Just back from the Poly....bring on the flames!(long)

[DisneyDmbNut]

Originally posted by ducklite
You'd be suprised how eager they are to cannabalize each others guests.

 

[Kelly Nelly]

Well lets chalk up another wonderful experience at Disney's Bamboo Holiday Inn. It is really getting very repetitive about the Polynesian lately, the service there is the worst. Its seems as if they have two types of Cast members. #1 People who love Disney and will try there best to please you, or # 2 Disgruntled workers who hate Disney and every thing about it and view there employment at the Polynesian as a crummy job. To me it seems that the vast majority at the Poly rank in at the #2 category, this place charges way to much for there poor service, the only question the Cast Members seem to know the answer to is " I don't know let me go to the back and talk to my manager." And then they leave for like half an hour hopeing that you are frustrated and left the desk. Lets face it folks this Resort does not stack up to the other Diseny Resorts. Big thumbs down to the Polynesian, Boourns.

 

[Jalva22]

To be fair, I've searched the board history this morning and have found plenty of very positive experiences at the Poly (one posted just this morning).

Also to be fair, I know people occasionally have negative experiences at other property resorts. And I know there must be several CM's still dealing with huge personal issues due to the triple hit Orlando took from the hurricanes. Still, I've seen several posts like this about the Poly but very few from the other deluxes. That makes me think something really is going on at the Poly with personnel issues.

As someone visiting for the first time next year, the conclusion I'm drawing is that I've got about a 50-50 chance of having a dreamlike vacation at the Poly. Unfortunately, it seems I've also got a 50-50 chance of having to deal with CM's with an attitude. For $300/night, I don't think I'm willing to take that chance.

 

[Goofy4]

Could it really be a "Polynesian" thing? I would think that CMs would move around between resorts and management would be all over bad attitudes amongst CMs being concentrated in any one place.

Come to think of it, is there a "tiered" pay system? Would a gig at a deluxe resort pay more than the moderates (for the same work?).

Anyone know if Disney does follow-up surveys or uses any other measures to judge guest satisfaction? If there's a downward spiral here, I would think they would know it and would try to do something about it. It would be nice to think that they would periodically check these boards...

 

[freediverdude]

Well I'm not any type of expert on the Polynesian, but I stayed there just recently in between two of the storms, and I find it hard to believe that there's a 50-50 chance of dealing with attitude. Every single person I dealt with was at least pleasant, if not overly nice, and I dealt with quite a few. I met 3 bell services/valet guys as well as the lady behind the bell services counter, the lady at the front desk, two ladies and the manager guy on duty at Captain Cook's, the older lady who worked in the News from Polynesia shop every day who is just a wonderful sweetheart, several people upstairs in the Samoa Snacks gift shop, and 4 or 5 different people in Ohana, 3 different people who work at the marina and as lifeguards, a maintenance person checking the outside of my building, 3 different people at Kona Cafe, and at least a handful of people who worked in the clothing shops outside of Captain Cook's. And not a single one of them was unpleasant or gave attitude. And I would think meeting that many people, if there was a 50-50 chance, I would have met at least one bad apple. But I guess everyone has their opinion, and I know not every single stay is going to be the best.

 

[KathyTX]

I don't think it's really just a "Polynesian" thing. All organizations/departments go through ups and downs in quality. Sounds like the Polynesian may have been experiencing more than its fair share of personnel issues recently, but there's no reason to believe these will continue at that location indefinitely. It's also true that these problems can and have happened at the other WDW deluxe resorts.

I know that my own least magical stay onsite came at the Grand Floridian. Lots of little problems and disappointments that stay, and it's colored my attitude toward that resort ever since. I know that others have had wonderful experiences there, but mine was not. I've read of problems at the Contemporary, AKL and WL as well. Fortunately, many more guests have satisfactory than disappointing stays at all of the resorts. But the disappointments can and do happen everywhere.

And when a guest experiences real customer service lapses, as the OP has, he can and should speak to someone in a position to make the appropriate remedies.

 

[Sammie]

Originally posted by Goofy4
Could it really be a "Polynesian" thing? I would think that CMs would move around between resorts and management would be all over bad attitudes amongst CMs being concentrated in any one place.

Come to think of it, is there a "tiered" pay system? Would a gig at a deluxe resort pay more than the moderates (for the same work?).

