Kinda rude at Port Orleans French Quarter?

[nerdboyrockstar]

So when we got into our room at POFQ on Thursday night, I called housekeeping for 4 extra pillows. There was 4 of us staying in the room so this way we would have all had 2 pillows.

So the woman at housekeeping answers and it went a bit like this:

Me: Hi, I was wondering if there was any way I can have 4 pillows brought to the room?
Woman: We can bring 2..
Me: What about the other 2?
Woman: We usually just bring 2.
Me: Okay but.. there's 4 of us in the room so.. I don't wanna fight for them.
Woman: I'll see what I can do but we usually only take 2.
Me: Oh.. okay.. see what you can do then. Have a magical night?

She did not seem happy or pleasant at all and was slightly rude. I thought about it and I was like aww.. I bet it would be hard to carry 4 pillows.. So I waited and they came about 15 minutes later.. carrying a large plastic bag with only 2 pillows.. where 2 other pillows wouldve fit comfortably.

I guess I get what I pay for.. but I decided to check out early and moved to the Royal Pacific Resort in Universal for the same price and we all got extra pillows.

What gives?

P.S. I sleep with 7 pillows at home.

 

[rcraw45425]

We were not impressed with any of the CMs when we stayed there. Our least magical stay ever. Dont' know if it was the fact that it was July, or a moderate, or just not the accomodation type we were used to (Don't mean to sound snobby, just that we were used to the deluxe rooms and bed sizes). We also had horrible check in and check outs (no express check out for some reason, even though we had requested it.) I stood in line both times for over 30 minutes, check in wasn't even that crowded, they were just doing their own thing, no one wanted to take the time to check someone in.

 

[CaipiraBob]

So when we got into our room at POFQ on Thursday night, I called housekeeping for 4 extra pillows. There was 4 of us staying in the room so this way we would have all had 2 pillows.

So the woman at housekeeping answers and it went a bit like this:

Me: Hi, I was wondering if there was any way I can have 4 pillows brought to the room?
Woman: We can bring 2..
Me: What about the other 2?
Woman: We usually just bring 2.
Me: Okay but.. there's 4 of us in the room so.. I don't wanna fight for them.
Woman: I'll see what I can do but we usually only take 2.
Me: Oh.. okay.. see what you can do then. Have a magical night?

She did not seem happy or pleasant at all and was slightly rude. I thought about it and I was like aww.. I bet it would be hard to carry 4 pillows.. So I waited and they came about 15 minutes later.. carrying a large plastic bag with only 2 pillows.. where 2 other pillows wouldve fit comfortably.

I guess I get what I pay for.. but I decided to check out early and moved to the Royal Pacific Resort in Universal for the same price and we all got extra pillows.

What gives?

P.S. I sleep with 7 pillows at home.

I hear this more and more. It's very sad. I've been travelling and went to Vegas and St Thomas last month and the service everywhere in Vegas was amazing, totally blowing away anything at Disney. St Thomas was an incredible experience as well.

People often say at Disney that "you pay for location", but decent customer service shouldn't be such a stretch here. For the $4-500 a night we pay we should get prime service. Sure, they've got a giant rodent and stuff, but they also run resort hotels. They need to pick it up in the hospitality area.

Now I recently saw a post where someone linked one of the Disney Union sites where they claimed their last negotiation for wage increases fell through. Tough situation in Florida as COL increases are rising rapidly. Yet if those people think they are winning hearts and minds by taking their problems out on hotel guests they are sadly mistaken. A sub-standard experience leaves a very bad impression on guests lasting for years. The workers who are protesting Disney by not performing at an appropriate level are damaging their cause a great deal.

That doesn't mean that Disney doesn't have excellent CM's. It's the minority of the problem workers that can cause more damage in one sneer or nasty comment than all of the magic of an entire vacation. It's truly sad.

That being said we'll be back soon ourselves. We'll hope for the best. Still, next year we are thinking about trying Universal, Busch Gardens and SeaWorld. Not quite Disney, but as long as Disney keeps raising their prices and I keep seeing reports like this, well, I'll be interested in trying out some place new and see how it compares. Maybe all of these places are having the same problem with a small number of malcontent workers.

Yet really, how did those other places make it seem so easy? I mean anything you want or need they got it to you. Disney really needs to reflect on customer service. You'd think out of all of the Orlando resorts they would be able to do it right if they tried.

 

[princessgirl2238]

this is the only resort that i've had any bad cm service. and it was really bad- house keeping only came once to clean on a 7 night/8 day trip, our room smelled really bad and they came to spray an airfreshner and front desk was not willing to help with this problem, oh yeah- the airconditionar broke and was not fixed (it would not go above 65 degrees, so we froze the whole time) and the door lock never worked (we changed key cards about 4 times each). this was the only time i was ever upset with disney (and at this point i was paying regular guest price, i didn't use my cast member discount) and i know that sometimes cms' have bad days, but not bad weeks- but from what it sounds like from some of my other friends that have stayed there, they had horrible service there also.

