rcraw45425 said: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.
jctwizzer said: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![]()
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.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.
\DWDreams said: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.
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!*Fantasia* said: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.
RescueRanger said: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.
skiwee1 said: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.
nanalisa said:I didn't ask for any of it, just offered. Maybe the Poly needs to have a staff meeting.
milmore104 said:DIDDI here. What ever happend to "the customer is ALWAYS right"
minijeanie said: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.
nanalisa said: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.