Just back from POR - very disappointed

[EsmeraldaX]

The food court was a nightmare every morning. You have to stand in line to get your food, then stand in long lines to check out, and do it all over again if someone in your party forgets they want potatoes or something. (Give me the Pepper Market at CSR anytime!)
In the evening they were closing down the hamburger station before 10 p.m. to "avoid the rush".

You had to wait in line for food? And you find this odd?

I don't know. This sounds like every other food court I've ever been to. At WDW and everywhere else.

 

[ElizabethB]

Funny how everyone makes excuses for the poor service -- basically saying it's the OP's fault for going during Spring break, not understanding housekeeping was busy, not understanding things wouldn't be perfect due to crowds, etc., etc.

How about Disney should understand it's Spring Break and put on more help and have more pillows available! It's a multi-billion dollar company, for heaven's sake!

Having just returned from a marvelous stay at a AAA 5-star hotel where I paid $200 per night, where there was a convention going on so the hotel was sold out and where everything was unbelievably wonderful -- food, service, room, beds, pillows, etc., I start to have less and less patience for anything less.

 

[cbsunfish]

We had requested the mansions, mangolia terrace, corner room. Not expecting to get all three requests, but maybe 1? We were put in the AB section. No corner room, no mangolia terrace not even a mansion.

Honestly, I'd guess that this is because you checked in so late. There were 6 hours of check-in before you got there, during a busy time of year where they fill the hotel, and a lot of those people probably requested things. There are a limited number of rooms available, especially corner rooms (I'm guessing you mean the ones with two windows), so those probably went fast, and it's first come first served. If you got there early in the day, then I'd be mad, but by 9:00 PM, you kind of just have to take what's left that fits your party.

Also at check-in asked for a late check-out. We were told to call the night before. I called two nights before and they told me "no" because they were "sold out" (we had 3 rooms on our floor empty). Called the night before and again "no" this time because they didn't show any late check-out available, but "call back in the morning", called back in the morning and no problem! "What time are you needing?"

I didn't even know there was such a thing as late check out, but I can see where it would be a problem. Doesn't it just kind of mess up all the housekeeping for the people coming in? They probably need to know how many people are actually arriving on your day of departure to tell you if this is feasible. Those numbers could change, which would change their answer. And how do you know those rooms were empty? When I went, we basically were only in the room to sleep, so someone could have easily thought no one was staying there.

I stayed there during Easter week, and had no problem with the resort other than the fact that the food court lines were long, which I expected. I didn't know the hamburger station closed down early, because honestly I never tried to eat dinner after 10:00 PM.

The only thing I must say I'm surprised about is the towels and pillows, as they gave us four additional towels every day, whether we had used all four or not! We actually ended up with 6 or 7 towels at one point, because they just kept giving us more I'm also surprised that you couldn't find your room, because I assume that means they didn't give you a map. When we checked in, they gave us a map of the resort and circled our building on it, so it was really easy to find.

 

[UrsulasMyHero]

Funny how everyone makes excuses for the poor service -- basically saying it's the OP's fault for going during Spring break, not understanding housekeeping was busy, not understanding things wouldn't be perfect due to crowds, etc., etc.

How about Disney should understand it's Spring Break and put on more help and have more pillows available! It's a multi-billion dollar company, for heaven's sake!

Having just returned from a marvelous stay at a AAA 5-star hotel where I paid $200 per night, where there was a convention going on so the hotel was sold out and where everything was unbelievably wonderful -- food, service, room, beds, pillows, etc., I start to have less and less patience for anything less.

I don't see how it was poor service save for the "non personable" CM at check in, and the person she asked for directions from.

The resorts had been sold out for weeks. Spring break is the highest period of occupance other than the Xmas season. When people are told check in is 3 pm, and they arrive late, during this season they can expect that most of the rooms will already be checked in. Them's the breaks. Granted, I understand her frustration, but I don't see where it was "poor service" at all.

You say it's a multi billion dollar corporation, and that they should put more people on, well for your information, there were more people on, I can honestly say that the CMs at CRO were doing MEGA OT, and not liking it one bit... 60 hour weeks aren't fun for anyone, unless you're a work-aholic.

