I would like to know where I could e-mail or even snail mail a concern I had during our last stay at the Polynesian in Dec. 2002. It is not really a complaint but several months later I still feel like the staff at the Polynesian could and should have been more helpful to one of their guest who wanted to extend their stay. In addition it also really bothers me that on two occasions I mentioned to CMs at the Polynesian that I hoped we would be able to stay at this lovely resort during our Nov. 2003 stay and at no time was I informed that there was such a thing as a "come back rate". I would have booked on the spot!
E-Mail Address Needed for Resort Concern
- Thread starter Lisa3
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ducklite
<font color=teal>Take the Poly, it's fabulous!<br>
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I'm pretty sure that the "Come Back" rate was only extended to guests of certain resorts, and the Polynesian wasn't one of them, so the CM's might not have even been aware of it.
As far as extending your stay, is it possible that the resort was sold-out for the dates you wanted to extend to?
While you might have very valid complaints, there might also be another side to the story.
Anne
As far as extending your stay, is it possible that the resort was sold-out for the dates you wanted to extend to?
While you might have very valid complaints, there might also be another side to the story.
Anne
Thanks for your quick reply - I didn't realize that the Polynesian was not inlcuded in the come back rate from the posts I was reading.
The reason we wanted to extend our stay was that we had driven from NJ during the 1st week of Dec. When the Carolinas were hit with that really bad ice storm, we were concerned about driving back in the middle of that. When I inquired about extending our stay I was flatly told the Polynesian was booked solid. We would have stayed anywhere but there was no offer to help find other resort accomodations or even to tell me how to go about doing so on my own. I wasn't even informed of a "waiting list" that I could have been on until it was time for us to leave and then it was too late. I just really expected a little more "customer service" from a deluxe resort.
The reason we wanted to extend our stay was that we had driven from NJ during the 1st week of Dec. When the Carolinas were hit with that really bad ice storm, we were concerned about driving back in the middle of that. When I inquired about extending our stay I was flatly told the Polynesian was booked solid. We would have stayed anywhere but there was no offer to help find other resort accomodations or even to tell me how to go about doing so on my own. I wasn't even informed of a "waiting list" that I could have been on until it was time for us to leave and then it was too late. I just really expected a little more "customer service" from a deluxe resort.
ducklite
<font color=teal>Take the Poly, it's fabulous!<br>
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Regretfully the CM's at that, or any other resort are not in a position to make reservations for guests at any resort other than the one they are working at. You should have simply called CRO, they are the ones that would have been able to handle it for you.
While it must have been frustrating for you, I really don't see where the Polynesian CM's did anything wrong. They offered you what they were able to given the circumstances. Yes, someone probably should have suggested that you call CRO, but my bet is that most of the resorts were dealing with the same problem. The CM's might have been aware of this, and didn't want you to waste your time--although they probably should have given you the option of you making a call to CRO regardless.
Anne
While it must have been frustrating for you, I really don't see where the Polynesian CM's did anything wrong. They offered you what they were able to given the circumstances. Yes, someone probably should have suggested that you call CRO, but my bet is that most of the resorts were dealing with the same problem. The CM's might have been aware of this, and didn't want you to waste your time--although they probably should have given you the option of you making a call to CRO regardless.
Anne
Trekker
I've gone to find myself, If I return make me stay
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Rather than try to tell you why you are wrong to want to contact WDW, I'll just suggest that you go to:
http://disneyworld.disney.go.com/waltdisneyworld/index
at the bottom of the page on the left there is a link to guest services. You can send a message from there.
I've used this way of communicating with WDW several times and they have always responded, just be aware it may be 6 - 8 weeks before they respond.
http://disneyworld.disney.go.com/waltdisneyworld/index
at the bottom of the page on the left there is a link to guest services. You can send a message from there.
I've used this way of communicating with WDW several times and they have always responded, just be aware it may be 6 - 8 weeks before they respond.
That's not what guest services told me when they called after I sent them a email regarding the comeback rate. I was told that it was indeed for any resort. I was told that the offer should have been extended to me and she was very apologetic that it wasn't. She then applied the comeback rate to my current reservation. I only decided to email about 2 weeks ago and got the call last week. My previous stay was in late December.
I agree it often takes many weeks for guest services to reply. I was amazed that within 1 week of contacting them by email, I got this call.
You didn't ask for opinions on your situation, so I won't give any.
Good luck!!