Anyone know if Disney does follow-up surveys or uses any other measures to judge guest satisfaction? If there's a downward spiral here, I would think they would know it and would try to do something about it. It would be nice to think that they would periodically check these boards...

Disney does follow up surveys. They do have a department that reads the Internet Forums. They review each and every complaint that comes in through Guest Services and Communications.

However what everyone needs to remember that the messages posted here are a very small percentage of the total number of guests staying at Disney resorts in a years time.

The complaints about a particular resort seems to come in waves. Every resort at Disney at one or another has had their share of the bad review waves.

 

[Tess]

Anyone know if Disney does follow-up surveys or uses any other measures to judge guest satisfaction?

WDW typically sends follow-up surveys to their guests after check-out. I know I have completed many of these surveys over the years and always write follow-up letters praising and critiquing service received. Unfortunately, we didn't receive any survey this year after our stay at Polynesian in June. I found it curious at the time and more so given the number of complainants of late. Actually, there would have been nothing but praise this year--everything, including the weather, was spectacular during our visit.

I have been biting my tongue on this post, but the Bamboo H. I. comment finally drew me in (or suckered me, whichever you prefer).

All of the resorts have issues and if you're a long time visitor to the DIS (or other boards for that matter) you know that there isn't a one that has been unscathed at some time or another. Having been on the DIS since nearly its inception, I am a firm believer that complaints about resorts are cyclical. Almost no one ever complained about AKL, but in recent months I've seen some dissatisfaction voiced with service there. Ditto WL. GF has also been taking some nasty hits lately. In my view, it's just the Polynesian's turn.

I've stayed at a good many of the resorts, concierge and otherwise, (BC/YC, GF, AKL, BWI, CBR, POR, ASMu, and Polynesian). There has never been anything so negative at any of these resorts (Polynesian included) to warrant a complaint about my vacation being ruined--tainted yes, ruined--no. The vacation moments are up to me and mine and I'd never give CMs, resort atmosphere, even weather (and we've been through tropical storms and 10 day long rain storms over the years) power to decide what my experience will be--life is too short to give up that control. Further, we have learned over the years that we won't tolerate poor service--there are always other options and issues need to be addressed as they arise NOT after the fact.

In this case, the damage is done and I do agree that a letter is in order and if the poster wasn't given a deduction in room rate for the downgrade, then--obviously, that should be addressed forthwith.

What I really fail to understand is the need by some to bash the resorts, in this case Polynesian, as if doing so will bring some degree of satisfaction? As far as the 50/50 CM comparison--I'd have to disagree--there are far more good here than bad. We've come to know many of the longterm CMs at Polynesian and, in return, are recognized by sight. These folks work very hard from bell services to mousekeeping. Admittedly, there are some rotten apples at Polynesian and we also know them by name and sight! We do our best to avoid these CMs. I've also seen the same rotten apples with different faces at ALL of the resorts and theme parks, not to mention other hotels outside of Florida. I choose to ignore them OR immediately point out the inadequacies if warranted. Most of the time I choose the former because, as I said, life is just too short to let a sour attitude ruin my day.

I make no excuses for any CM not performing to his/her best. Hurricanes or no, poor service is poor service and reflects badly on the entire resort--not just the individual. It grieves me when I hear such negativeness about our favorite resort, but I know it does happen--just know that it's not exclusive to this resort. If I had my way--all CMs would be as terrific as the vast majority at WDW, but since we are human--it just isn't possible.

To the OP--I hope you are able to achieve some level of satisfaction if you opt to write the folks at WDW and Polynesian. I am actually pretty shocked that you weren't offered an upgrade whether it be to concierge at Polynesian or LV elsewhere. It's been my experience that this resort comps people more often than not when they get a bum deal. I do feel badly that wasn't the case for you and your husband.

 

[wdwobsessed]

I have stayed at the Poly once and though we had nice CM's I have to say I think the entire resort smells of mold and mildew. I think this entire resort needs a major overhaul. I'm not sure if it still boasts the "Brady Bunch" interior it had in 2002! LOL

Though we found the CM's nice and the grounds pretty.

I agree with the OP about writing a letter. I would keep it to the facts only and things they were in control of. For example leave out the "wall to wall" comment about the pool as that is just part of staying at a full resort.

