My POFQ experience...very mixed.

[3PRINCESSMOM]

To put it simply, the resort atmosphere, (landscape, size, pool, boat to DTD) was fantastic; the service we received upon check-in was sub-par. My sister ended up getting a night stay credited because her room was not ready until after 9:00 PM, (we checked in at 1:00). We left, went to Epcot, came back, got 2 of our three rooms, went swimming, checked at 7:00...no, not ready. Finally, at 8:15 PM I called and asserted myself. They needed to get the room ready NOW. While the wonderful mousekeeper was cleaning the room, my sister went to speak to the manager. He was extremely condescending and offered 1/2 a night credit. She left somewhat satisfied. Well, back at the room...the poor cleaning staff! Apparently the guests that checked out left the room in complete disarray. At 9:00 PM, when it still wasn't ready my sister went back to the manager. She very nicely asked him what she would be charged it she remained for over 5 hours past check-out time? Of course, he did not want to answer that question directly. She did not let him off the hook, though. She persistently asked the question again. He said she would be charged an extra day. She then asked if he thought, then, that a full day credit, rather that the 1/2 day credit was more appropriate? He agreed begrudgingly. I guess my biggest surprise was the lack of attention they gave to the situation. If check-in is 3:00 or 4:00, then isn't it reasonable to assume that if a guest brought to your attention, as the manager, that at 9:00 your room was still not ready you'd be treated appropriately, (meaning somewhat apologetic...I don't mean fawning, just an acknowledgement that something had gone wrong)? We were definitely made to feel, at first, that our expectations were too high.

However, I do want to mention all other service within POFQ was superb, from the mousekeepers and lifeguards to the attendants at the food court. Speaking of the food court, it was out of this world! Very good food and what a dynamic setting!

I would definately go back because the size of this resort makes it a perfect fit for my family. I'd just hope for a different manager to be on duty should I need one.

 

[purplebelle]

Wow, how does a 9pm check-in happen? What did the room need---To be remodeled? Perhaps a new wall had to be constructed. That is pretty bad! So glad your sister got 1 night refunded.

 

[Pinnie]

I was at POFQ last weekend. If that is when you were visiting, there were a lot of CMs that called in because of the hurricane and staffing was down. I sure can't blame people for not showing up for work when they had to shore up their houses!

pinnie

 

[SamanthaL]

How disappointing. A similar thing happened to us at the BCV. Our 2 bedroom villa was said to be ready but when we got there the rude Mousekeeper just looked at us and told us we couldn't come in. We went to the manager and he offered to give us a 1 bedroom to rest in for awhile but we said no.

The room was ready at 7pm and in the meantime he treated us to dinner at the Cape May Clam Bake. He said he would have comped us dinner anywhere we wanted though. Very nice manager and it makes me feel good about going back.

I hope you write a letter about his nasty attitude.

 

[3PRINCESSMOM]

We checked in on Tues, Aug. 17. As I tried to point out, the problem was not only that the room wasn't ready, even at 9PM. It was the fact that the manager and front desk staff seemed to want to play it off like it was no big deal and we were over reacting. Had our initial complaint been responded to with courteous service, I'd have chalked it up to an oversight. I definitely feel that they knew between our group we already were in two rooms so they put off attending to that third room. At 9:00, my nieces, who had been up before 5AM were exhausted, as were my girls. None of them could crash because we were all in my room waiting.

Just a lousy way to begin our trip...which, of course turned out to be great despite this incident.

 

[TwingleMum]

Glad to hear the rest of your stay went well after the rocky start.

 

[SamanthaL]

I still say that Disney needs to know that one of their managers did not have the "magic". Tell them you were comped for the night's stay but he was not helpful, understanding, courteous, or kind. All the things that we go to Disney for, right?

It will help another family in the long run. Maybe he will have a better attitude next time.

 

[Dawnflower]

my 10 month old neice came down with a NASTY stomach bug 2 days before we where due to depart, our departure time was at 5:00.m. so we asked if we could get a late check out due to the need to keep the baby some place to take care of her needs, we requested this the day before check out and where told that it would not be possible to do this. We said that we would be willing to pay for another night if needed but that there was 6 hours between check out and our transportation back to the airport and this was a sick baby! Finally the morning of check out at 5:00 am, we found a manager who agreed to allow us the use of the room at no charge until we left for the airport!