I really should let sleeping dogs lie on this one but I will open a can of worms and ask why I am "wrong" to contact WDW. After some of the replies I received, I reread my original post to see if I somehow offended anyone. I guess I am just too nice to see something sinister in providing a little constructive criticism.
It was always my understanding that in a service business the one way to maintain an edge on your competitor is to offer the best possible service. One way to do this is to listen to your customers. As the travel business continues to stumble along in this economy, one thing Disney can continue to do is provide exceptional customer service to every one of its guests. This is a very cost effective way to maintain current customers and entice newcomers.
Maybe I should have worded my post differently. I am not frustrated nor do I feel I have a "situation". I am not looking for some sort of reimbursement or apology. I don't really have a complaint! I want to see this company thrive (especially since I own stock!). I would like it if the next guest who encounters something unexpected on their trip be given a little more assistance than was provided to me. That guest may be you and I would think that you would appreciate a previous guest taking the time to write.
Please don't feel you need to reply, I would rather just drop the whole thing and go back to anonymously reading posts. Just in the future try not to be so critical and read more into what a poster is writing than is really there. Thank you to those who did not offer an opinion where one was not asked for.
It was always my understanding that in a service business the one way to maintain an edge on your competitor is to offer the best possible service. One way to do this is to listen to your customers. As the travel business continues to stumble along in this economy, one thing Disney can continue to do is provide exceptional customer service to every one of its guests. This is a very cost effective way to maintain current customers and entice newcomers.
Maybe I should have worded my post differently. I am not frustrated nor do I feel I have a "situation". I am not looking for some sort of reimbursement or apology. I don't really have a complaint! I want to see this company thrive (especially since I own stock!). I would like it if the next guest who encounters something unexpected on their trip be given a little more assistance than was provided to me. That guest may be you and I would think that you would appreciate a previous guest taking the time to write.
Please don't feel you need to reply, I would rather just drop the whole thing and go back to anonymously reading posts. Just in the future try not to be so critical and read more into what a poster is writing than is really there. Thank you to those who did not offer an opinion where one was not asked for.
I know you said there was no need to reply, but I just wanted to make sure you didn't misunderstand my post and think I had a critical opinion. I didn't, I just didn't want to offer an opinion when it wasn't asked for.
As for your last post, your comments make sense to me and I agree with you. It's unfortunate that when someone posts who rarely does, the first thing they get hit with is someone else telling them how wrong they are.
I would certainly encourage you to at least email guest services and ask them about not receiving the comeback rate. There's no guarantee that they'll give it to you, but I'm not the only one who received the discount after returning home. I've read several reports from people who have had the same results as I did.
Good luck!
As for your last post, your comments make sense to me and I agree with you. It's unfortunate that when someone posts who rarely does, the first thing they get hit with is someone else telling them how wrong they are.
I would certainly encourage you to at least email guest services and ask them about not receiving the comeback rate. There's no guarantee that they'll give it to you, but I'm not the only one who received the discount after returning home. I've read several reports from people who have had the same results as I did.
Good luck!
Sammie
DIS Legend
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You are never "wrong" to contact Disney if you are unsatisfied.
Certainly you can complain to your heart's content and that is your right. As to whether Disney will actually do anything about it other than send you a "form" letter, well you won't know until you try.
The problem is that Disney World is a huge business with thousands of employees and just as many departments.
While it might appear simple to you that while you are at the Polynesian they should make you aware of the Comeback Offers, that is not they way it works with Disney. The marketing department is responsible for these offers and it is very possible Front Desk staff is not even aware of them. Basically it was not their "job" to make you aware and believe me at Disney very few CM's will go beyond their specific job description. Had you not read about the offer on the Net you would not have even known about it.
Same goes with extending your stay, the CM at the Front Desk is only responsible for the services at the Polynesian. I do agree they could have suggested you contact Central Reservations and see what is available at other resorts. While they definitely should have given you that option, doing that for you is again not in their job description.
Not saying this is a good policy, but it makes the explanation as to why things happen easier to understand.
As to posting on Internet forums, you have to become just a little thick skinned and take nothing personal. No one is commenting or being harsh to you the person. They are only commenting to the words you posted. You really can't take it personally or you will never survive the world of Internet Forums.
Certainly you can complain to your heart's content and that is your right. As to whether Disney will actually do anything about it other than send you a "form" letter, well you won't know until you try.
The problem is that Disney World is a huge business with thousands of employees and just as many departments.
