Just back from POR - very disappointed

[Lewisc]

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.

ITA. There aren't enough MK rooms at WL to go around. Not enough partial LV rooms at POLY to handle all the guests who want to pay for a GV and get a LV room.

Maybe the requests should just be a series of questions. Smoking/non-smoking. Bedding preference and floor preference. Get rid of the requests which are basically a request that only 5-10% of the rooms in the resort can fill.

 

[dizkidz2]

Ok I can see that this is getting out of hand.
I just said I made requests and they were not met! For all the people who post that their requests were made, I posted that mine were not. End of story!
I did not say I had trouble reading the map, all I said is that I asked the bell sevice guy (that I was standing in front of). And as far as bell service they definately need more help.
No not all the cash registers were open.
I know late check out is upon availablity, thats why I called 2 days out orginally,& yes I'm glad I got it!

Oh yeah I guess I forgot to mention I always stock up on coffee and soap for home! Thats my reasons for wanting it. With all the money I spend at Disney I guess I can't afford these thing when we get home.

 

[DebIreland]

Hi

I'm so sorry you had a bad time. I completely agree with you in the examples you gave. Service like that is unacceptable. I have stayed in many, many hotels from budget to luxury in many places, which were often crowded at peak season but would be very upset if service was poor. I simply cannot understand people making the excuse that "it's busy". If a hotel cannot handle large crowds then they obviously need to do one of two things, either 1) hire more staff or 2) cut back on guests. Not enough pillows? That is ridiculous. Doesn't matter how busy it was, you should have got the pillows. It's not like they let you know in advance that service would be adversely affected by crowds so expect the worst. Presumably you paid the asking price but got half the service. That's not right. You should have been given clear directions to your room and treated with a warm reception. A warm reception is not of course a legal entitlement, lol, but it certainly makes for a more pleasant stay and it's common courtesy and good business. Clearly the late check out was something they found difficult to accommodate so instead of leaving you hanging they should have told you upfront that chances of accommodating that request would be slim and not to hold out hope. Or better still, just not offer it as a service during certain crowded times of year. That way you would have at least known upfront.

Poor service like you got is unacceptable, end of story. Doesn't matter if there are 2 guests or 2000 guests. You paid your money, you got a bad return on it. I'm sorry. Hope you enjoyed the theme parks though. I'm glad to see an honest report of problems at Disney. It makes my expectations more realistic. Thanks for posting.

 

[Peter Pirate]

For all of the money I spend at Disney...

That about says it all. Listen, EVERYBODY spends that money, it doesn't make your ridiculous requests any different than anyone elses ridiculous requests.

I asked for a room at AKL that would have giraffes out of my window every hour of everyday and Disney coudn't provide that. Boohoohoo. When I complained the CM didn't take me seriously, can you imagine. Boohoohoo.

Room requests (just like towell animals) is way out of hand. They should take necessary requests seriously, two beds, bunk beds, non-smoking, handicapped, etc. and forget the foolishness of trying to please everyone. It can't be done.

Regarding the declining CM service (as noted by a long time WDW visitor), this is just incorrect (IMO). Again,IMO, the problem lies with the expectations you (we) have evolved to. Every trip gets you more familiar with what can be. Every trip gives you something special. After 20 visits you have a huge list of things that were special to you over time and you've now come to expect them everytime. This is an impossibility.

Certainly cash registers should be manned and things should be as efficient and friendly as possible, but it seems the worst service will always come at the busiest times no matter what. BUT, you have the choice of going during these times or not.

I think it's great that negatives get posted along with positives...This is how we can spot trends. But when petty theft is passed off as murder the view of justice certainly becomes skewed.

 

[Talking Hands]

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?

A request is just that. It is not a guarantee. There may have been other who checked in before you who came in with situations that made it impossible to grant your request. A few handicapped guests came in and had not informed Disney that they use ECVs and had to be moved because AB has no elevators and they were assigned to 2nd floor rooms. Or the message never got over from CRO. More requests than rooms fitting that request.
The other issues I can see but not getting a request ( and I don't mean a medical request as that is different) is not a reason to complain. Sometimes we don't get our requests.

 

[Lewisc]

That about says it all. Listen, EVERYBODY spends that money, it doesn't make your ridiculous requests any different than anyone elses ridiculous requests.

I asked for a room at AKL that would have giraffes out of my window every hour of everyday and Disney couldn't provide that. Boohoohoo. When I complained the CM didn't take me seriously, can you imagine. Boohoohoo.

:

OP all but asked for a specific room. The problem is everyone goes to the same internet boards and has the same requests. It's not as ridiculous as you state, OP asked for specific rooms that exit. I agree other people also spent money and is just as entitled to one of the preferred rooms.

I agree with the OP with regards to the staffing issue. The resort was all but sold out. The food court shouldn't have closed early and the registers should have been manned even if the managers had to roll up their sleeves. If it was going to take that long to deliver the luggage the bellhop should have said so. Maye the poster would have have taken their own luggage.

