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

[skiwee1]

Originally posted by 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.

There is no charge for bedrails. At least at the Poly! We always get bedrails and have never been charged. I couldn't imagine any hotel charging for them.

 

[polkadotminnie]

That was why I was so disappointed. We have never been charged for them either, maybe they just keyed it in wrong. The bedrails never arrived and we ended up with a $26 charge that was not ours.

 

[hunnypotmama]

No flames from me. I am so sorry you had this experience! I don't know how in the world the CM at the desk would try to "get you a great room," but yet give you a room that is all torn apart. I don't blame you in the least for being upset about that, and for the luggage guy getting his info all mixed up.

I hope this experience hasn't turned you off of Disney altogether. We, too, have had wonderful times at the WL and I hope that made your trip bearable. Hugs to you!

 

[Sammie]

Originally posted by hunnypotmama
No flames from me. I am so sorry you had this experience! I don't know how in the world the CM at the desk would try to "get you a great room," but yet give you a room that is all torn apart. I don't blame you in the least for being upset about that, and for the luggage guy getting his info all mixed up.

I hope this experience hasn't turned you off of Disney altogether. We, too, have had wonderful times at the WL and I hope that made your trip bearable. Hugs to you!

Believe me if the CM at the desk knew that the room was out of service, I do not believe they would have sent the guest over. The main problem at Disney is they are a big, big operation that does not operate like most hotels etc.

I mean seriously do you think the CM was just being mean spirited, knew the room was damaged and sent this lady over there as some type of sick joke.

If maintenance/housekeeping had the room down for damage and did not input the correct info in the computer system the CM at the Front Desk truely does not know any thing about the room other than location.

Hopefully after Florida recovers from 3 major natural diasters things will settle back down. Right now things are kinda in a mess due to many CM covering jobs that are new to them since many are off due to weather related issues. It does not excuse poor service, but it does make it easier to understand how it happens.

For any future guests: do not call the Front Desk if you have problems regardless of what you are told on the phone, go to the Front Desk. Most of the time when you call the Front Desk you are routed to a central answering service location not even at the resort. At times this is a good thing as many questions that were going to the Front Desk and tying them up, could be answered by the Central Location. However when you truely need to speak to someone that is physically at the Front Desk, it is not a good thing.

I know all service at Disney is not good, but truely that is not what they want. Always let them know before you leave the resort if you have a problem.

 

[dopeys biggest fan]

I NEVER said the CM at the front desk put us in that room on purpose knowing it was a mess, I realize it was a mistake, I was simply stating the facts of what happend!!

I don't understand why people take things said about the POLY so personally. Do you own the hotel? Am I taking a shot at you personally, No! so stop coming at me like I am trying to hurt you. Again, I am just stating facts here.

 

[Sammie]

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.

Excellent post, be careful though you might get flamed for being too reasonable,

 

[Sammie]

Originally posted by dopeys biggest fan
I NEVER said the CM at the front desk put us in that room on purpose knowing it was a mess, I realize it was a mistake, I was simply stating the facts of what happend!!

I don't understand why people take things said about the POLY so personally. Do you own the hotel? Am I taking a shot at you personally, No! so stop coming at me like I am trying to hurt you. Again, I am just stating facts here.

Not sure whose comments you are referring to.

My comment was to what "hunnypotmama" posted, which is why I included a comment about it explaining how this could happen. I did not make any comment that you said the CM put you there on purpose. In fact I did not mention you at all in the explanation of how you could have been given this room.

I am truely sorry your stay was not what you expected. Please share this with Disney as only they can improve the situation. Posting here will only get you other's opinions which might not agree with yours. However that is the nature of this beast. If you do not want others to comment you can not post the experience.

Good luck with the resolution of this problem.

 

[Threehearts]

I thought your post was fine and I can't blame you for being disappointed after such high hopes as well as all the emotion that goes with meeting up with your husband after so long. I may be wrong but what I think you are saying is that a chaotic front desk, through repeated misinformation, got your trip off to a bad start.

I feel badly that your negative report has apparently caused an excessively emotional responses from some DISers, it doesn't seem warranted. I have had wonderful times at the Poly and it has always been our favorite resort but I agree that lately there have been some consistent concerns among guests. There is no question that most people have super vacations at this resort and that's the way it should be but not all do and I like to read both sides. Please do not be afraid to post again. Have a wonderful day. Susan(Threehearts)

 

[goofy4tink]

I'm really sorry your stay wasn't what you had hoped for. We stayed at the Polynesian in Aug '03 and had a so-so time. The CM who checked us in said, and I quote, "I'm going to give you a really terrific room. You'll love it!" We were in Tokelau which was what I had asked for. However, we faced the Hawaii longhouse almost head-on. Normally I wouldn't have had a problem with this since you could actually see the lagoon from our balcony and we had paid for a garden view. But....they were rehabbing Hawaii and we had to keep our drapes closed during the day since there were alwasy workers out there!!! It was all boarded over so it wan't obtrusive from the walkway but from our balcony it looked not so nice. I had to wonder what the CM thought was a not so good room. We never noticed any mold smell and I was looking for it. Our room was fine other than the view. Would we stay there again? Probably not.