I would expect you to be given compensation for the downgrade in room. I agree you should have been moved to another resort or at least given a complimentary night or something!

Alas ... I think the time to do all this is when you are there. I would have stood right there and demanded satisfaction and compensation the very first night. Period.

I'm sorry you had such a bad experience. I know many people love the Poly and it sounds like they just did not live up to their reputation!


WDWO

 

[John Dobbertin]

I know I've read many positive posts from Disneyphiles who are Huge fans of the Poly. Recently, however, there seem to be more negatives on the Poly. Am I correct this was the second major hotel on the WDW property? We've never stayed at the Poly, but have made numerous visits. Lack of anything you would call a lobby seems a negative. It sounds as if the rooms are in much need of a major re-do?

 

[sotoalf]

No - the rooms DO NOT need a rehab, unless they suffered hurricane damage. If you'll go to Tikiman's site, you'll learn that the Polynesian has had one of the most extensive rehab schedules of any Disney resort in recent years. Every single longhouse was remade and remodelled. The Great Ceremonial House (lobby/common area) was last touched up in 1999, so anyone who claims that the Polynesian looks the way it did in 1973 needs to retract that statement.

 

[MisterDisney]

Without trying to start a flamewar ... I had one of these supposed refurbished rooms back in Jan/Feb, and guess what? There was mold and mildew in many parts of the room (around vents, bleeding thru wallpaper, etc). I dont know why as I am no expert, but the Poly seems less immune to this stuff (because of hows it was originally constructed as modular, location, I dont know).

You can state all of the facts you want about refurb, but peoples perceptions are real whether you wanna believe it or not. I would dare to say if people feel the place seems a bit rundown, its probably because it is ! Hard to believe that that many people are just imagining things.

Sorry if I insulted anyone<
Thanks

 

[smjj]

I think the smell(I don't smell it) might be due to the larger amounts of vegatation and water at the resort both in and out.
As for the run down look. I don't think so, it looks just the way its suppose to look. That is the theming of this resort and I like it themed this way. Some like the theming of the CP and others the GF. That just different taste. As for rude CM's, I have never in our stays there had one of them anything less than very nice and helpful to us. I find it hard to believe that all rude CM's somehow get placed at one resort. I am sure each resort has its fair share of them. As I mentioned earlier on another thread, you never hear from the 999 out of 1000 that stay at this resort and have nothing but good memories. You need to take note that this resort is always full and many are return quest. I think this thread needs to be closed. Certain people just like to complain and then get upset when other don't totally aggree with them and then the flaming starts as it is now..JMHO....smjj

 

[Pea-n-Me]

I read this whole thread, then went back to the OP's story. Not intending to flame, just voicing my opinion.

I feel badly things got off to such a bad start for you. But it seems to me that when you first went to your assigned room and found it torn apart, you should have known you needed another room and just gotten the heck out of there! Your DH could have stayed with your bags while you ran back up to the GCH and found the original nice CM who mistakenly gave you that room in the first place (I always prefer to speak to people in person rather than have the anonymity of the telephone). I'm sure she would have taken steps to make it right, rather than you having to play Phone Tag with numerous clueless CMs and getting a major runaround, putting a big damper ultimately on your whole vacation. Had you gone up when you were still relatively calm and only minorly perturbed, found the girl and spoken to people who actually cared and had the power to do the right thing, I believe you would have been taken care of and probably moved to a room equal to or above that which you paid for and were entitled to, and thus had a more enjoyable stay.

Things like this can happen anywhere. I bet if you got off to a good start you would have felt differently about the Polynesian. Sorry this happened and hope your next stay is more Magical.

 

[k&a&c'smom]

Originally posted by Tess
WDW typically sends follow-up surveys to their guests after check-out. I know I have completed many of these surveys over the years and always write follow-up letters praising and critiquing service received. Unfortunately, we didn't receive any survey this year after our stay at Polynesian in June. I found it curious at the time and more so given the number of complainants of late. Actually, there would have been nothing but praise this year--everything, including the weather, was spectacular during our visit.

I have been biting my tongue on this post, but the Bamboo H. I. comment finally drew me in (or suckered me, whichever you prefer).