While it might appear simple to you that while you are at the Polynesian they should make you aware of the Comeback Offers, that is not they way it works with Disney. The marketing department is responsible for these offers and it is very possible Front Desk staff is not even aware of them. Basically it was not their "job" to make you aware and believe me at Disney very few CM's will go beyond their specific job description. Had you not read about the offer on the Net you would not have even known about it.
Same goes with extending your stay, the CM at the Front Desk is only responsible for the services at the Polynesian. I do agree they could have suggested you contact Central Reservations and see what is available at other resorts. While they definitely should have given you that option, doing that for you is again not in their job description.
Not saying this is a good policy, but it makes the explanation as to why things happen easier to understand.
As to posting on Internet forums, you have to become just a little thick skinned and take nothing personal. No one is commenting or being harsh to you the person. They are only commenting to the words you posted. You really can't take it personally or you will never survive the world of Internet Forums.
Hi Peachgirl -
Thanks for the support. I appreciated your post and I certainly was not refering to you with any of my comments. You offered nothing more than information which is what I asked for.
I have been on these boards for over three years now and at times have seen some really nasty stuff going on here. I know I look new due to the number of my posts but they lost the lion's share of my posts when they upgraded the boards (by the way I never complained about that). Lately, I seem to be surrounded with adults who don't "play" well with others. We need to lighten up and realize we are talking "vacation" - you know that happy time when someone actually takes care of us!
As a Mom of three kids I just want mine and everyone elses vacation to be what dreams are made of.
Thanks for letting me vent.
Thanks for the support. I appreciated your post and I certainly was not refering to you with any of my comments. You offered nothing more than information which is what I asked for.
I have been on these boards for over three years now and at times have seen some really nasty stuff going on here. I know I look new due to the number of my posts but they lost the lion's share of my posts when they upgraded the boards (by the way I never complained about that). Lately, I seem to be surrounded with adults who don't "play" well with others. We need to lighten up and realize we are talking "vacation" - you know that happy time when someone actually takes care of us!
As a Mom of three kids I just want mine and everyone elses vacation to be what dreams are made of.
Thanks for letting me vent.
gepetto
<font color="red">Actually thought WebmasterAlex w
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Maybe Disney didn't mean to offer it to every onsite resort guest. Maybe the CM's dropped the ball. How long was your stay? I think they had a 3 night minimum in order to be eligible. In any case, I would think they could look back in their system and let you know if you are eligible.
If you still have your reservation number you should put in on your email. That may speed things up.
If you still have your reservation number you should put in on your email. That may speed things up.
I really don't want to keep this thing going but please understand it is not my intent to "get something" from guest services. It is all water under the bridge (I missed the AP price increase last fall too - oh well I should have been more alert.). I will wait with everyone else to apply the codes to my Nov. trip
My only motivation is to improve services for everyone visiting Disney. I'm sorry that I don't agree with the philosophy of "It's not their job." If you deal with people in any capacity it is most definately your job to help them to the best of your ability and then some. I was raised to not only do your job but do better than your job. They may not have known the answers to my questions or been able to personally do something to help me but I at least deserved to be treated politely and as if it really mattered whether or not I returned to WDW in the future. It was more the indifference I had a concern about.
Now, on to more important things in life like deciding how many character breakfasts I should book (Mickey, Pooh, Cindy - so many decisions)!
My only motivation is to improve services for everyone visiting Disney. I'm sorry that I don't agree with the philosophy of "It's not their job." If you deal with people in any capacity it is most definately your job to help them to the best of your ability and then some. I was raised to not only do your job but do better than your job. They may not have known the answers to my questions or been able to personally do something to help me but I at least deserved to be treated politely and as if it really mattered whether or not I returned to WDW in the future. It was more the indifference I had a concern about.
Now, on to more important things in life like deciding how many character breakfasts I should book (Mickey, Pooh, Cindy - so many decisions)!