I have to wonder how a room could be being rehabbed due to damage from storms and the Front Desk not know about it. No, I am not saying that the CM sent you there on purpose. But you would think that in this day and age, with all the computers, they would have a system of plugging in whatever rooms they are working on and not have people checking into them!!! And then to have to 'force' them to put you someplace else? Not very good customer service. We didn't find the CMs at the Polynesian to be particularly friendly or helpful. But others have. It looks like it can go either way. I hope you keep up informed as to what happens. You should not have been downgraded!! Either put in concierge or sent to another resort.

 

[Sammie]

Originally posted by goofy4tink
I'm really sorry your stay wasn't what you had hoped for. We stayed at the Polynesian in Aug '03 and had a so-so time. The CM who checked us in said, and I quote, "I'm going to give you a really terrific room. You'll love it!" We were in Tokelau which was what I had asked for. However, we faced the Hawaii longhouse almost head-on. Normally I wouldn't have had a problem with this since you could actually see the lagoon from our balcony and we had paid for a garden view. But....they were rehabbing Hawaii and we had to keep our drapes closed during the day since there were alwasy workers out there!!! It was all boarded over so it wan't obtrusive from the walkway but from our balcony it looked not so nice. I had to wonder what the CM thought was a not so good room. We never noticed any mold smell and I was looking for it. Our room was fine other than the view. Would we stay there again? Probably not.

I have to wonder how a room could be being rehabbed due to damage from storms and the Front Desk not know about it. No, I am not saying that the CM sent you there on purpose. But you would think that in this day and age, with all the computers, they would have a system of plugging in whatever rooms they are working on and not have people checking into them!!! And then to have to 'force' them to put you someplace else? Not very good customer service. We didn't find the CMs at the Polynesian to be particularly friendly or helpful. But others have. It looks like it can go either way. I hope you keep up informed as to what happens. You should not have been downgraded!! Either put in concierge or sent to another resort.

Goofy, you asked, "How can a room being rehabbed due to storm damage and the Front Desk not know about it."

This is what I tried to explain earlier and the OP took it to mean I was questioning her comments. I wasn't.

Someone else asked the same thing you asked. How does this happen? This is how it happens, Human Error. Someone in maintenance is suppose to take the room out of inventory. The CM at the Front Desk only knows what her computer tells her or him. If her computer says the room is ready, then that is all she knows.

I am sure we all understand Human Error. And while it is not an excuse when you are visiting an area that has just gone through 3 major natural diasters, you are going to have more than the unsual Human Error.

I am not excusing any of the behavior described, but I do understand how it happens. Disney is no different than any other very large business.

I have had problems with many of our trips. You can't go as often as we do without. But I never come back and post negative reports because all my problems were affectively dealt with while I was there. I don't expect any resort manned by humans to be problem free. I do expect problems to be dealt with. But I also make sure I deal with them while I am there. I am also presistent if there is a problem I will wait for them to make it right, I won't settle and then be unhappy about it later.

So in response to your question, that is how it happens.

I hope the OP contacts Disney and shares her concerns. Only then can future problems be avoided.

 

[Tinkerbelle739]

I am sorry to hear that your "magical" vacation was not so magical!

I am sooo glad to hear you were treated "magically" at the WL, we are headed there in just 10 days. I am also glad you mentioned that the pool and jacuzzi are open 24hr. I did not know that!!

 

[Bojangles]

Originally posted by goofy4tink
. I hope you keep up informed as to what happens. You should not have been downgraded!! Either put in concierge or sent to another resort.

I agree. It is unacceptable to book a lagoon view room and be downgraded to garden view.

 

[kerry34]

Coming from someone who completely understands being separated from DH by a deployment, I am sorry to hear that your vacation started off so rough. I know the anticipation that comes with that reunion. It is highly emotional and after spending so much time thinking about it you just want everything to be great. I am sure that you enjoyed the rest of your trip with DH and I bet he really loved it too. My husband has been home now for a little over a year and we haven't taken a big vacation since before he left in 2002, even though he has been home a while. When we go to Disney I want this to be the best vacation for all of us, but especially for him because I know how much he really appreciates the fact he is even home to go. Good Luck to you and DH, and I will say a prayer for a speedy redeployment home.

 

[dopeys biggest fan]

Originally posted by kerry34
Coming from someone who completely understands being separated from DH by a deployment, I am sorry to hear that your vacation started off so rough. I know the anticipation that comes with that reunion. It is highly emotional and after spending so much time thinking about it you just want everything to be great. I am sure that you enjoyed the rest of your trip with DH and I bet he really loved it too. My husband has been home now for a little over a year and we haven't taken a big vacation since before he left in 2002, even though he has been home a while. When we go to Disney I want this to be the best vacation for all of us, but especially for him because I know how much he really appreciates the fact he is even home to go. Good Luck to you and DH, and I will say a prayer for a speedy redeployment home.

You summed it up perfectly! that is exactly how I felt! I'm gald you an DH are together again, it must be great and I can't wait till May when I finally see my DH again and he will be home for the first time in over a year!!! Thank you for your prayers and support, they mean more than you know! Well I guess you do know, don't you! LOL