I'm almost hesitant to mention this here but...a complaint about our Poly room

[Tuffcookie]

Don't get me wrong, we LOVED the Poly. It is so beautiful. BUT...We arrived Sunday afternoon on the 11th. That evening I noticed the sink in our bathroom was draining very slowly. Next morning, after my bath, the same thing in the tub. We were on the 2nd floor in the Nuie Bldg. I called the desk and mentioned the problem to them. They assured me it would be taken care of. We got back to the room and there was a message on the answering machine that said they had been there. Tuesday, we were still faced with the same slow draining sink and tub!. I called every morning for the 5 out of 7 days we were there. I was very nice each time and told them the problem was still there. On Friday the water in the sink was going nowhere! I called again (this was the 5th time) and told them again. I told them we were going to be at Disney Studios all day and they told me they would take care of it. We got back to the room after watching Fantasmic. I had my DM with me who is 78 and has cancer. It was a long day for her and me wheeling her around the park. All we wanted to do was go back to our room and collapse! Mom got ready for bed and I immediately went to the bathroom and tried the bathroom sink again. You guessed it! Nothing had changed! At this point I was tired and cranky but I kept my composure and walked down to guest services. They checked all the work orders from our room. They were all there. The manager on Friday, apologized for the problem and at 10:30 PM sent a plumber to our room! Finally, around 11:30 PM the problem was fixed for good. Am I wrong in thinking since we put up with this problem for 5 out of our 7 days we should have been offered some sort of compensation? After all, this was a Deluxe resort we were paying for. I did write a letter to WDW when we got back. This is what I wrote:

Dear ------,

I was a guest at the Polynesian Resort Aug. 11-18. On our first morning I noticed the drains in both the sink and tub were moving rather slowly. I called housekeeping and was told someone would be there to fix the problem. Each morning of our visit the tub and sink situation kept getting worse! Each day I would put a call into housekeeping and they would send someone out. How, whoever they sent, could not see that after they had worked on the sink and tub drains that they were still not draining properly, is beyond me but at the end of visiting the parks we would come back to the same problem. By Friday, the water in the sink was going nowhere. I called housekeeping for the 5th time, and was told it would be taken care of while we were out. Friday, we were at Disney Studios until Fantasmic let out. We arrived back in our room around 10:30 PM. I immediately went to the bathroom and checked the drains. Nothing had changed! I walked down to Guest Services in the Great Ceremonial Hall and spoke with the manager. I believe his name was Michael. He said he would handle the problem. At 10:30-11:30 PM on Friday night, we had someone in the bathroom fixing a problem that was suppose to have been handled on Monday! The only thing that was expressed to me was a "We're sorry that happened".

I am upset that we had to tolerate this situation for 5 days out of our 7 days stay there, especially when I had made someone aware of the problem on day #1.

I feel that we should be offered some sort of sompensation for the unreasonable amount of time it took to remedy the situation.

Sincerely,


Do you think my letter was reasonable? Alright go ahead and flog me but I don't pay that kind of money for a room to suffer with clogged drains. I could stay home for that!

TC

 

[antkim]

Here's how I feel-I don't care if it was a value resort or a deluxe-the problem should have been corrected in a MUCH more timely manner!Honestly,I may not have handled it as well as you!This is where the deluxe issue comes in!!When you pay extra-you expect extra-again not to say that value doesn't deserve the service-but you do expect a little more in the deluxe!
Regardless,it doesn't matter if you were in WDW or Massachusetts-you were PAYING for a room which means if the room was unacceptable it should have been fixed immediately!
Now,on the other hand I'm sure there are those that are going to say that if it were that bad YOU should have requested to be switched to another room-I'm thinking that you are just REALLY nice and didn't want to create a stink!Why ruin your vacation,right?
O.K. now I'm sure I'm gonna get it!Please be kind-I'm human!!!!haha
Kim

 

[Tuffcookie]

Kim, Well, that's the way I feel too. Thank you for responding. I just kept thinking each day that the problem was getting fixed.

TC

 

[Kallison]

For what they charge for that type of room, yes you deserve compensation.

 

[mkymouse4ever]

No flogging here! Every resort has its ups and downs and sooner of later seems each of us eventually hits a low point,(unfortunately)!!! By all means you deserve to write your letter, most guest by the 2nd day would of been asking to be moved immediately, especially after it wasn't fixed! You are by no means out of line! No apologies needed. We love the poly and are going back to, but I could easily see this happening in any disney resort. Hope the rest of your trip was magical. MKY

 

[antkim]

TC-you know what they say-Bird's of a feather!!!!hahaHope you get what you deserve!
Kim

 

[epcotfan]

Maybe it is just me, but I find that many hotel rooms that I've stayed in around the world (of all price ranges) have slow drains both in the tub and sinks. I've always chalked it up to being typical in hotels-especially with the kinds of plugs they use.