 

[minnie61650]

One of reasons I think (JMHO) that Disney has a hard time getting a solid 4 star rating (note they have never achieved a 5 star rating) is because they sorely lack in customer service.

Most 4 and 5 star hotels have experienced staff at the front desk checking in guests and handling customer's question and complaints. The check in is handled much speedier in most cases than at Disney. The staff at a 4 or 5 star is more prepared to answer questions and has the authority to handle most of the guest's complaints in a speedy fashion and to the satisfaction of the guest.

A lot of the CM's at the front desk at Disney's resorts --even their deluxe resorts are trainees-- many of these trainees are college students who are only there for a semester.

I do applaud Disney's college program and think it is great learning experience for them.

But having so many at the front desk slows down the check in process. Also if a guest has a problem a phone call quite often does not solve the problem.
The guest then needs to go to front desk to talk to talk to a CM in person but there is a long line of guests
so the guest with the problems need to wait in line which makes the guest more frustrated.
Once the guest talks with the front desk CM the guest is often told they talk with the manager.
Why the manager?
Because the "trainee" CM does not have the knowledge and /or the authority to solve the problem.
What happens if the manager is unavailable?
The guest is given a number and told to call the manager later.

Those situations very rarely happen at most 4 star hotels but they happen way too often at Disney !

JMHO

 

[Tink415]

We all sleep with 2 (or more) pillows too. I always call and ask for 4 extra pillows as soon as we get to the room. I've met with resistance to the request a few times. Sometimes I've gotten the vibe that my request is annoying to the person on the phone, I've been told they are low on pillows, and I've gotten the 'we usually only bring 2' too - I didn't understand why? but didn't push it. I usually call again later or the next day and ask again. Its happened at a few different resorts and more often when we have a short stay rather than a long stay. 1 pillow is SO uncomfortable when you're used to 2! Sorry you didn't get what you needed.

 

[Sammie]

I sleep with 2 pillows but I travel with my own, no problems then.

 

[CanadianGuy]

Funny you should bring this up...

I just stayed at CSR.. where each bed had two very fluffy pillows present and then ... up on rack above the closet area beside the bathroom sink area.. were two more very fluffy pillows. So I had SIX and I didn't even ask for that many.

I had the whole room to myself so I kept my pillow usage to a reasonable 5.

Knox

 

[GSDRescuer]

When we stayed this May, we had great service. Whenever we called for anything....it was there within 15 minutes or less. (At first we were a bit pesty..LOL) We also had the BEST mousekeeper, Marie. She greeted us (and especially our DGD(2) every morning with a great big smile! Our room was spotless and we got the cutest towel animals!! Thanks, Marie!!

 

[nbodyhome]

My best customer service at a Disney resort has often been at the Pop Century. I don't know why, but it's been the most consistent for me.

It shouldn't matter how much you spend at a hotel. I was in Europe, and spent $88 US on a Bed and Breakfast in the London area. Not only was a full breakafst (and snacks, bottled water, fruit, etc.) included, but it was like having concierge service. My hotel in Paris - $85, good service. Not fancy, but if I wanted a couple of extra pillows, I expect it'd have been no problem (I already had like 4, though!) It is too bad, but I'd mention it to Disney - that is the only way to get it to change.

 

[IwasatWDWforamonth]

I dont think that its just POFQ, I think rude cm's can be anywhere.

I love POFQ, 99% of the time the cm's have been great for us. Like the time my mom left a 20 on the counter at the food court and a cm ran to give it to us at the pool.

I did have a bad experience on the last day of our 3 and a half week stay there last november though.
The housekeeper was aware of our late check out yet kept coming in our room and actually yelled at me because we were still there.

I still plan on staying there again as its my favorite resort.

I think every where at WDW you have to take the good with the bad now days.

 

[Nicole786]

When i checked in at POR, i was so upset because of how the CM treated me. So cold! When I went back there that night to request a closer room, she literally laughed in my face, i couldn't believe it! I was so upset because it was my first on-site stay

 

[lordhavemercy]

....I've been in retail most of my life....and I'm a retired business owner of a service oriented business....so, I know good customer service and I know bad customer service...and when I can't resolve and issue with a CM, employee or someone at an establishment....I ask for management. Plain and simple. If the business cares about it's customers it will work with you to resolve the situation AND listen to the "issue-at-hand"......so, be realistic....be nice.. ..but....do stand firm and expect the service that you pay for.....