Here Now - Pros and Cons (First-Timer's Perspective)

[miamimi]

Of course. But there is no way to guarantee every room is perfect every time. People get lazy or miss stuff. No way to take the human factor out of jobs that humans do. No way to manage it out of them.

If there was a housekeeping supervisor checking the cleaned rooms before the next guest checked in, a lot of these issues would be resolved. When I am paying to stay t the Poly, I do expect everything to be clean and functioning properly.

 

[mom2rtk]

Of course. But there is no way to guarantee every room is perfect every time. People get lazy or miss stuff. No way to take the human factor out of jobs that humans do. No way to manage it out of them.

People also hurry through the job when there isn't adequate staffing and each person has more ground to cover.

 

[DAKL101]

Great review and I am so glad that you did have some pluses. I am sorry that you experienced some problems. Disney is not the same company/amusement park that it was ten years ago. They have got real manic about "saving pennies" and I feel the customer service has fallen substantially. It use to be extremely rare to run across a cast member that was not superbly trained and immensely helpful. Now, they get very little training and they have reduced their staffing. It shows everywhere.

Not true. CMs have extensive training. FD have about two to three weeks plus OTJ. Then, if they are concierge must have 3-4 months at least on the desk before they can move over. Those "phone cms" everyone complains about train for 6/7 months.

In addition, many of them are dealing with really unreasonable and rude guests.
Now, that does not mean they should let their frustrations with guests show but they are human and I am often surprised they can maintain their composure as well as they do. They are ABUSED (verbally) by many guests. I know I've witnessed it and I'm sure many others have too.

Thankfully, we have had the opposite experience from OP. 90% of the CM we encounter are wonderful and never let their frustrations show. To find one grumpy is an exception. I make a point to engage any CM I encounter in conversation, often taking a moment just to chat with them as we sit to eat while they are clearing tables, emptying trash, etc.

This so much. Add that they are on a double or doing things outside of their job. Also, I think expectations are higher than they should be for a large corporation with large hotels and a reduced staff.

If there was a housekeeping supervisor checking the cleaned rooms before the next guest checked in, a lot of these issues would be resolved. When I am paying to stay t the Poly, I do expect everything to be clean and functioning properly.

Then check-in would take twice as long for the one-two supervisors that are in the housekeeping budget would literally have to inspect the 450 regular rooms, plus the 200-300 villas (that are more than one bedroom). I mean if you want to check in at 7-8pm, then sure.

 

[maxiesmom]

If there was a housekeeping supervisor checking the cleaned rooms before the next guest checked in, a lot of these issues would be resolved. When I am paying to stay t the Poly, I do expect everything to be clean and functioning properly.

Unless the supervisor is rushing around and misses things. Again can't take out the human factor.

 

[disneyseniors]

We owned a medium resort, and I managed the cleaning crew.
I agree that management should be held responsible for the work of their crew! I checked frequently, and immediately had the problem corrected before guests arrived. Even though we had exceptional teams throughout the years, sometimes things are "let go" a little. It's human nature.
So, it is imperative for a supervisor to check daily!! and not let up checking. Cleanliness at our resort was something we took pride in,, and our guests appreciated.
So, I guess I feel that excuses should not be made for Disney's lack of this. They need managers who actually care and work directly with the staff, not just answer the phone and say everything will be fixed. They need to follow up on that Personally, or from my experience, it won't get done. I know Disney is mega huge, but they need to address this problem which seems to be getting worse, in my experience at WDW.

 

[mikedoyleblogger]

We're lifelong Disney fans and we know it can be the luck of the draw. I can totally understand OP's situation at Poly. There's always (always) going to be the bad/wonky/dirty room and sad/angry/bored CM, and sometimes you just end up with them. And, yes, even a series of them. I know some people don't believe that, but it's true. Forgive the off-sides example, but two years ago this month we stayed at the Grand Californian at DL. In three days' time and two different rooms, we had a broken AC, an angry maintenance worker who trash talked the resort and its guests who left AC gunk in our toilet, a broken refrigerator, a broken refrigerator cabinet door, dust filming the headboard behind our pillows, and a roach crawling out from under our bed (that I brought alive in a glass to the front desk--hence the room change.) And a lounge server CM who told us off for walking out after waiting 20 minutes for our drink order to be taken. And the only time the front desk CMs cared was when I brought the roach down, because at that point they couldn't tell us that we were being picky. So it really does happen. Meanwhile, two months later we went back and stayed at DL Hotel and the resort and CMs were magical beyond belief.