What compensation do you want exactly?

 

[Tuffcookie]

Hi Tracy, Well, the sinks at the ASMu and Fort Wilderness were just fine when I stayed there. As for compensation, to be honest, I don't know what I expect but I wanted to at least bring it to their attention at Guest Relations that I was not happy with the situation. I did get a message on my answering machine tonight. Someone from WDW called and said they would be getting in touch with me, so we'll see.

TC

 

[mirlow]

I think it was last summer when we had a slow drain and they came and fixed it in a timely manner. I think they get clogged up because there is nothing in the tub to catch hair. I have long hair and loose a good handful every day. I just think it is absurd how long they took to come fix the drain. You had much more patience than I would have

 

[skiwee1]

Well I wouldn't ask for any compensation as you did use the room. The bathtub draining slowly was not that big a deal. If it were then you would have demanded another room and asked to speak to the GM. That is what I would have done. I think you are angry at yourself for putting up with that crap and are now trying to make up for it. Too late. Next time take care of the problem then.

 

[Tuffcookie]

Skiwee 1, Yes, we did use the room and, other than the sink problem, we had a wonderful time. However, when you come back to your room at the end of a day, or just starting your day and the water in the sink just sets there I feel that maybe, they could have suggested moving us to another room. You are right that the time to raise a fuss would have been then and there and yes, I am mad at myself for not raising a bigger stink!

TC

 

[Blondie]

If the problem couldn't have been fixed without a visit from a plumber, then you should have been offered another room.

They may not have realized this on the first time they attempted to fix it, but by the second attempt, you should've been relocated.

 

[antkim]

WOW!

 

[melomouse]

Hi tuffcookie -

So sorry you had this annoyance on your vacation. I agree that you should have been moved Day 2 with no effort on your part in terms of the moving.

You're right - could've stayed home to have to deal with a stopped up drain.
They never addressed the problem right the first time, apparently. Overwork, incompetence, laziness, who knows?? Tuffcookie and DM did not need to com home to plumbing problems.

Keep us posted!

 

[Gabrielle]

Yes, you deserved to have some of your bill knocked off. A third, maybe. Seriously. You shouldn't have had to pay full price. I would have felt the same way you did.

 

[Jen D]

I think you are angry at yourself for putting up with that crap and are now trying to make up for it. Too late. Next time take care of the problem then.

I don't know-- she called them about the problem five out of the seven days she was there--- sounds like she was trying to take care of it.

 

[nwdisgal]

Jen D - I couldn't have said it better.

As anybody who does their own home repairs knows, clearing a drain is not rocket science. Maintanence could have remedied that situation the first day and they should have tested the drain before they left to make sure the block was cleared. That was big faux pas on their part, and after the second complaint, they should have been offering to move you to a new room.

 

[skiwee1]

Originally posted by Jen D
I don't know-- she called them about the problem five out of the seven days she was there--- sounds like she was trying to take care of it.

Yes she called but it wasn't taken care of. I'm not flaming her. Just saying that she put up with it instead of demanding a new room right then and there. If it were that bad then she would have demanded a new room. It really doesn't set well when you wait until you get home and then actually ask to be compensated for something. Like trying to get something for nothing.

 

[Gabrielle]

>>Yes she called but it wasn't taken care of. I'm not flaming her.

Skiwee1,

Yes. You are too, flaming her. Your post was rude.

 

[Disney845]

Wow, ok well lets all calm down a little bit. I do not think that skiwee1 meant anything by her post. She was just pointing out that in "her opinion" she thinks the problem should have been addressed while TC was still at the hotel, and that maybe she should have been a little firmer in her demands at that time instead of waiting until after the fact to lodge a complain. I think that is an excellent point and Skiwee1 has the right to make it. Lets not let this turn into a fight here. Maybe the wording seemed a little harsh, but who hasn't ever been a little harsh? One thing we should all remember is that we are behind a computer screen. People can not see our facial expressions while we type. They do not know if we are smiling or frowning. Comments that might seem tongue-in-cheek during a face to face conversation can appear blown out of proportion by overly touchy people on a community board. I do not think that TC was offended by Skiwee1's comments so I do not think it is anyone elses place to comment on what was written. Back to the topic at hand.

TC- I do think that this was rather poor service on the part of the Poly. I will totally agree with poster who said that in a Delux you might expect a higher class of service. Not that the Allstars are dirt cheap and shouldn't be expected to provide good service either. I think that writting a letter stating your problem was a good course of action. I personally do not think I would have asked for a refund or compensation of any sort. I think that is something that would have been best discussed when the problem was occuring or before checkout. Although I can see how you would not want this "issue" to consume a lot of time during your vacation.