Some of the complaints are valid some aren't. It's a shame Disney didn't adequately staff. That would have solved the legitimate complaints.

 

[mudogs]

I also have stayed at many Disney properties and now all the moderates except CBR. I was least impressed with my service last week at POR. I checked in a 3:40 and my room was not ready. I requested the Alligator Bayou, no specific building, but I knew that may not be acknowledged since we were a party of 2. As suspected, it was not. We were put in Oak Manor. Our carpet was unswept. the bathtub was full of long dark hairs. Our drinking glasses had what looked to be dried toothpaste in the bottom of them. When I did call for my room number around 5:00, I had no idea where to go and had to ask the bellhop. I was not given a map at check-in! The second night we were there, we had plans to go to the Whispering Canyon Cafe and when we got to the bus stop there were many angry people there who had been waiting for a Magic KIngdom bus for 45 minutes. We took the next bus to Epcot and transfered that way. Luckily we moved to Animal Kingdom LOdge the next day for the remainder of our stay. I understand it was spring break week and we should expect a little slower service and long lines, but I can say I have been to Disney for the last 5 spring breaks and have not encountered the lack of service I had this time at POR. The day I had my luggage moved we had to wait about 20 minutes for the bellhop, which I expected and was OK with. I will add that the day we checked in (Tuesday the29th) they had one person working the cash register at the food court and the line was all the way back at the coolers in the corner.
Our stay at AKL was wonderful! It was still spring break, but the service was excellent and I have no complaints about our stay there. I might add, service should be no different from the values to the deluxes!
Flame me if you want! I think at the age my kids are now, when we stay at a moderate, we will return to CSR.

 

[funnybunny921]

flame me if you want --I don't care.

It really bothers me when I read posts on the dis boards and people decide that they are better than other posters. That if they think it's a posters fault and not disney's then obviously they are right.

NO ONE has the right to be mean or nasty to anyone else on these boards.

I appreciate the opinion posted here, I think that poor service is just that, poor service. I have been to disney at Christmas many times and usually have had excellent service. Yes, there are lines for bathrooms, food, and rides durring holidays, but that doesn't mean a CM should be rude, or even un-friendly. It also means that disney needs to have every register manned (or womanned if you will). People know that there will be lines, but when there is only one register opened for all the people wanting breakfast, people get angry.

ok I just felt like sounding off. Basically I think people on this board sometimes need to chill and just remember that if some one wants to post a bad experince that they can and should and they shouldn't be attacked for it.

 

[safetymom]

Let's get back to the topic otherwise this thread will be closed. Thank you for your understanding.

 

[BostonRob]

I might add, service should be no different from the values to the deluxes!
Flame me if you want!

OK, here come the flames. Some deluxes cost 4-5 times as much as the Values. Why should the service level be the same? I would expect better service if I was paying more and less service if I was paying less. I think you're delusional if you believe otherwise.

 

[vanyel]

You know, I do expect the same level of service no matter what I pay. Service should be standard at all resorts. It seems to me that if you say those who stay at a value resort should not expect as much "service", you're saying if you don't have enough money to stay at a deluxe, then you're not worth good service.

I hope and assume the poster who mentioned this meant that the deluxes have more and better amenities because, imho, that's what we pay for when we go to a deluxe.

These boards should be open to both positive and negative comments. Is this just the "I love WDW no matter what" board?

The OP has some valid complaints, and perhaps some others that might not be as legitimate but each of us have the right to react to our own situation. I'd be upset about some of the things he mentioned but others wouldn't phase me at all.

But, if I don't have giraffes outside my room at AKL at all hours, look out!

 

[mickey12810]

DH and I were there March 14-18. This was probably the start of Spring Break. We were not happy with POR either. Although we did get Magnolia Terrace like I had asked but ended up with 2 beds instead of the king that I had requested. Housekeeping is poor. First my bed was short sheeted. Called housekeeping at 3:30 to come and fix it, left room, returned at 4:30 and nothing was done. Called again, they said they would put an ASAP on it. We left for dinner, came back and all that was done was they put a mattress pad on the bed which was missing to begin with. Called and talked to the manager this time and they said it would be taken care of right away. Left room for about an hour, came back and nothing was done. Housekeeping was outside our room waiting for us. Finally the bed was fixed, but then day 4 comes when they change the sheets and you guessed it short sheeted again. Also there was a dirt ring around our tub and the vanity area was not the cleanest. We left a tip the first morning and got new soap and shampoo. Next morning I did not leave a tip because of the condition of the room and did not feel that it was warranted and we did not recieve new soap and shampoo. I'm glad to see that I am not the only one that stock piles the soap and shampoo for at home. Would I stay here again, maybe.