When you go during a busy season, you expect crowds, You expect to wait longer than usual because everyone and their brother decided to go spend Spring Break at Disney.

I can almost guarntee a visit at a different time of the year, say October would find her one very happy camper... *shrug* Just my $0.02 from a CSM point of view.

 

[ElizabethB]

This is the way I see it:

1. One hour to get one's luggage is poor service.

2. No availability of decent pillows (long a complaint of mine at Disney hotels) is poor hotel management.

3. Long food lines at the food courts is, again, poor service.

If CM's are working 60 hour weeks and are unhappy about it (so unhappy that it apparently shows in their attitude to customers), then Disney needs to hire more help during busy times. It's that simple.

Again, I reiterate that I recently stayed at a completely booked hotel and was truly impressed by the high quality of everything, including the service. So, all I can say is, it can be done -- it just costs more money and cuts into profits.

 

[vettechick99]

There are members of the housekeeping staff who don't read English.

Swilphil, why is this an excuse? I don't care what "level" the job is - housekeeper, servers, cashiers, anyone in service - to ignore a request because you don't speak the language of the country is ridiculous. The housekeeper should have approached an english-speaking coworker or superior and made sure the request was fullfilled. Country of origin and pay scale doesn't mean anyone is exempt.

(of course we are speaking in hypotheticals - we aren't sure why the housekeeper didn't fullfill the request)

To the OP, I understand why you were disappointed. And I'm a little disappointed that so many DIS'rs are sticking up for WDW. Frankly, it's never a surprise to WDW when they will experience high guest volume (Spring Break, Christmas, NYs, etc)...they should plan accordingly so no one is left with a bad impression.

I'm sorry, I'm just a stickler for customer service on two levels:

1. When people chose to be in the service industry (this is America, no one has to)

2. When a company like WDW sets the bar so high for themselves.

 

[srcrmcky#1fan]

Another thing to keep in mind....were the CM's offering bad service, or were you so worn down from the trip there that you weren't in the best frame of mind. Personally, when I'm tired and grouchy, I can take things the wrong way, when people are really being pleasant and helpful.
I also stand behind everyone who says that you have to consider the time of year. It is extremely busy over Spring Breaks and you have to take that into account. I understand that not everyone is able to go at other times of the year. But, if you can go to WDW during another time, you should...it's well worth your money! (And you'll save money staying onsite during a value time!
Most of my visits have been during slower seasons and even then, we were told an hour for our luggage to be delivered to our room. If you think that is unreasonable, then you should consider toting the luggage to the room yourself.
I understand that you have spent a lot of money on your trip, but you also can't have unreasonable expectations (such as room location and late check out) when you visit during these super busy times. WDW tries to meet everyone's requests, but when they are booked full, it's obvious they can't fulfill them all.
As for housekeeping, if you weren't left extra towels, shampoo, etc., why didn't you call the housekeeping extension on your room phone? In my experiences, if you need anything, they will promptly bring it to your room.
I do think they should've corrected the no extra pillow problem. But, being at capacity, are they supposed to keep double the amount of pillows on hand? And, what about all those people who "walk" off with extra pillows (and other hotel supplies)?

I guess my biggest points are:
1. You can't expect them to read your mind, if they don't correct the problem, be persistant. They will work to resolve it.
2. Requests are just that...requests. They can't always be granted, especially during super busy times and when you check in late.

My husband and I stayed at POR last May, it's not our favorite moderate resort...we personally prefer CSR. But, we had a great time, great service, and no complaints! If at all possible, I say to give it another try during a slower time. I think you'll be pleasantly surprised!

 

[c&m]

We (me, DH, and 2DDs aged 6 and 9) stayed at POR during Easter week (March 25-April 4. I'm sure that with the crowds during this peak season some people, like the OP, had a less than magical stay at POR. Yes, it was crowded and the line-ups were everywhere. But from my perspective, we had a better stay because of several things:

1. Our flight came into Orlando early at 6:45am. So we were at POR Front Desk to check in by 8am. We missed the crowds that seem to gather there by the late AM and PM.