Our last stay at WDW we didn't like very much, for some of the reasons OP writes (cleanliness, unhappy CMs.) But after that stay from hell at the Grand Californian, we know now it can happen like that on both coasts. We still went back to DL, and the experience taught us to give WDW a break, too. (That's why we're going back this week!) But it really does happen sometimes, even in the best of places.

 

[lennyd]

I spoke to 2. Cast members yesterday and they could not have been nicer answering my questions , I told my wife when I got off the phone that with the negativity surrounding Disney in the last few months, they have really stepped up customer relations service .I thikthe girls name was Ingrid at the animal kingdom like I said before she could not of been nicer . I forgot the other girls name but she works at the contemporary,a very nice girl,the good ones need to be praised they work hard.

 

[Lisann]

Hotel Cleanliness: I'm pretty disappointed with the cleanliness of our hotel room. There were hairs in the shower, sink and toilet from the previous guests. The drains seemed clogged in the sinks and in the tub (we're staying in a studio villa.) The tub will not drain on it's own, so I had to unscrew the drain plug to allow more water through. Sure enough, there is gunk blocking part of the drain. Majorly grossed out. The brushed nickel faucets and towel racks are all dirty and dusty. The light in the "spa" shower is dirty. The tile in both bathrooms has splatter spots on them. The balcony has cobwebs in several areas. The murphy bed that folds up has some coins, hairs and small bits of trash stuck in the gap under the bed. (I found that out after my daughter dropped one of her pressed coins down there.) The kitchenette smelled like syrup, I'm guessing from the previous guests. The elevator in our building is awful. Paneling is pulling off the wall and has holes in it. The floor is dirty. The whole thing looks old.

I totally agree. Sounds like you actually got a room that WASN'T cleaned yet. I wrote to Disney about the Polynesian and how unclean it was the whole week we were there. Housekeeping was not good. I certainly don't expect a deluxe or any resort to be maintained like this. We had the same thing happen and stayed at the front desk until a clean room was found.

-Castmembers: Let me start off by saying this - I did encounter some great castmembers during these last few days. But they seemed to be the exception more than the rule. By and large, the castmembers looked miserable, never said hello, and in a couple of instances were actually rude. I'm a little disappointed given Disney's reputation for "world-class" customer service.

Ditto.

Thanks for the honest review.

 

[Wdwfan2016]

I just spent 2 full weeks at the Polynesian and agree with the original poster as far as room cleanliness. My room had hair in the tub and sink on check-in, carpets not as clean as they should be and were not attended to the entire stay. Hallways and elevators were also in bad shape. Staff not friendly either especially at the pool bar. Guests should not have to beg to be waited on. And before anyone says it's a freak occurrence I am lucky enough to visit all the time (10 times a year average at different Disney resorts) and my last two visits to the Polynesian have been about the same. For the amount paid it's just not up to par at the moment. We will not be returning to the Poly for awhile.

 

[tizzant]

It's really unfortunate to hear about the poly being in this kind of shape.

 

[Mambo Junkie]

Last visit was at AoA and we were happy with he overall cleanliness and friendly CMs. However the time before last we stayed at OKW and it was very dirty. Not just "oops I missed a spot this week" but long time built up neglect dirt. I even spoke of it on the Resort board. Overall the grounds were nice and the location was perfectly beautiful but the cleanliness was lacking. I found a couple of CMs with attitudes but I don't let that sort of thing bother me. Unless someone is exceptionally rude, I just chalk it up to a bad day. Being in customer service myself, I know it happens. Most of our CM encounters have been great and some downright magical.

ETA: although I found the resort beautiful and relaxing, with the lack of housekeeping I would not stay at OKW again.

 

[toolmanjan]

I don't know for $600/per night or more, I think Disney should pay some extra money so that a housekeeping supervisor can check the rooms and make sure everything is in working order. I don't think that's a lot to ask. Do you?

