Ok will say all our check ins have been fine except one. I will say it was the worst Disney experience ever from statt to finish and kind of glad it happened to us "regulars" and not a family on their first vacation.
So we checked into Poly and it was fine. We got a theme park view and everything was great. Take our stuff to the room and head off to the parks. I was a seasonal CM so will be 100% clear we were on a CM discount so weren't expecting anything magical just a here's your room have a nice day. That's exactly what we got and life was good.
So we head out to Animal Kingdom and do rides, fps, no issues. Go to eat at a QS and low and behold we are told we've used all our dinning plan entitlements! We had been in Orlando for all of 3 hours and supposably we used 16 qs, 16 ts, and 16 snacks with in that time?! No way I say cna you check with someone else's band maybe mine just has a glitch. Nope still 0. They let us order and tell me to step aside and wait and manager woukd could out and look at it. Still no manager but food has come. Manager finds us in the dinning room and says oh we couldn't figure it out but we charged your credit card on file and you can just have the resort credit it back later. My then bf now fiance was fuming at that. He was shocked they just charged the card with out asking as we weren't informed that would be the option if they couldn't figure it out. We would have been fine if they were upfront but were taken aback at how easy they charged it with out our pin or anything.
Ao we leave our friends who we treated to this trip and fiance and I head back to Poly to get it straighten out. At no point are we offered an appolgy or smile. Just a ok we fixed it. I asked how can we be sure. They said no way to know until you buy something. We said that is really bad as we weren't hungry. We got a sucks to be you mentality. Finally I remember the cups! We hadn't picked up the included mugs. So i go to captain cooks and of course shows we already picked them ul its a no go. Ugh. So they say they need to do some work on our account why don't we go relax in our room instead of waiting in the lobby. We agree great idea so go to the room. Well we get to the room and as we open the door a cieling tile falls and water is pouring from the ceiling. I call the front desk (i know bad call doesn't equal front desk) and go straigt to asking for the right people using CM terms. That was the trick got who I needed. They appologize, rebook the room, rebook the dinnig plan, gice us a credit, give names and shifts in case there were any other issues. We move rooms it is good dinning plan works all is great disaster averted. We actually got a call from someone even higher up to make sure everything was fixed. So we have what eneds up being a pretty good trip (minus a terrible Ohana reservarion) and it is time to go. Fiance checks his credit card statement before we check out and sees 2 charges only 1 that makes sense as he keeps a tab of everything put on the band. So we look and see one was actually the exact cost of the dinning plan. Weird I know since we already paid our balance and the dinning plan on day 1. We go down get a CP. They are clueless so say let me get you an expert. No problem so called "expert" says it is just pending which we point out that charge isn't it says posted. He fights I mean we are talking hundreds of dollars here. We talked through the earlier issues and reboking to fix the dinning plan plus room change and that it apoeared when they "rebooked" us it charged the dinning plan a second time even though we had paid. He calls us liars insinuates we are trying to steal from Disney. I say this is the worst Disney experience I've ever had. He says your a CM give me your blue id so I can go cut it up because you can not disparage the mouse in front of guests. I say lets take it backstage and I'd love to get the person I spoke to earlier who I know is on duty involved. Fiance says it isn't worth it our magical express is arriving and we can't be late to the airport so he'll just disput the charge with the creit card company. Lo and behold we get to the airport and we have a phone call from the fromt desk CM appologizing saying we were right and they had double processed the dinning plan charge so they initialed the refund and we should see it with in a week. The first and last days of that trip were honestly the worst experience I had ever had at Disney and I'm at least glad management ernt above and beyond to address the situations and make it right but some of those things shoukd have never happened in the first place (saying we were liars, insinuating we were idiots, and threatening my job) so it did make us feel tarnished to the Poly. We gave it a 2nd chance 3ish years later snd was so glad we did as that trip was the exact opposite.