2. Our room wasn't ready, but Luggage services worked efficiently to store our luggage and refrigerated items (jug of milk and OJ we picked up on the way in.

3. Thanks to the DISboards (a million thanks!!!), I warned my family ahead of time of the crowds during this busy time of year we were going. So with everyone forewarned, we did not go into this without being mentally prepared.

4. A great Mousekeeper. We asked for more coffee packets and laundry bags, and more cups. She delivered each time and kept us well supplied daily after just 1 request.

5. We requested more towels after spending an afternoon by the quiet pool and using our towels up. They came within 5 minutes. We expected a 15 minute wait at least...so they surprised us once again with their efficiency.

6. DD 9 and DH came down with food poisoning after eating cottage cheese from the POR food market. This could have been a disaster, but Bob the FD Manager handled the situation wonderfully by giving us a free night at the resort and compensated us for the cost of the Immodium I had to buy from the store. He sent over chicken broth to our room. He also asked us what else he could do for us (i.e. buy us tickets, basically anything) to bring the magic back to us. WOW! I said that we were very satisfied with the free night's stay. They were very nice to us already.

7. A dead fly was sitting in my salad while I was eating it in my room while looking after my sick DD 9. The chef personally came up to my room to give me another salad and gave me back my money.

So...yes, bad things did happen to us during our stay at POR. But to the FD Manager, the chef, the CMs and the Mousekeeper's credit, everyone did everything they did at POR to make the experience fabulous and magical for us, despite how busy and crowded it was. We were very happy with this resort and it was every bit as beautiful as a lot of DISers on this board said it was.

I feel badly for the OP, because no one should have to spend so much $$$ and then proceed to have a miserable time during their valued vacation time. But, I just wanted to add our perspective, because I think this should be a fair discussion. The POR staff did do their best during Easter week.

 

[rmontgo892]

I can understand and I am sorry your stay was less than magical! In all our stays we ran into a few snags here and there and found some WDW resorts more to our liking than others.

I haven't read the whole thread yet but can see it may get a bit...exciting!

I understand about the towels. Still haven't figured out the magic to tipping and receiving... I understand some say they NEVER had a problem but I have and I am a BIG tipper! I am always glad some have NO problems but I have.

That being said, I find all WDW resorts awesome with the themeing etc but yea, we have our preferences. I can also say this because I have stayed in so many and for so many years. When I had a negative experience I try and keep in mind the times of the year and crowds and all etc but a crappy visit is still a crappy visit.

I won't mention which ones but I will say when we stayed here we were in AB section and felt the food court was crowded etc. I would stay there again, though. Have I been back? Nope. I imagine we will be back someday though! We have been back to the fishing hole or whatever they call it and do find it a beautiful resort with its own special charm.

My family LOVES FW cabins (We have stayed at GF a few times for example) and some complain about the busses. Can I see their point? Absoloutely!! That's why we pay the $$$ and get a golf cart. Is a golf cart a necessary expense? Nope!

It's a total bummer you and DH feel so bad and I hope the negative '"feeling" goes away ASAP!!

That's one of the many reasons I love WDW...we have choices!!!

Happy Planning on the next trip!

 

[tippytoe]

My family really enjoys going to Disney. However, over the last 16 years the level of friendliness and service has declined. When I go there I am not looking for any "magic" but just a fun vacation spot for the entire family. I am amazed at how defensive people get about Disney. Why is it that poor service is the fault of the vacationer expecting too much and great service is due totally to the CM throwing some "pixie dust" your way?

 

[Phrank40]

Food courts at Disney- over the years I have stayed at least one stay at each of the Disney resorts with a food court. I am an early riser. It is amazing to see the difference between getting some coffee in the food courts around 7 in the morning (usually not very crowded at all with little or no wait), going back to the room and getting ready, then going by the food court around 8:30 to get something to eat and people are everwhere. Even in the slow seasons, since their are less cashiers, the lines back up in the roughly 8:00 to 9:00 hours.

BTW, I like POR except for time people came into room next to ours at 1:00 in the morning and thought they were at party central. Called front desk and I think security took care of problem.

