Just Back From POFQ - What is Up?

[CozumelDisneyFan]

Having been to WDW since ´71, staying on property every time, I have to say that I was VERY dissapointed with the service.

Made the reservation in November, added flight info in early December, had a printed confirmation of all of the above.

Upon arrival at airport, after a d-e-l-a-y-e-d flight, there was no record of my reservation at the Magic Express bus. Hmph. 45 minutes later we were on our way.

Arrived at POFQ at 11pm, only to be told, yet again, there was no reservation. I provided the print out of the confirmation (which included the charges to my CC), as my four year old son slept (yes really) on the luggage on the floor by my legs. The friend who came with my as a first timer to WDW snapped a photo of him, ´cause she thought it was funny. I didnt.

By midnight, they were finally able to find us a room, not in the building or floor that I had requested, and was on the conf. and I know that that is not guaranteed. But SOMETHING. So, with the agreement that we would be moved the next morning, we headed of to the room.

The next morning I headed back to the desk, put some cash on my room (as we would be using KTTW) and afte asking about being moved, was told to go back to the room, pack our stuff, leave it with bell services, go and enjoy the park, and when we returned, we would then check into the new room. OK we did as we were asked, and headed out to the MK.

Returned about 7pm, headed back to the desk only to be told we had NO reservation. Not the old one, not the new one. Apparently, either the CM at the front desk should have called the rooms division manager, OR, I was supposed to have waited in the old room for a phone call - which contradicted what I had been told. Either way neither happened, and we were left stranded. After a useless conversation with the front desk CM, I asked to see the manager on duty (the CM kept telling me that "the offices were closed").

Now let me say that up until this point, I was polite, calm and had kept my cool.

The FDCM dissapeared for 5 mins., I had to ask another CM to go back and get her. When she said "I am sure she will be back..." I LOST IT! By that I mean, I almost started to cry.

I said "No, you turn around, walk back there and get the lady who was helping me" as sternly as I could.

So, she dissappears. 5 mins. later both CMs and a manager appear. After repeating the story to the manager, who was jumpy as he explained that they were full. He asked me what the name was of the CM who had waited on me in the am. I told him to check the computer, and see who was on duty when cash was added to the reservation, and that should tell him.

Once again he tried to tell me that they were full. I said, "so you mean to tell me that you are charging my cc, and I have no room?"
I said "No, this is absolutely unnacceptable, I made the resv, you folks have my card, by this time my friend came back with my son, who was whining and saying he wanted to go back to the room. I got my friend to find the photo she had snapped the night before, held up the camera to the manager and said - choking back tears of frustration

"Do you see this, this is my son, sleeping on your lobby floor, this is not going to happen again. This is not how we are going to spend our vacation. So you do what you need to do, you talk to whoever you have to talk to, and you make this right. NOW!"

And so after a bit of searching, they found us a room. And we headed off to bed after 9pm.

In the end, the hotel was lovely - as usual. My son had a blast, my newbie friend had a great time.

What saddened me about this trip, was the attitude of the CMs at this hotel. The shoulder shrugging, noncaring, pass the blame/buck attitude that you see everywhere - but I had NEVER encountered at WDW. This has always been my haven of special, and happy. You could always count on the people the CMs to add to the magic. And I am sad to say that it sparkles a little less for me right now.

I am bringing a group of 15 to POFQ in September... I hope that the sparkle is back by then.