I have concerns about Polynesian after my stay. Who do I call?

[kaytieeldr]

I believe the comments about your personal preferences not being met are specifically directed at your request for a room location.

A request IS a request, and not a guarantee. You got the exact 'service' for which you paid - a room at the Polynesian. Room locations are not guaranteed, no matter how much the Guest pays.

I couldn't find anything specific to cnn, but the layoffs affected backstage operations, not Cast Members working in the parks, resorts, etc. - i.e. the CMs dealing face to face with Guests.

"The job cuts are related to an overhaul of Disney’s theme-park management structure the company announced Feb. 18. The jobs were all executive, management and professional positions, the company said." http://www.bizjournals.com/orlando/stories/2009/03/30/daily51.html

 

[StrwLady]

Rbusdriver,

Just an FYI for the future if you choose to stay at the Poly again. The heavy duty scooters do fit in the elevators. You have to be sure you pull straight in and pull all the way to the wall. Then when coming out back straight out. At least 2 other people can fit in the elevator with a scooter. Just have them enter first and stand against the side wall away from the door.

Of all the resorts I have stayed at I think the elevator in the garden wing of the contemporary is most challenging with a scooter. Depending on how you approach the elevator it can be next to impossible to get it. When necessary I would drive down the hallway and approach the elevator from the other direction.

 

[k&a&c'smom]

Since at least two posters have quoted me, and reiterated their advice about taking care of the problem while on property, I guess I did not make myself clear! I should have bolded my statement "this is good general advice", I think!

katieeldr, I wasn't directing anything I posted at you specifically, your posts were helpful - you offered the number and address for guest communications, and then added the advice to address issues on the spot. No quibble from me.

But I stand by my use of the word "admonish", as many posters did "indicate duties or obligations to" or "give warning or disapproval to, in an earnest, solicitous manner" - by use of the words "should have" over and over. That's where it often seems like the responders are shifting the blame to the guest in these situations. "You should have taken care of it while you were there", "you should have contacted security", etc.

I am absolutely agreed that it is much better to get the issues addressed while at the resort. It leaves you free to continue your vacation without the lingering sense of hurt, dissatisfaction, worry, whatever. I'm sorry that my post apparently didn't make that thought clear!

But not all hospitality employees are created equal, not all customer relations people do their job, and sometimes these issues do NOT get addressed while still on property. That was my only point, that we didn't know what the OP had done while at the resort to address the issue, so perhaps she/they had done everything possible and still left feeling they had not been heard.

Luckily, most of the time, we all have a great vacation! We wouldn't keep returning if that weren't the case, would we?

 

[mbtileguy]

truth is and i know nobody wants to hear this but......
they being Disney
just dont care....you can call , write all the letters in the world, stand on your head and hold you breath , they will blow smoke up your butt and tell you they will look into it or take care of it . BUT they wont they will take your call read your letter and no action will take place....sorry but thats the truth.......

 

[maxiesmom]

truth is and i know nobody wants to hear this but......
they being Disney
just dont care....you can call , write all the letters in the world, stand on your head and hold you breath , they will blow smoke up your butt and tell you they will look into it or take care of it . BUT they wont they will take your call read your letter and no action will take place....sorry but thats the truth.......

That is not so! There have been many posts from people who had problems in the past, wrote a letter once they got home, and did get a response from Disney. Some even got compensation.

I'm not sure why you keep going back to Diseny, if you have such a low view of the whole organization.

 

[Baltazar]

truth is and i know nobody wants to hear this but......
they being Disney
just dont care....you can call , write all the letters in the world, stand on your head and hold you breath , they will blow smoke up your butt and tell you they will look into it or take care of it . BUT they wont they will take your call read your letter and no action will take place....sorry but that's the truth.......

That is why I call or write. I expect to have sunshine blown up my butt and perhaps a sorry gift. I don't expect perfection every time but I expect some sunshine blowing to smooth it over.

 

[stackyallred]

To the OP- I am sorry to hear when anyone has a less than magical vacation. Regardless of what happened exactly, it seems you were very polite during the situations that caused you some problems and I think you have been polite in explaining things on this thread. I do wonder if some of the problems do have to do with both the recent layoff of CMs and with the busy-ness of the whole place (since crowds are reported to be very high lately). I am not saying that is an excuse for miscommunication among CM's, but it could be the reason. The crowds may also have played into why you were not able to get the room you requested. Unfortunately, in a place so large, getting the same information from every CM does seem like quite a task. We have had contrasting advice before and it can be confusing. I hope your next trip is a great one!

truth is and i know nobody wants to hear this but......
they being Disney
just dont care....you can call , write all the letters in the world, stand on your head and hold you breath , they will blow smoke up your butt and tell you they will look into it or take care of it . BUT they wont they will take your call read your letter and no action will take place....sorry but thats the truth.......

I am going to guess that, sadly, there are people within the Disney corporation that DO feel that way. But, by looking around just on these boards, it is so clear that a large amount of people who work for Disney do care- that is why so many of us keep going back! Perhaps you have had many experiences that have given you that opinion, and if so that is sad and I hope you have a better time in the future. However, I keep going back because I feel like they offer some of the best customer service around! If they truly don't care, they have fooled me and I am ok with that!

 

[kaytieeldr]

I do wonder if some of the problems do have to do with both the recent layoff of CMs

No. Once again

but the layoffs affected backstage operations, not Cast Members working in the parks, resorts, etc. - i.e. the CMs dealing face to face with Guests.

"The job cuts are related to an overhaul of Disney’s theme-park management structure the company announced Feb. 18. The jobs were all executive, management and professional positions, the company said." http://www.bizjournals.com/orlando/s...0/daily51.html

 

[stackyallred]

No. Once again

I apologize if I did not make myself clear. I meant that I wonder if some of the customer service problems may have to do with recent lay offs. Meaning, when there are layoffs within a company (anywhere within), it can cause stress for the rest of the employees. I was not referring only to the Poly staff. I realize you may disagree. I just said I was wondering if that could be a part of the problem and perhaps I don't know as much about the situation as you do.

 

[k&a&c'smom]

That is why I call or write. I expect to have sunshine blown up my butt and perhaps a sorry gift. I don't expect perfection every time but I expect some sunshine blowing to smooth it over.