 

[xbelle]

I stayed at POR 2 weeks ago, just before spring break. Requested Magnolia Terrace and thankfully got it. I found the room was generally clean, although sometimes we would come back around 4:30 and it still wouldn't have been cleaned. It took them 4 days and a few notes to get them to replace the cups, shampoo and soap which we weren't impressed by. The cafeteria had ridiculously long lines for overpriced food so usually we would go to Boatwrights and make reservations the night before. The walk to our room wasn't too bad, although it was a little annoying after you had walked from the room to the main building, then back to the room, then back to the gift shop. What really bugged me was that they vending machine buy my room sold every drink except for water. The best part of the resort was the different bus depots and the grounds, which were gorgeous.

Would I stay there again? Probably not, although it was pretty good.

 

[DissyLove]

Just wanted to say I appreciate reading everyone's opinion on this resort (both good AND bad) as I am staying there in June, and it helps me prepare myself for what i might be able to expect.

As far as the OP, it sounds like service was not that nice, probably because they were busy and short staffed, but I do think Disney should staff higher for these busy times.

Also, I think you should be able to expect courteous staff at each and every Disney resort, but guest to staff ratio is higher at the more deluxe resorts, so of course there you are going to be more likely to get the kind of quick, personalized attention that you want. Anyway, thanks for all the comments I actually do enjoy reading all I can on both sides from these boards!

 

[LSUDis]

We've talked about this on other threads...but at what point do the parks' capacities drop under what can be housed at the resorts? I mean, perhaps Disney should not evaluate their capacities based on simply park capacity, but also on resort capacity.

At what point do Disney food suppliers, resorts, and buses become overwhelmed? I bet that number has nothing to do with park capacity. I know the parks take off-site people, so how is that an accurate measure of resort overloads? I guess that they do keep a daily census of guests on-site, but what do they do with it? Open parks earlier? Do they actually hire more drivers/workers for that day?

At what point does Disney need to build another park or hire more bus drivers and buses b/c resorts are at capacity?---not the parks, the resorts.

Do they hire many temps. during Easter, Thanksgiving, Spring Break, and Christmas?

It just seems that as smart as Disney has been with customer service, that something could be figured out in advance for these days of full resorts.
If we (on these boards) know when the crowded days will be, then they know when the crowded days will be,too.

 

[momof2inPA]

OP,

How would you compare POR to CSR? Your stay reminded me of mine from a few years ago. Although I didn't make any room requests, I found the customer service at the front desk and bell service lacking (and that's being generous). I've been reluctant to try another moderate, but my husband has a meeting at CSR this summer, and I thought someone with the same tastes might have some insight in comparing the two resorts.

 

[mudogs]

BostonRob,

What I meant was that the rooms should be just as clean, the bus service should be just a good......of course some better amenties should come with the deluxe than with a value.

 

[HANDYMOM]

Disney is just like any other service industry company, they are dependant on the quality of the help, whether it be their front line CM's or the management. Anyone try to hire someone in the minimum wage range lately. It's really hard to find help that will even show up, forget be friendly (as they should be!) these days. Paying more for more reliable, more professional staff would ultimately raise prices from tickets to rooms to meals. We would all be complaining about that too!

Veteran DISers know that Disney has been "challenged" to say the least in the past few years. Their focus has definately been on other things and Disney World started to reflect that. More recently the focus to keep DW the standard in all inclusive amusement park resorts seems to be returning. It will take time.

If the OP or anyone else chooses not to return to POR, I hope they find a Disney Resort that makes them happy. I just figure this makes more room for my return. I will say, however, that our own perspective and attitude makes or breaks our own vacation. Inconveniences, pillows and lines (pretty much a standard at anything amusement park related) can and to some degree should be expected. Each of us decides for ourselves what is tolerable.

All I know is, I'd rather be at POR in a room as far away from the main bldg, pool and/or bus stop with too few lumpy pillows and be darned near starvation for waiting in line at the food court than be anywhere else. No matter what the service I am there with my family, at Disney and no matter what we are feeling all that pixie dust.

OP, no offense to you. To each their own!

 

[KarenAylwood]

Just wanted to say I appreciate reading everyone's opinion on this resort (both good AND bad) as I am staying there in June, and it helps me prepare myself for what i might be able to expect.

I've stayed at POR with my mom five times (well, twice when it was called POR and three when it was called Dixie Landings). We've loved every stay and preferred it WAY over CBR. My mom has stayed at CSR and didn't like it half as much as POR.

Every experience is different and for those of you who had bad service there, I feel for you- because nothing makes me angrier than bad service!!

Dissy- just go into it with an open mind and don't let the bad comments overshadow your expectations. If you go there thinking it will be a bad experience, it most likely will be. Hey, you've already got reservations so what are you gonna do now? I hope you have a great stay!!

 

[mudogs]

I wasn't the OP but I will say we really enjoyed CSR. Even thought it is pretty spread out, we found the service to be very good and the grounds were really nice. I don't think you'll be dissapointed. We also really enjoyed French Quarter, but the kids were smaller and liked the pool. I think at the age they are now, they would rather have the pool at CSR., but we've already decided next trip will be BC or AKL again!