I'm curious what you think of this PR move...

[TDC Nala]

They should have apologized for the desk guy's behavior but I do not think they need to give $10, a free dinner, or ANYTHING.

 

[skiwee1]

Our unmagical check in at the Poly was being left waiting in the lobby for 3 hours. WE had done a split stay (never again) and had been advised by CRO to check out of the WL early on Friday AM and go to the Poly sice we were already onsite. Our room should be ready then. HA! They almost laughed in our faces. Luckily we had our own car, we were given a card with the phone number on it, told the room would probably be ready by 1, and advised to go to DTD and shop, eat lunch, etc, then call. We called at 1, no room, 1:30, no room, 2, no room, went on over there around 2:30, check in IS at 3, right? Our dilemma was we had Halloween Party tickets for that night and a PS for Ohana at 5:45. By 4, all the other rooms in the hotel had been ready except ours. The two guys on the desk were really great, leis for all of us, the ukelele lady (can't remember her name ) came up with fresh baked cookies for us, the girls were occupied by the ladies showing them how to make leis. THe problem was DH was worn out from sitting in those hard lobby chairs/benches and concerned about us having time to get in the room, have dinner and get to the party at 7PM. Our plan had been to try to go over early and get the wristbands, then come backto rest, eat and change. Anyway, by 4, Mark, the manager was involved, came to talk to us, called housekeeping, and went over to Samoa to see what the hold up was. HE came back with this incredulous look on his face and tells us that Mousekeeping decided to make our room extra special so they CLEANED OUR CARPET! It needed at least another hour ( ) . We were getting steamed by then, but since the hotel was at capacity they had no where to move us. He asked if we had dinner plans, I explained we had Ohana scheduled. HE told us to go and eat, then bring the receipt back to the desk and they'd comp the meal. I was surprised, but pleased, as was DH. It was ahndled before we left. The entire time we all behaved ourselved, even the girls, and we were happy with the outcome. It did, however, cloud our feelings toward the Poly. Since then we have taken three other trips there, and each time I make reservations the family says anywhere but the Polynesian.

I wouldn't blame what happened to you on the Poly. Check in isn't really until after 4pm whether you were already in another resort or not.

 

[RescueRanger]

As I read things, you got what you say you wanted--an apology.....came from Guest Relations and not the desk guy, but probably the best you could expect---they sure weren't going to have the desk guy call. And I am curious: why take the pill down to them in a baggie?? I, too, would have wondered what you wanted me to do with it. Granted, an apology should have been forthcoming, but the question was not out of line. Did you think they would save the pill?? Analyze it? Show it to the housekeeper?? You could have made your point without the pill....basically it proved nothing.JMHO

Uhhhh...let's see. If that was a prescribed pill, it would be considered possession of a controlled substance since she was not the one it belonged to. So, she definitely did the right thing in bringing it to the front desk. Yes, I can see how easy it would be for housekeeping to miss something like this, but the CM at the front desk did not handle it correctly. I would have asked to see a manager right then. I would not tolerate a rude CM. I don't care how much they make. Do your job correctly or find another job.

 

[*Fantasia*]

Not that it's right, but...every company I've ever worked for has a policy that when something happens to a guest or customer, we (as employees) are NEVER to admit any guilt. An apology is the most common admission of guilt and it is drilled into everyone not to EVER apologize for anything. We can only ask if they are ok, if they need medical attention, or if they need anything else. I'm sure Disney has a similar policy.

I don't mean to quote you... but that's really sad for any company who will not admit that they are wrong and cannot and will not apologize for their faults. No, I don't think Disney is like that... If that is their philosphy of never to admit that they are guilty of wrong doing and will not apologize for their mistake, then they will be out of business! I think in the OP's case...the CM just didn't care. And her situation is an isolated one I'm sure.

 

[eeyore0062]

Please don't take this the wrong way, but I guess I don't understand what exactly is expected. Yes, the pill shouldn't have been there and the front desk CM should have reacted differently, but I can't see what more can be done than has been. Guest relations has offered an apology along with a token of good will. Frankly, they don't have to offer anything, but they have and it should be looked at in the spirit of the gesture it is.

Think about the sheer number of Disney CM's and the number of guests that pass through the World each day/month/year. Mistakes, misjudgements, and misunderstandings are bound to happen in large volumes every day. If Disney were to pay $10.00 or more for each incident of such, Disney would be out of business in very short order! It's unfortunate when these sort of things happen, but at least it's also fortunate when they're something that doesn't result in any real injury or inconvenience. One can choose to look at the small picture, or one can choose to look at the big picture -- if Disney were to offer more for each incident such as this that they receive a complaint for, we'd be bemoaning the loss of discounts and higher ticket prices.