I don't think it's unreasonable for the house keeping staff to survey the rooms as they clean for things that need to be repaired.

 

[toolmanjan]

To the OP:
I will never stay at the poly for all the reasons you listed.
Cleanliness
Maintenance issues
Staff unfriendly & clueless
Captain Cooks

We have never had a bad experience at other WDW properties. Don't be afraid to go back and give them a try!

 

[OrangeCountyCommuter]

The Poly DVC units were all rehabed/converted over. If you are a member contact member services, copy your above post. The condition is unacceptable as you describe it.

It is imperative to report such conditions and not accept an excuse for being put in such a wreck of a room.

As for adjusting/removing the tub drain, I'm speechless. Would never dream of doing it. Did you call the desk and ask for maintenance before taking a hands' on approach?

Regardless, I would still contact the hotel manager and express your concerns. Better late than never.

The tub drain issue is a known issue at Poly, management knows and has done NOTHING! If you call they will do a temporary fix but it will quickly be backed up again.

Disney did the conversion on the cheap, is charging a fortune

I am sorry but Disney is billing and selling this place as "DELUXE" In a deluxe resort the guests are not aware of these type issues because professional hotel management deals with them.

 

[SaintsManiac]

For the outrageous amount they charge at the Poly those rooms should be spotless every time. Sorry, but I cannot get over the insane amount of money they want to charge for those rooms. If I walked into a dirty room there I am pretty sure I would be taking a trip to the front desk. The Poly is on my bucket list, but I just wouldn't be able to sleep knowing how much I spent per night lol.

 

[OrangeCountyCommuter]

Managers cannot check every room every day. Without guests reporting issues there is no way to correct problems and to retrain or reiterated standards to individual housekeepers who may need a refresher.

They can't? Seriously, have you ever stayed at true Deluxe? I have. They have managers who check every room after housekeeping comes in. At a MINIMUM rooms are inspected at guest turnover.

It's not the guests job to maintain the hotel, it's management! At $600 a night I should NEVER have to report a dirty room. It's the reason I won't be back to Grand Floridian....

 

[Glenn]

I am surprised that it seems that many folks put up with dirty rooms and other major problems. If I was the poster I would have been at the front desk looking for the manager & a clean room. Things can be missed once in awhile but you should never accept a room like that from a deluxe or even a value resort. Why should they care about housekeeping if so many people accept rotten conditions at hundreds of dollars a night. Calling guest services takes you to a call center. As for cast members I try to cut them slack. Poor pay, bad conditions wont make you a smiling worker.

 

[freediverdude]

I think it's a little of both- yes the op seems a bit picky, but Disney does tend to let some of those little things slide or can't keep up with them, because it's more of a family theme park resort than a Four Seasons. I do agree that the elevators need a refurb and seem to stick out as worse than the rest of the decor. They're also very small elevators by today's standards, but I'm not sure what they can do about that. I know at least in the Moorea building there's a small elevator in front off the lobby, and then much larger one around the corner off the corridor.

 

[LegoMom3]

Interesting turn this thread has taken! I had to chime in with my two cents: I work as a housekeeper for a non-profit conference center, where they don't charge anywhere near $600 night. My co-workers and I are good workers and pay attention to detail (I always leave a room that I've cleaned trying to see it from the eyes of the next guest); however a guest-services supervisor always checks the rooms, after we've cleaned and before the next guest occupies it. We're all human. Things get missed, or forgotten esp. if you're in a rush. And if something was overlooked and a guest complained?!.....we are darn sure we're going to either move them to another room or fix the problem, A.S.A.P.!

.

 

[TinkLoverSam]

They can't? Seriously, have you ever stayed at true Deluxe? I have. They have managers who check every room after housekeeping comes in. At a MINIMUM rooms are inspected at guest turnover.

It's not the guests job to maintain the hotel, it's management! At $600 a night I should NEVER have to report a dirty room. It's the reason I won't be back to Grand Floridian....

I didn't say anyone should put up with a dirty room, but complaining to the front desk and getting the room cleaned to your satisfaction at a minimum if not other compensation is much more effective than complaining after the fact on a message board or review site.