BC--We went to the gift shop to retrieve packages delivered from the Studios. CM couldn't find it and said he didn't have time to check items with missing tags. Three different CMs on three different shifts gave us the same run around. Packages were logged as received. Finally got a hotel manager who said the gift shop employees don't report to him but he sent a CM over to the Studios to repurchase the items.
POP--Message on the phone indicating package had arrived, CM promptly got the packages. Even took the time to help us open the package, to make sure nothing was broken and then wrapped the items in bubble wrap so we could bring it home.
BC--Drain in the shower was clogged when we got there. Three calls to maintenance, over the course of day and nothing. I finally told the manager I waited long enough and my daughters were going to shower even if though it would flood the bathroom. Maintenance got there in 5 minutes.
POP--I called for extra towels (for the pool). A CM got to my room in less then 5 minutes. When I got back from the pool there was a voice message, a few minutes after I got the towels, letting me know the towels would be there shortly and to call if there was a problem.
AKL--I asked if they could print my SW BP. They said there computer was down every (I think Wed night) and they couldn't. I later found out the internet is always available and the CM could have printed the BPs.
POP--My 24 hour window was going to come up while I was at
MNSSHP. I asked the CM if she could print my BP,later at the 24 hour window. The CM said she'd be happy to do it if I came back, I explained where I'd be. She said she couldn't guarantee she'd have time to do it but my BPs were waiting for me at the front desk when I got back.
AKL--I ordered room service for breakfast, leaving the order card on my door. After room service was 45 minutes late I called. I was told they didn't have my order, and kids take the cards off the doors. They didn't have an answer when I asked why they still suggest that method of ordering. 45 minutes later I had breakfast. No apology and nothing was comped. The next morning I was awakened with room service, I told them I didn't order room service. I got back to sleep. An hour later I was awakened by a knock on the door asking if I was finished and if they could take the tray.
Dirty room service trays that were outside other guests rooms when I left for the parks were still in the hall in the afternoon when I came back.
POP--CMs were constantly making sure the resort was clean. Obviously POP doesn't have room service but if they did trays wouldn't be left outside the rooms for hours.
My service expectations at a Disney value resort were very low. I assumed the service would be inferior to the mediocre (at best) service I received at the deluxe hotels.
The attitude, and service, by the CMs at POP were indicative of the kind of "magic" Disney used to be known for. The CM wrapping a breakable in bubble wrap as opposed to refusing to look for a package that was logged in. The CMs at the deluxe hotels acted like they were "over worked and under paid" and couldn't even be bothered doing their jobs.
JMO but the GF is a three star hotel that's "themed" to resemble a 5 star resort.
What "service" at Pop Century could not have "exceeded" expectations?
Yes, during my stay I found the service "good" - in that its what is expected of any motel. The room was clean, the grounds were maintained, the television worked for most channels. No one is saying the place is a back highway flea farm.
But is that all it takes to make "Disney service" these days?