I'm sorry you had this poor experience in your trip and hope it was otherwise a good one. It's obvious Disney is sorry also, so that would be acceptable to me anyhow. If it were me, I'd leave it at that.

\


Nice post!

 

[milmore104]

I don't mean to quote you... but that's really sad for any company who will not admit that they are wrong and cannot and will not apologize for their faults. No, I don't think Disney is like that... If that is their philosphy of never to admit that they are guilty of wrong doing and will not apologize for their mistake, then they will be out of business! I think in the OP's case...the CM just didn't care. And her situation is an isolated one I'm sure.

DIDDI here. What ever happend to "the customer is ALWAYS right" We spend a lot of money to go to WDW and do we hold the expectations of service above the rest...Yes but it's Disney we all want the Magic!!! I mean I received $15 and 2 free dinners form Taco Bell last night when I found a dead fly in my food not to mention many apologies!!! if Taco Bell can do it Disney should be able too!

 

[krismom]

I am the OP and I just wanted to clarify... I didn't want any restitution then or now money wise. I just thought that they should have handled it better and at least pretended to be concerned by what could have been a horrible situation. Of course, I am relieved and thrilled that my son didn't take the pill, that Is what most important. The point I was making was how rediculous 10.00 disney dollars is in the scheme of the situation. Why bother? I think I will call her back and simply say please keep the disney dollars and just try to train your desk slerks at better handling these sitations.
Thanks for all the comments-

 

[Deb & Bill]

I would send the $10 back to Disney and say that they misunderstood you. You merely wanted to let them know about the problems you had during your stay. You did not expect any compensation, but only wanted to alert them to some potential problems. Then let it go.

 

[FARMGIRL]

I don't think you're making a big deal out of this. We've never been to WDW, we are making our first trip in Jan 06. I have been planning and saving for this trip for months, I would be very unhappy to find something like this in our room, especially having children, it could have been a big deal and they needed to be made aware of this and at least make you feel like this would not happen again. I wouldn't have wanted any compensation, but some feeling that they understood what you were feeling. I realize they have lots of people in and out of these rooms, but when I spend lots of money to visit and this may be our family trip of a lifetime, I don't want to have this kind of experience without being taking seriously. I guess alot of you people are fortunate to go to WDW on many trips and maybe understand this better than I, I expect there will be some ups and downs on our trip, but hope they will be resolved to our satisfaction and not leave with a uneasy feeling.

 

[CHIPSTER]

How about just an apology and the fact they they will try to fix these types of problems.

 

[Bird-Mom]

My dd3 found a pill in our room at the Beach Club when she was 23 months old. Fortunately she had recently stopped putting everything in her mouth. We went down to the front desk and asked for the manager on duty. It just happened to be the housekeeping manager who apologised profusely and went off to find out who cleaned the room and missed the pill. It was very obviously laying on the rug. She was a woman on a mission! We were very happy how it was handled and did not ask for or expect compensation. I think the $10 is a little silly. I would ask for some customer service retraining for the CM at the desk in your case.

 

[shondad]

Uhhhh...let's see. If that was a prescribed pill, it would be considered possession of a controlled substance since she was not the one it belonged to. So, she definitely did the right thing in bringing it to the front desk. Yes, I can see how easy it would be for housekeeping to miss something like this, but the CM at the front desk did not handle it correctly. I would have asked to see a manager right then. I would not tolerate a rude CM. I don't care how much they make. Do your job correctly or find another job.

Rudeness should NEVER, EVER, EVER be tolerated. It is so thoroughly unacceptable. I, myself, would have immediately requested a manager, and reported the detestable behavior. I am quick tempered, impatient, with very little to no understanding. There is no way I would have taken that type of attitude "lying down", OH NO!!

I had a problem last year (multiple problems!) at a New Orleans area hotel (3 star). We were moved to 2 different rooms, and then a third room was offered and declined when something went wrong in the 2nd room. Again we had multiple issues from the room rate, to cleanliness, a prolonged wait (1hr @the front desk),the desk staff was argumentative, etc. They offered me 1 beverage from the bar (there were 3 in our party). With all of my complaints I asked for the manager (the next day after more things went wrong), he tried to take care of our current problems (@ the time) and offered us complimentary breakfast in the restaurant, for the inconvenience.
I went home and filled out the survey online regarding our stay. I received an immediate response, an apology, and was told the reporting process and time frame for resolution. Within 10 days, I rec'd a refund for the total amount of our stay. Granted that is not what I expected or asked for, but so much went wrong (though it could have been worse), especially the customer service. I did not pay Poly $$$, but, no one should have to settle, no matter how much they pay. Sorry for going off on a tangent.

