Disappointment with Tokelau Longhouse

[Sammie]

While some members may be slobs as you say, it has nothing to do with hall and building maintenance which were most of the issues that needed to be addressed. These are issues that that 5 or 10 or more staff members walk by and ignore. IMO the issue is reduce costs while still receiving DVC funds. We have all seen or heard of cutbacks while at the same time WDW appears to be trying to find any and everyway to increase revenue. I think Resort Mgt has a short-term look at how it cares for the resort and is looking at financial goals on a monthly or qtrly basis no matter the impact on guest experience. There obviously needs to be a balance in guest experience and costs/budgets, I think they have swung the pendulum to far in one direction. Another thing to me that was telling was that at most other resorts we have stayed at the housekeeping staff (almost to a fault) stop what they are doing or slide to the side when guests are coming through. At the Poly it was almost the reverse where I had to say excuse me so I could pass through. I am attaching a blurry picture of the carts and laundry in the hall.

But they are working. Where are carts and such suppose to be? This would be something I would never think to complain about unless over night.

 

[MaleficentRN]

But they are working. Where are carts and such suppose to be? This would be something I would never think to complain about unless over night.

They are supposed to be against the wall.

 

[gdrj]

But they are working. Where are carts and such suppose to be? This would be something I would never think to complain about unless over night.

Understood, if this was the only issue. This photo was also a random day. Try walking past that with your carry-ons. Add (as was my check-in) 2 or 3 staff members next to the carts not moving for you and you having to say something to interrupt their conversation. Another day they were loading a cart with towels etc., and they blocked the entire hall, and not even acknowledging your presence. Typically staff will stop what they are doing move to the side and actually offer you a greeting. Also I don't understand why bags of dirty linens would sit out all day and be collected later, or trash sitting out there (which probably accounts for some of the stains).

 

[southerngirl528]

nother thing to me that was telling was that at most other resorts we have stayed at the housekeeping staff (almost to a fault) stop what they are doing or slide to the side when guests are coming through. At the Poly it was almost the reverse where I had to say excuse me so I could pass through. I am attaching a blurry picture of the carts and laundry in the hall.

I have to agree about the carts in your photo. If the fire marshall saw that, it would not be pretty IMO. The hallways must be kept at least reasonably passable. In all my times of being at the Poly from both staying at the PVB (Moorea) to visiting friends there, I have never seen the carts abandoned in the middle of the hallways like that. And SO many piles of laundry at the same time?? I do not understand that. There is a Housekeeping Service room on each floor from what I have seen.

 

[jerseyduke]

Poly is pretty notorious for the quality of its housekeeping, which is to say the lack thereof.

That pretty much hits the nail on the head. My last stay there was some bodily fluid, presumably mucus, smeared down the inside of the elevator door in Tahiti for days.

Had to go to a different resort. I chalked it up to the rehab that was upcoming and they were letting things slide. Apparently not.

 

[Dreamin192]

I'm not a DVC owner but I have been debating booking a Poly Villa and figured this was the best board to look at for info. We stayed in a regular Poly room last year and I wasn't impressed, the whole room was worn, one of the closet doors was broken, a light didn't work, just to name a few things. I love the location of the Poly and the idea of more floor space in a studio with twins in pack n plays but I think I'll hold off until things get better there. I was hoping the DVC side would be better but I guess not.

 

[tb1972]

We stayed in Tokelau last month. The faucet in the kitchenette didn't work. I phoned housekeeping but no one showed up...I didn't bother following up as we weren't cooking in the studio and it wasn't a huge inconvenience. Additionally, there were cookie wrappers found under one of the beds.

 

[Sammie]

Understood, if this was the only issue. This photo was also a random day. Try walking past that with your carry-ons. Add (as was my check-in) 2 or 3 staff members next to the carts not moving for you and you having to say something to interrupt their conversation. Another day they were loading a cart with towels etc., and they blocked the entire hall, and not even acknowledging your presence. Typically staff will stop what they are doing move to the side and actually offer you a greeting. Also I don't understand why bags of dirty linens would sit out all day and be collected later, or trash sitting out there (which probably accounts for some of the stains).

The carts should be against the wall, so bell captains can get by. Laundry and trash is left until they are through and all collected at the same time. Seems two factors here, housekeeping not paying attention to guests coming and going and narrow halls.

 

[LauraLea]

housekeeping not paying attention to guests coming and going and narrow halls.

That is just it, the hallways here are very wide, esp when compared to BWV. Housekeeping must just assume since they have all this space, they might as well use it. But still they need to not use the entire space.

Laura

 

[Tikiman]

gdrj, you are looking too close, put the pixie dust back in your eyes!

Disney isn't perfect and you can find issues at all of the resorts. Some resort managers seem to do a better job more than others but Disney tends to rotate the managers after a few years.

I know that the current GM at the Poly was the GM for the Poly and GF. Now that he only has the Poly, you would think that the issues could be better addressed. Make sure that your findings gets forwarded to him.

Bill

The GM is no longer Norm Nobles (who was in charge of the GF and Polynesian for a while).

