heat and swim a little to relax and had no problems with the rooms being cleaned by 1:00, I could not tell you what time they cleaned because we usually left pretty early. Our room was at the end of the bldg on the 3rd floor we were actually the last room before exiting and had no problems.
I found the staff to be quite friendly and very good with the kids.
I loved the location with being close to mk and having the monorail and being clsoe to the ttc for epcot it was a great benefit I thought. We did all the parks and used the bus transportation for the other parks and I believe only had to wait maybe 20 minutes once for a bus to animal Kingdom. At the end of the day the buses were quite full but I found that many adults would give up their seats for kids and older people which I found really respectful and kind.
The air in the Hawaii bldg was central air and we never had a problem with the noise. I believe at most hotels and even cruises when you open your balcony door and leave it open the air shuts off. I don't think that is a bad thing though.
We did have the turn down treatment but I can not tell you what time that they came because we were never around until usually late. But that was a special treat to come back and have a chocolate on your pillow waiting for you.

I guess that you would just have to know your own taste and know what kind of place you would like to know if it's worth it for you to stay at any hotel. When I read some of the reviews I just read them and decided for myself if it was best for my family or if it's something that would bother us?

I'm glad that the op did move to another hotel if that suits them better, but you souldn't let any other complaints sway you from something that could happen at any other place also.

Sorry for being way too long just rattling I guess!

Dawn

Dawn, Thank you very much for this post I want to book Poly for Nov. 2008 but after reading all of these posts, 90% of them are negative! It is refreshing to see a positive post with a light at the end of the tunnel Is the building really going to fall apart? Again, I thought ALL of the rooms were fully redone as of 2007, the new pictures on allears look great and the bathrooms looks beautiful with the marble look in the showers and the new sinks. I don't understand all the negativity, is the service REALLY aweful? Should I reconcider? I am so confused, if this thread was about any other resort in Disney would it also be this long and this negative? Or is Poly one of the least favorites of the DR's? I just have a bad feeling in my stomach about the whole thing I hope there is some good about the Poly I like to find the good in everything
Thanks so much!!!!

 

[Mary2e]

There really is nothing wrong with the Poly. The redo is quite nice. My room was clean and in good condition. I had no problems with the front desk, check in was fast and trouble free.

The issue I have had for the past several years is that they are charging 5 star prices for 3 star hotels.

For the same or less money you can and will get a far better hotel/resort experience with minimal loss of the "extras" being on site provide.

We have stayed at many of the deluxes through the years and also at the Hyatt, and while we still will stay on Disney property, we will only do so when it is at our convenience. The rest of the time, it's the Hyatt, hands down. This is a big big difference from our behavior 3 years ago.

Perhaps if more people didn't buy into the "ambiance" line and stay at other hotels, Disney wouldn't continue to charge the rates they do for the mediocre service they provide.

 

[Cool-Beans]

Dawn, Thank you very much for this post I want to book Poly for Nov. 2008 but after reading all of these posts, 90% of them are negative! It is refreshing to see a positive post with a light at the end of the tunnel Is the building really going to fall apart? Again, I thought ALL of the rooms were fully redone as of 2007, the new pictures on allears look great and the bathrooms looks beautiful with the marble look in the showers and the new sinks. I don't understand all the negativity, is the service REALLY aweful? Should I reconcider? I am so confused, if this thread was about any other resort in Disney would it also be this long and this negative? Or is Poly one of the least favorites of the DR's? I just have a bad feeling in my stomach about the whole thing I hope there is some good about the Poly I like to find the good in everything
Thanks so much!!!!

There is nothing wrong with the Poly that isn't wrong with the rest of Disney's hotels, too.

And the rooms I've been in have been fine. No falling apart. They're a decent size - especially for Disney - too. I liked them allright before the re-do and like them even more now. I don't care for the big ol' TV, but most people like it.

The service isn't awful. By and large, it is average. The cost isn't average, though - it's high. That's what people like me are wondering about. Why we pay all the extra money for average service when we could go somewhere else and get the same (maybe better?) service, certainly larger rooms...for the same price.