I say all of this to say, as I am sure you realize now, you would have felt better if the issue of poor customer service was addressed @ the time of the occurence, instead of having had a lot of time to think about it. What happened to me was probably an isolated incident (i.e. the drink, food and total refund, but I would not have received anything (not even an apology), and, they would not have known there was a problem had I not reported it.

 

[nanalisa]

I wouldn't blame what happened to you on the Poly. Check in isn't really until after 4pm whether you were already in another resort or not.

I was just there and check in for Disney hotels is 3:00 pm. Check in for the the DVC room is 4:00 pm.

The same thing happened to us a BC. We waited until 3:00 to check in and at 4:00 the room still wasn't ready. When we finally got in there was dirty underwear in the bathroom, toenail clippings on the carpet and no chairs at the table. We called housekeeping, we went to dinner, came back and no change. We called the front desk, went to EPCOT came back and no change. Finally we went to the front desk, spoke to the manager and he comped our room for that night, paid for our breakfast at Cape May Cafe and escorted housekeeping to our room. Disney knows how to take care of a problem. Always ask for a manager. Our last trip, we checked in at the AKL and they were overbooked. They sent us to Saratoga Springs and had a one bedroom villa for 124.00 each night and gave us $50.00. I didn't ask for any of it, just offered. Maybe the Poly needs to have a staff meeting.

 

[VSL]

I didn't ask for any of it, just offered. Maybe the Poly needs to have a staff meeting.

Yes but you (and other posters who have also been comp-ed for not-so-good experiences) complained (or had the problem dealt with) there and then. Can't imagine much they can do a few weeks after the incident

As far as people saying about 'the customer is always right' and that company's should apologise when they make an error.. unfortunately, thanks to our sue-happy society (as another poster said - and yes, it has begun taking over the UK too now!), admitting fault opens yourself up to a lawsuit. I know that many of us just want to get an apology for how we were/n't treated, there are some who'll take on every company for every penny they can get. Sad world.

Agree about the CM at the front desk though - I've worked in customer service related jobs and none are particularly well-paid, but you've gotta do what you're hired to do. Smile, be helpful and just get on with it (even when you do feel like gone-off jelly)!

 

[Topper]

DIDDI here. What ever happend to "the customer is ALWAYS right"

They aren't.

 

[CheshireVal]

Yes, I think you're overreacting a bit. Take the $10 Disney dollars and buy yourself a Mickey ice cream bar, or, better yet, a Lapu Lapu at the Poly bar next time and enjoy yourself.

 

[NeverlandClub23]

but I have seen the quality of cm's go down over the years. And quite honestly,the amount of small peanuts they pay these people, I almost can't fault them for not fawning over their guests.

You know (not to get off subject), I completely agree with you. I always wonder why most of the CM's are so extremely nice to people when they don't get paid a lot and I'm sure they experience tons of rude people every day (like in any customer service position). But back on subject, I don't know what to tell you, I cancel our Mousekeeping service every time we're there and I don't have any kids but I would be insulted by the $10 too.

 

[NeverlandClub23]

They aren't.

ISN'T THAT THE TRUTH!!!!!

 

[Sammie]

I was just there and check in for Disney hotels is 3:00 pm. Check in for the the DVC room is 4:00 pm.

The same thing happened to us a BC. We waited until 3:00 to check in and at 4:00 the room still wasn't ready. When we finally got in there was dirty underwear in the bathroom, toenail clippings on the carpet and no chairs at the table. We called housekeeping, we went to dinner, came back and no change. We called the front desk, went to EPCOT came back and no change. Finally we went to the front desk, spoke to the manager and he comped our room for that night, paid for our breakfast at Cape May Cafe and escorted housekeeping to our room. Disney knows how to take care of a problem. Always ask for a manager. Our last trip, we checked in at the AKL and they were overbooked. They sent us to Saratoga Springs and had a one bedroom villa for 124.00 each night and gave us $50.00. I didn't ask for any of it, just offered. Maybe the Poly needs to have a staff meeting.

Actually check in is "after" 3pm for resorts and after 4pm for DVC. It states this on your confirmation. I would much rather have clean carpets that obviously needed an unplanned cleaning than to check into a room that the carpet had been soiled by the previous guest.

To any considering switching resorts mid trip what happened to the OP is one of the main reasons I don't recommend switching hotels. Unless you are willing to accept the fact that for most of the switching day you are not going to have a room and that sometimes delays in getting your new room do happen, then I would stay put. If you do decide to switch do not plan specific events such as dining too early in case of a delay.

 

[C.Ann]

I'm sitting here wondering why the pill was even there.. Don't they vacuume the rooms anymore? If they had, the pill wouldn't have been there..