Phrank

 

[LSUDis]

DisKidz2, the thread starter, had a bad time at Disney...that much can be seen, but we need to be gentler in our defense of all things Disney or we will have a "chilling" effect on resort/trip reviews. No one will tell us the bad if they feel that they must defend every issue that they bring up. Sure, maybe the guests were gripey that night, but if I got NONE of my requests, were simply given a gesture toward where my room was, waited a while (at 9:00 pm) for luggage, had food courts close earlier than posted times, and on and on.... I think that I would be a bit disgruntled, too.

Why do they ask us for requests when we make reservations months in advance and why are we told in some places that rooms are blocked off 4 days ahead of time if rooms are assigned when we get there...first come, first served??? Then, how does Disney plan their occupancies if they assign rooms at check-ins? Just wondering.....

So, I am very pro-Disney...have always had a great time, but let us "allow" people to vent and tell their version of their stays. We need to hear the bad along with the good without posters being told that it is their fault (even if it MIGHT be). Just read and let it go.

 

[safetymom]

I think the whole room request thing has gotten overwhelming at WDW. They do pre assign rooms and it does take some time to figure that all out. A request is just that a request.

But you can ask when you check in for a different room if you don't like what you have been assigned.

 

[Jasminetigger]

LSUDis,

Great Post! I love people who take the high road!

 

[DZNYMGCFAM]

We LOVE POR...we have stayed there for several years in a row. What you are saying has never happened to us, except the luggage taking about 30 minutes to get up to our room..but i won't complain about that!! If I were you, I would not go back at that time of year again. Also, those three rooms on your floor could have been rooms that they set aside for people who are dissatisfied with their current resort or even for emergencies at other resorts. One year we tried the CSR....we did not like it at all and when we talked to the manager at the CSR and she told us each resort holds a few rooms aside for things of that nature. She called POR and got us a room over there, we spent the rest of our 6 out of 7 nights over at POR.

Now, CSR fans...we thought that resort was beautiful. The rooms were very nice and the Pepper Market has wonderful food. What we had a problem with was the extremely long walk from our room to the lobby/food court, not a lick of shade (I know it goes along with the theme), my middle daughter is a fair skin red head and I am also fair...we turn into flames when the sun hits us , so we are just better suited for POR. Everyone is different and that is why it is great that there are different resorts with different themes and amenities!!

Sorry your family did not enjoy POR....it is my families favorite, my two older kids know that place like they do their own neighborhood!!!!

 

[VickiVM]

I'll be at POR in a few weeks and although it's disheartening to hear the OP's comments, it's good for me to take them for what they are - a guest's impression of a resort. If there is a trend of poor service, then I want to know about it. If food services management is allowing employees to shut down early, CM's are inattentive, guest services lacking - I need to know.

How many times has someone posted a poor resort report and the "XYZ Resort" fan club takes offense as though this resort could do no wrong. And more often than not, that person who didn't enjoy their stay at WDW rarely voices their issues to someone in management. Disney won't fix what they don't know is wrong - nor will they spend money to raise the level of CM performance if we all gloss over the fact that we spend thousands of dollars on our vacations there and are entitled to a quality of service that merits our hard earned money.

Soooo - I will still expect to be wowed at Disney - they haven't failed me yet. But I will be on the lookout at POR for the kinds of things the OP mentioned. If issues arise (NO excuse for merely pointing in the direction of the bldg. when a guests asks how to get to their room), I will respectfully request better service. If that doesn't improve service, I will request to speak to management. If more and more people have a word with managment when warranted, I bet performances improve!

 

[dizkidz2]

LSUDis Thank you for your support!!!!!!!
I was just posting MY experience.

Why is it my fault for coming in at 9pm for not getting any requests? I was told that a couple of days out your resv and requests are looked at and rooms are blocked accordingly. If this is not being done at all the resorts, then like you said why do they ask for requests? I made these resv. and request in Nov. so you mean to tell me that if someone makes a resv. and a request a month ago and arrive early that they should get their request before mine? What kind of business is that?