All of the resorts have issues and if you're a long time visitor to the DIS (or other boards for that matter) you know that there isn't a one that has been unscathed at some time or another. Having been on the DIS since nearly its inception, I am a firm believer that complaints about resorts are cyclical. Almost no one ever complained about AKL, but in recent months I've seen some dissatisfaction voiced with service there. Ditto WL. GF has also been taking some nasty hits lately. In my view, it's just the Polynesian's turn.

I've stayed at a good many of the resorts, concierge and otherwise, (BC/YC, GF, AKL, BWI, CBR, POR, ASMu, and Polynesian). There has never been anything so negative at any of these resorts (Polynesian included) to warrant a complaint about my vacation being ruined--tainted yes, ruined--no. The vacation moments are up to me and mine and I'd never give CMs, resort atmosphere, even weather (and we've been through tropical storms and 10 day long rain storms over the years) power to decide what my experience will be--life is too short to give up that control. Further, we have learned over the years that we won't tolerate poor service--there are always other options and issues need to be addressed as they arise NOT after the fact.

In this case, the damage is done and I do agree that a letter is in order and if the poster wasn't given a deduction in room rate for the downgrade, then--obviously, that should be addressed forthwith.

What I really fail to understand is the need by some to bash the resorts, in this case Polynesian, as if doing so will bring some degree of satisfaction? As far as the 50/50 CM comparison--I'd have to disagree--there are far more good here than bad. We've come to know many of the longterm CMs at Polynesian and, in return, are recognized by sight. These folks work very hard from bell services to mousekeeping. Admittedly, there are some rotten apples at Polynesian and we also know them by name and sight! We do our best to avoid these CMs. I've also seen the same rotten apples with different faces at ALL of the resorts and theme parks, not to mention other hotels outside of Florida. I choose to ignore them OR immediately point out the inadequacies if warranted. Most of the time I choose the former because, as I said, life is just too short to let a sour attitude ruin my day.

I make no excuses for any CM not performing to his/her best. Hurricanes or no, poor service is poor service and reflects badly on the entire resort--not just the individual. It grieves me when I hear such negativeness about our favorite resort, but I know it does happen--just know that it's not exclusive to this resort. If I had my way--all CMs would be as terrific as the vast majority at WDW, but since we are human--it just isn't possible.

To the OP--I hope you are able to achieve some level of satisfaction if you opt to write the folks at WDW and Polynesian. I am actually pretty shocked that you weren't offered an upgrade whether it be to concierge at Polynesian or LV elsewhere. It's been my experience that this resort comps people more often than not when they get a bum deal. I do feel badly that wasn't the case for you and your husband.

Well said, Tess! The Poly is one of our very favorite resorts, and even if we have a few minor problems during our stay, we don't let that ruin our entire trip. I don't get the "moldy smell" issue, as I have severe asthma, and any sort of strong odor brings on an attack. As another poster stated, I feel that a lot of this is the landscaping, with so much vegetation and water around. We smell this same vegetation odor whenever we visit So. FL (the Keys) where there are so many exotic plants. And as far as someone having a "50-50" chance of having a bad time, I think that is way off. The vast majority of cm's at the Poly are wonderful, warm and caring.

To the OP - so very sorry for your bad experience. This should have been handled immediately by the manager, instead of hiding in his office. To me, this points to a problem at the top. Hopefully, you did get a refund on your LV charge. That is the very least they should have done for you. Hopefully, this doesn't sour your perception of WDW, and your next trip is as magical as your heart desires!!

 

[smjj]

People are always anxious to post negatives and much less to post postives about any situtation, thats human nature. Some of these post are just down right wrong and are just to stir up a fuss. I question the validity of some altogether. I know one thing. We have stayed there twice and had a wonderful time each time with no complaints at all. The theme is just as it should be. Where the dated look comments are coming from, I have no idea. It looks just as it is suppose to look. The only sad part about this is we resently joined DVC and will be staying at OKW now but plan on making visits to the Poly to eat and for the Luau show. For a supposed run down resort, it still packs them in. I think the 999 out of the 1000 that have a great time there need to post here so others can get a more accurate picture of the Poly...smjj

 

[Cinderella37]

We've only been to the Poly in the past 8-9 years to eat and so I can get a whiff of nostalgia, but I'm assuming that the negative experiences with so many CMs can be attributed to an issue with management. Management can completely color an individual's attitude and motivation. My fiance used to run a company that was owned by a complete jerk and guess what? He was miserable, which in turn made the employees miserable. Just because it's WDW don't assume that all of management is happy and cheery - it seems lately that it's the complete opposite.