I said before, I've been to the Poly twice this year. It's a nice place to stay if you like the theme and you cannot beat the monorail when it comes to getting to the Magic Kingdom. The Magic Kingdom lagoon views are some of the best views in all of WDW, IMO. Even the garden views can be relaxing. I also like sitting around the pool.

If you're expecting super-duper, better than anywhere else service, then don't bother. If you want a pretty, Polynesian-themed hotel close to the MK, you'll be tickled pink.

 

[Fish2girls]

There is nothing wrong with the Poly that isn't wrong with the rest of Disney's hotels, too.

And the rooms I've been in have been fine. No falling apart. They're a decent size - especially for Disney - too. I liked them allright before the re-do and like them even more now. I don't care for the big ol' TV, but most people like it.

The service isn't awful. By and large, it is average. The cost isn't average, though - it's high. That's what people like me are wondering about. Why we pay all the extra money for average service when we could go somewhere else and get the same (maybe better?) service, certainly larger rooms...for the same price.

I said before, I've been to the Poly twice this year. It's a nice place to stay if you like the theme and you cannot beat the monorail when it comes to getting to the Magic Kingdom. The Magic Kingdom lagoon views are some of the best views in all of WDW, IMO. Even the garden views can be relaxing. I also like sitting around the pool.

If you're expecting super-duper, better than anywhere else service, then don't bother. If you want a pretty, Polynesian-themed hotel close to the MK, you'll be tickled pink.

Thanks so much!!!!!!!!!

 

[kimberh]

I had a ressie at PBR at Universal/IOA for this August for 4 nights/five days with tickets. I wound up cancelling and booking the Poly for the same time, dining plan and park hopper. Buy the time I would have added in money for meals at US/IOA it was going to cost me the same as Disney. At Disney at least I am getting more parks to go to and for the same amount of money.

Universal has pricing brackets on their hotels, just like Disney. I used my Universal Annual pass and paid $159.00 for PBR in May. Then they have a $86.00 5 day ticket or you can get a 3 month ticket from Costcos for $85.00. Just in case you are interested. I just can't bring myself to pay Poly prices. The rooms at PBR are large with a huge bathroom, now the sink is in the bathroom. We had courtyard view, which is where the action is. It is a beautiful resort. The RPH is cheaper, I have paid $129.00 per night for it(AP discount) and it is closer to the Poly in decor.
I am a huge Disney fan, We attend Universal in addition to Disney.

Service is great, no complaints here. Turndown at night. Room cleaned in a very timely manner. Hotel onsite restaurants on wonderful!

 

[bonnielynn]

LoveKermit...

I guess you are right.. I have to see for myself and decide if we like it..
I am going to go and hopefully I will come back with a report that is all sunshine and roses..

Thanks for the pep talk... I needed it..

 

[kimberh]

I just received a email from Delta for vacation deals. Poly is rated 3 stars. They are highly overrated for 3 stars. There were several Disney 4 stars on the Delta email. I have always wanted to stay there. Don't misunderstand what I am saying, I really want to stay there. I just can't justify the money compared to AKL and WL. This is just me. Just wanted to report what I just received.

 

[CarolA]

If you're expecting super-duper, better than anywhere else service, then don't bother. If you want a pretty, Polynesian-themed hotel close to the MK, you'll be tickled pink.

I think that is the KEY. Realize that you are paying for the THEME and the LOCATION and nothing else.

I am in the "are you kidding" school when I hear Disney prices for the "deluxes" The only one I WAS willing to pay for was AKL because I felt it offered something I could NOT get someplace else. (I can get nicer rooms at the Hyatt, the Ritz, the Swan etc, but no giraffes out my window ) However, since I have a DVC membership those days are over. IF I can't stay there on points, I will skip it!

I think to some extent Disney gets away with it because a LOT of thier guests don't have a comparison point. As I read these boards a family that might stay at the Hampton Inn etc. on EVERY other vacation will "splurge" on the Poly, GF etc... I think that if that was my only exposure to "Deluxe" MAYBE my expectations would not be what they are, but having stayed at truly NICE and Luxury hotels...ehh... Disney just didn't compare well. (And the price increases over the past few years were kind of the straw that broke the camel's back...)