I started this post by saying that I have stayed at several DW resorts and all time of the year, busy times and not. I'm am not a Newbie to Disney. I know what time of the year I was going to be there. Yes, Spring Break, one of their most busy times!
The CM at check just pointed to the building on the map and wrote down the room #, and when asked what floor we were on, she couldn't even tell us. She said that there will be signs.
Ok so I guess that it was my fault that I didn't read the map to find my room , I didn't know we had to find it ourself.
If Bell Service told us that it would be a wait for our luggage delivery, fine. But they didn't! They told us it would be right up, just call when you get to your room. We got to the room, called and again they said it would be right up. So I guess I should have expected and hour, right? Even though they didn't say that. I could say that we have never waited for a hour for luggage in any of our stays at Disney, busy or not.
My note for housekeeping said "Extra Towels, Please" plain and simple. And when housekeeping didn't leave towels after the second day, I called and received plenty of towels for the whole trip. I shouldn't have to ask for more shampoo, coffee or cups.
As far as the late check out, and the flaming I got for that one ----
I was told that a certain # of requests for late check out can be accepted, and once there are gone, then there gone. I called 2 days out because I really wanted a late check-out. (just till 12:30) I'm really sorry I didn't want to walk around in my jeans and sweatshirt all morning before going to the airport when it was to be 70 something. But I'm sure people have and it's been ok, but it not something we like to do. If late check out is offered, why am I wrong & discurtious for asking for one.
If the food court is to serve certain foods till 10p.m. then they should serve it till 10p.m. not 10-15 minutes before. At 10p.m. they should cut off the line, ex: by saying "after that guest we're closed" and thats it easy to understand.

I'm really sorry if I offended the POR lovers with my experience. But this is MY experience and we won't be back to stay.

 

[Lewisc]

You were given a map. It's really not Disney's fault you had trouble reading it. This room request thing is getting out of hand. How many rooms meet your request? Corner room one of 3 buildings. Are there even a dozen rooms that meet your requests. Room request isn't supposed to be a request for a specific room. It's certainly possible you were pre-assigned a room that went to someone else. Check in late and you'll get the left over rooms. ANY HOTEL.

I agree it shouldn't take an hour for you to get your luggage. It's a shame you couldn't get a bellhop to take you to your room with your luggage.

Were all the cash registers and counters manned? If not you have a legitimate complaint. If they were then you were a victim of booking a popular week.

Late check out is subject to availability. You should be glad it was offered at all.

I don't understand your point on housekeeping. Was your room missing soap, coffee and shampoo? Many hotels give a you a starter quantity of coffee and expect you to purchase extras.

I guess I agree:
--bellhop should have been faster
--possibly the food court could have been better staffed and shouldn't have closed early
--you should have gotten the extra towels and pillows BUT

I think you're wrong
--late check out is not always available
--room location is not guaranteed
--you should have been able to find your room by looking at the map and signs.
--IF you were annoyed you didn't get enough shampoo and coffee to bring home.

 

[Stressa]

The whole room assigment issue at Disney just boggles my mind. We checked into the WL last year. I had only made two requests--non smoking and the Magic Kingdom side. We arrived at about 1:30 to 2:00 to check in. The CM basically criticized me for being there early. Of course, he said our room was not ready because check was not unitl 3:00. Then when I asked about our room location, he scoffed and said basically said, "Are you kidding? Those rooms are long gone by people who checked in earlier today." He really made me feel like an idiot. So which is it? Check in at 3:00, but the good rooms are all gone by then? It really started our trip out on the wrong foot to be treated that way. The front desk can make such a difference. So, give the OP a break. If time of check really matters, then they should not take any room requests beyond smoking/non, handicapped or king mattress--things they know they can save until the person arrives. When I make a reservation at other hotels and I give them a credit card, my room is guaranteed for late arrival, and at WDW, your room is already paid for and it shouldn't matter what time you check in.
I know lots of people like WL, but I won't go back. And before the flames arrive, no this wasn't the only issue there, and we have been to several other WDW resorts.
Stressa

 

[safetymom]

That is why they should do away with being able to make room requests. Requests are just requests but yet people feel that they should get what they ask for all the time. There aren't enough rooms for everyone to get what they ask for.