This takes nothing away from the OP experiences. But I'm assuming that management policies and lack of communication had something to do with the terrible treatment. If a manager/management team treats the CMs lousy, they're going to be more apt to treat you badly too (though it's wrong and there are many out there who wouldn't).

 

[dopeys biggest fan]

oops i double posted!

 

[dopeys biggest fan]

Originally posted by Pea-n-Me
I read this whole thread, then went back to the OP's story. Not intending to flame, just voicing my opinion.

I feel badly things got off to such a bad start for you. But it seems to me that when you first went to your assigned room and found it torn apart, you should have known you needed another room and just gotten the heck out of there! Your DH could have stayed with your bags while you ran back up to the GCH and found the original nice CM who mistakenly gave you that room in the first place (I always prefer to speak to people in person rather than have the anonymity of the telephone). I'm sure she would have taken steps to make it right, rather than you having to play Phone Tag with numerous clueless CMs and getting a major runaround, putting a big damper ultimately on your whole vacation. Had you gone up when you were still relatively calm and only minorly perturbed, found the girl and spoken to people who actually cared and had the power to do the right thing, I believe you would have been taken care of and probably moved to a room equal to or above that which you paid for and were entitled to, and thus had a more enjoyable stay.

Things like this can happen anywhere. I bet if you got off to a good start you would have felt differently about the Polynesian. Sorry this happened and hope your next stay is more Magical.

first of all, there was a CM in the room when we got there, so I was speaking to someone face to face and thought that since I was spending $300/night for a hotel, I could trust that we would be taken care of! It was about 95 degrees outside and we were in Tahiti which is the longhouse that is furthest from the GCH and both me and my husband were exhausted from the previous days travels. we were told face to face by a CM that we would be picked up and brought to our new room. I never asked them to do that, they offered! I was more than willing to go back to the lobby, but they insisted that we wait to be picked up and taken to our new room, that is the only reason we stayed where we were! If you continued to read my origianl post, you would have read that I did go down to the lobby and speak with the woman you gave us the room in the first place. She scolded me for cutting in line, and passed me on to someone else! Even if I did get off to a great start, I still would not have been thrilled with the rooms. They seemed pieced together and very sparce. And it wouldn't have helped the leaky shower head situation either and from reading the other posts, someone else had the same experience as me as far as that goes.

I have been going to Disney since I was a kid ( about 15 visits about 10 days each ) and I have never experienced anything close to what we went through. I have said many great things about other resorts, and don't "complain just to complain" I just expected more from such an expensive resort! I received better service from the POP and ASM! and only paid $59 a night. Resorts that I would highly reccomed would be CR, AKL, WL, and ASM, and am still planning on trying out the moderates. It did not affect the rest of our vacation b/c me and DH were too excited to see each other to let it upset us.

You have to try to understand that I had not seen him in 5 months and was sooooo excited to be staying in the "dream hotel" of my childhood that I expected to get at least the level of service I received at the value resorts I have stayed in.

 

[polkadotminnie]

Here is my experience from this past week. We were first time visitors staying at the Poly Wed-Fri. I have always wanted to stay there since I was a small child.
Positive: Room size
Convenience to monorail
Nice pool
I did not notice any unusal odor or mold. We were in Tahiti (I requested close to the volcano pool, but I realize requests are often not met. I didn't complain since DH did not know I made such a request and took first available room. That was my fault.)
Negative: I called at 7pm and requested a bed rail. CM says I'll be happy to take care of that. 11pm - came back from MK no bed rail. I did not want to wait any later so we went to bed without it. I called and explained that we still did not get the bed rail but please deliver tomorrow. Never delivered. But...we get a $26 housekeeping charge on our bill. Maybe they put the bed rail in the computer wrong. I went to straighten this during check out. No apology just I took it off your bill.
On the way to our room to check out, it starts pouring down rain. Several carts pass me with my 3 young DD's and don't offer us a ride. We get soaked!!! A nice CM hands us a towel. It is a beautiful resort, but probably won't go back. We had better service at CSR for less than half the money.