SuzyQue
Serious Mickey Nut
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Your post was of interest to me because I just came from the site that Trekker referred you to. We just returned not to long ago from our second trip staying onsite. There were a few problems with our room. Although they were nothing major, the more I thought about them, and the more I thought about how much we paid for the room, I decided to at least write and let Disney know. This way, just maybe, they will be taken care of, and the next residents of the room won't have them. We stayed in a different Bldg. our previous visit and didn't have any problems so I know this might have been an isoloated incident. So you go right ahead and send all your thoughts on to Disney, I know they are listening. ~~
~
Sammie
DIS Legend
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Originally posted by Lisa3
I really don't want to keep this thing going but please understand it is not my intent to "get something" from guest services. It is all water under the bridge (I missed the AP price increase last fall too - oh well I should have been more alert.). I will wait with everyone else to apply the codes to my Nov. trip
My only motivation is to improve services for everyone visiting Disney. I'm sorry that I don't agree with the philosophy of "It's not their job." If you deal with people in any capacity it is most definately your job to help them to the best of your ability and then some. I was raised to not only do your job but do better than your job. They may not have known the answers to my questions or been able to personally do something to help me but I at least deserved to be treated politely and as if it really mattered whether or not I returned to WDW in the future. It was more the indifference I had a concern about.
Now, on to more important things in life like deciding how many character breakfasts I should book (Mickey, Pooh, Cindy - so many decisions)!
You are definitely right, whether it was thier job or not they should have given you sufficient information and done so politely. I would definitely let them know.
I am not excusing anyone's behavior if they were indifferent or rude I just know how policy works at Disney and sometimes it prohibits CM from helping someone in a particular situation. I am not sure how they decided who was notified of the ComeBack Rates, but I do know not everyone was notified during their stay.
I would voice your concerns in email to them. It can only help.
ducklite
<font color=teal>Take the Poly, it's fabulous!<br>
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Sorry if you got the impression that I thought you wre "wrong" to contact WDW...nothing wrong about that at all. I was just pointing out that I'm not sure anyone did anything wrong, either.
The one thing you should probably stress is that you were looking to stay over and spend extra $$, and although you undertsand that there were no rooms available at the Poly, no one dorected you to CRO for the possibility of space at another resort.
Anne
The one thing you should probably stress is that you were looking to stay over and spend extra $$, and although you undertsand that there were no rooms available at the Poly, no one dorected you to CRO for the possibility of space at another resort.
Anne
Gottalovedisney
<font color=6699FF>Looking to obtain world peace t
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Hi Lisa3,
Just to let you know, we had the EXACT same situation as you. We stayed at the Polynesian, concierge, this past December. We had some problems at check-in which made for a rather stressful vacation. We were also planning a return trip, and mentioned it several times to the CM's but never heard a mention of the come-back rate. When we arrived home, I sent an email to guest services regarding the problems we encountered. In a few weeks I received a phone call from Guest Relations. During our conversation, I mentioned we'd like to come back in November. After putting me on hold for a few moments, she said that someone would be calling me back shortly. In about an hour, I received another call from a wonderful CM, Carol Anne, who said they'd like to offer me the come back rate for my November trip. I booked the the BC right then and got an awesome rate
Just so you know, Disney does listen
Good Luck!
Tracy
Just to let you know, we had the EXACT same situation as you. We stayed at the Polynesian, concierge, this past December. We had some problems at check-in which made for a rather stressful vacation. We were also planning a return trip, and mentioned it several times to the CM's but never heard a mention of the come-back rate. When we arrived home, I sent an email to guest services regarding the problems we encountered. In a few weeks I received a phone call from Guest Relations. During our conversation, I mentioned we'd like to come back in November. After putting me on hold for a few moments, she said that someone would be calling me back shortly. In about an hour, I received another call from a wonderful CM, Carol Anne, who said they'd like to offer me the come back rate for my November trip. I booked the the BC right then and got an awesome rate
Just so you know, Disney does listen Good Luck!
Tracy
Hi Lisa,
I'm sorry you had a difficult time and i definately agree that you should have been offered the comeback rate...i for one would have been very disappointed if they had not offered it...especially if i had plans to come back..
Please dont hesitate to call them and let them know your feelings...I bet they will offer you the rate for Nov..
As far as the other situation...Poly is a very expensive hotel and with that comes expectations...you were their guest and they should have made sure there was a room available for you anywhere...someone definately dropped the ball on that one...you should let disney know because i do know that they care about customer service...Good luck!!
I'm sorry you had a difficult time and i definately agree that you should have been offered the comeback rate...i for one would have been very disappointed if they had not offered it...especially if i had plans to come back..
Please dont hesitate to call them and let them know your feelings...I bet they will offer you the rate for Nov..
As far as the other situation...Poly is a very expensive hotel and with that comes expectations...you were their guest and they should have made sure there was a room available for you anywhere...someone definately dropped the ball on that one...you should let disney know because i do know that they care about customer service...Good luck!!
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