I agree that not only are guests more abusive to the rooms and resort as well as they leave a terrible mess. I see areas that are totally new that look old and warn in a matter of weeks. I had been in a room that had reopened after being completely done that week and it was beat up by previous guests like it was a year past its renovation.

On the other hand they don’t seem to walk the resort to see what needs maintenance until enough guests complain. Also Housekeeping has done a poor job on every room Ive been in the last few years including a dirty bungalow. How do you sweep stuff into a pile and leave the pile sitting there in a room that cost that much….or any room. My last few visits I would come back to the room in the late evening (5 or 6 pm) to find they just started my room and I had been out of it since early morning. I then had to wait to get cleaned up for dinner and they did not do a very good job. I got to the point where I just keep the do not disturb on the door and make my own bed.

I wish that complaining made the difference but I have not yet seen things change since it started getting bad in the early 2000’s. I’m hoping the GM and some manager changes will make a difference but it does not sound like it has yet.

 

[disneynutz]

Maybe moving the GM's and other executives around all the time is part of Disney's problems.

Bill

 

[gdrj]

Maybe moving the GM's and other executives around all the time is part of Disney's problems.

Bill

Valid point, no ownership of the Resort if mgt keeps changing.

 

[Tikiman]

Maybe moving the GM's and other executives around all the time is part of Disney's problems.

Bill

The last GM was there 7 years. Doesn't seem like they move them around that often.

 

[ParrotBill]

As an owner for many years, I can easily say the qualify of houskeeping has declined, mostly due to increasing the room load on fewer employees. I've had many of the smaller issues like poor vacuuming, trash not emptied, and wrong # of towels. I've always viewed hallway conditions as a function of how long it's been since last rennovation but the OP's observations are pretty bad. I would report that for sure. I am more worried about not having a clock in my room...

 

[jerseyduke]

Maybe moving the GM's and other executives around all the time is part of Disney's problems.

Bill

More like laziness or apathy of the housekeeping staff.

Last time I stayed there (2012 - Tahiti) we got a room where apparently the previous occupant had a problem with brushing their teeth. There was toothpaste spittle on numerous spots on the bathroom mirror and counter. That is someone's bodily fluid!

I did complain, got a night comped. Day 2, when they had not tended to anything, I asked for my credit card to be credited the remaining nights, and moved to Port Orleans River side. Ended up in a smaller room, that was, by comparison, immaculate. Not as prime of a location, grounds aren't quite as nice, but a nice resort, clean room, and half the price.

 

[disneynutz]

The last GM was there 7 years. Doesn't seem like they move them around that often.

I know that the BWV GM was at AK/AKV then GF/VGF then BWI/BWV in a period of about 7 years so that is what I was basing my post on.

Bill

 

[CarolMN]

I wish that complaining made the difference but I have not yet seen things change since it started getting bad in the early 2000’s. I’m hoping the GM and some manager changes will make a difference but it does not sound like it has yet.

I wonder if we are complaining to the wrong people - at least for the POLY. Perhaps it would be more effective to write to DVD. There are still a lot of POLY points to sell and these types of issues are not going to help if they become widely known.

FWIW, we did not have housekeeping issues for our December Poly stay (Lake View) and I honestly cannot remember anything for our numerous stays at the BWV that wasn't addressed in a timely manner.

 

[MJTinNH]

We stayed in a new room at Moorea last early May. Not long after they had opened it up to DVC. I have news, the finishes are not 1st class by any means. That means to me that things will deteriorate faster. I loved the location too. Lake view with fireworks to see from MK every night. We are staying again for just a few days this coming May. It will be interesting to see the condition of the rooms just a year later. (if we get Moorea again) Booked Lake view again. As to the cleanliness of WDW and the Resorts in particular; since most of those have been turned into contracted services and no longer Disney employed, the conditions have gone downhill. Disney has to re-invest on the upkeep if they want to continue to appeal to an upscale market, which seems to be their new "business model".

 

[Lisann]

I recently stayed at Poly in the Tokelau Longhouse. Absolutely love the resort, the new pool, and the general vibe of the resort. That is why when we looked to add on we purchased our second contract at the Poly. Tokelau as many of you know was the last Longhouse to open, months after the first two.

I was so disappointed in the cleanliness of the building and the general upkeep. We had checked in on a Saturday so I gave it a few days (thinking Monday might have a full crew). I spoke to a mgr on Tuesday early AM and late Tuesday when not one of the issues had been remedied. While I received lip service of the importance nothing was done until Thursday after a few e-mails back and forth. While the issues by themselves were insignificant when you add them up it is something that truly is concerning. I did speak to DVC and sent photos to them; again they gave me the lip service, who knows if it will actually mean anything.

I noticed these things, too, on my recent stay (this past week). I won't be back anytime soon unless I hear of improvement. And I am penning a letter to the GM, noting the bad, and the good, but emphasizing the bad. I was not impressed with this last stay. How sad.

 

[_auroraborealis_]

It will be interesting to see the condition of the rooms just a year later. (if we get Moorea again) Booked Lake view again.

If you booked Lake View Poly DVC, you get Moorea. There is no other option.