My Poly LV Conc. review (Long)

[rugrat]

Myself, along with dds 4 and 6 and dh stayed at the Poly last week. The Poly itself is wonderful. The theming is enchanting (although somewhat worn) and the pool is awesome. I found, however the conc. service lacking. Not enough to spoil our trip. But I left the resort definitely feeling like it wasn't worth the extra money.

Here's what I liked abount Conc specifically:
1. They had a cake and ballons in our room to celebrate my hubby's 40th. Very nice cake.
2. They left autographed photos of Cinderella for the girls.
3. The lounge was a nice place to sit with a glass of wine in the evening.
4. The available bottled water was convenient.

Here's what I did not like about the conc. service:

1. We had to wait about 30 minutes before the cart came around to take us to Hawaii. I began to think regular check in at the desk would have been faster. No aloha upon arrival.

2. I know room request are not guaranteed, but I asked for 1st or 3rd floor and specifically said I didn't want 2nd floor. So what do I get ...2nd floor! (Room 2508) The cart driver would not stop to let me talk to someone in conc before putting the bags in the room. So, after enjoying a piece of cake, I went down to conc to see if I could do a room change. The lady I spoke with was nice enough. .but no better room was available. That was okay..But when I asked her if the windows opened on the 2nd floor (which was a primary reason I wanted to move), she said she hadn't been in those rooms so she didn't know. I was immediately dissapointed I discovered the windows do open. And as it turned out 2508 was great room with a view of the castle.

3. We never got lei. I had to ask for them.

4. Lots of dirty fingerprints on the glass windows. TV remote and phone did not work. I felt the room was not properly checked and prepared prior to our arrival. The phone and remote were promptly fixed.

5. I had to send a draft document to a client. I asked a woman in conc where I could use email. She said the business conference center at the GF. I asked where that was located. She said I could call the GF for directions. Just then another lady says she thinks I can email from the GCH because she saw them putting in "some thingy" like a computer. She then said that she was on her way over to the GCH so "we can find out together". On the way however, the conc lady was confronted by a very irate guest who started ranting about a problem she had in the pres. suite. The conc lady didn't know what to do. Without saying a word to me, she walked off with the irate guest. Later, when I saw her in the lobby, she didn't apologize or anything.

6. I discover the email terminal next to the phone banks, but it wasn't working! So, I go back to the room and write out the doc so I can fax it. I go downstairs to conc. services and the section is cordoned off but the were people still at their desks. When I asked if could fax something, I was told that I could but "we're closed"

7. Other than the one "appetizer/entree" the food selections never changed. The same cookies, cheese, fruit got boring by the second day. Also, the chicken wings they served had feathers on them. I don't mean the little fuzz you can see on the smallest part of the wing, but long ones. It made me think that they weren't clean.l

8. I had a ps for Cindy's for 8/17 which I made myself. When I asked for a print out of the confirmation so we could enter MK before it opened, I discovered (of course while in line at MK) that the confirmation stated that the ressie was for 8/16. As it turned out, my ressie was correct but , boy was I worried that we had missed the date!

As I said, we had a great time at WDW and an even better time on the Wonder. But the experiences caused me to conclude that the Poly conc service is not on par with what you expect of a so called deluxe hotel and imho, not worth the money. I'm happy to answer any questions.

 

[Folkes4Fun]

I am sorry to hear that your visit wasn't all that you had hoped it would be. We were in Poly Conc LV around the same time (Aug. 10-18), but had a different experience.

We found the check in and check very efficient. The cart picked us up within five minutes and our room was ready for us, even though the time was 2:00 P.M., an hour before "check in". This was very helpful. The desk area greeted us as we walked by, and told us to settle in before checking in. We did get our first choice for location (1st floor), but I know that it is always hit or miss. When we went back to the concierge area, we were greeted with alohas and the shell necklaces (instead of leis, which we were told were discontinued). We got a printout of our ps (which had all been arranged by the concierge staff in advance) and there was one discrepancy - our breakfast at the castle, no less. It was changed for us on the spot! We got our cards, and hit the Magic Kingdom. Upon our return, there was a card and a large chocolate welcoming us.

We found the food in the lounge fine. True, there was not a lot of variety from day to day, but the food was always fresh and plentiful in our opinion.

We had a "practically perfect" stay, our second one in two years there. So, I would say that for us, we got our money's worth and would stay there again in a heartbeat!

 

[lvs_eeyore]

We were in a GV concierge room frojm 8-22 to 8-25 and never ran into the problems that you did. Im so sorry you had problems. The staff was always very helpful and nice. They asked if we wanted breakfast before we checked in and then found a room that was ready for us even though we checked in at 9 AM. The room was way down the hall but we didnt mind the walk at all. The food was always really good and pleantiful. We had the chicken wings also but ours didnt have feathers at all that I noticed and Im really picky LOL. We did get shell leis. I guess as the other poster posted they stopped doing the flower leis though they do do them at the main desk. Maybe the shell leis are just something special they do for the concierge. They also did a cake and balloons and a certificate for my 40th birthday. LOL seems like several of us turned 40 on that trip or soon after. The only slight problem we had was that we asked how much the robes were to purchase and the man at the concierge said 35.00 and I had him add it to my room bill. When I got the room bill I was charged 75.00 which is their real cost. I was quickly credited the 40.00 since the girl that I spoke to about the bill was there when he told me 35.00 twice and there was no attempt to contact me when it posted as 75.00 on the bill. They were VERY nice about it and very appologetic though.

 

[rugrat]

As I said, the overall experience at the Poly was fine. I just found the staffing and service "thin". Consequently, it seems some people will get the long end, and others the short. Although I understand it, I can't accept it from a deluxe resort. Speaking of robes, what's with putting just one robe in each room. Again, something I saw as thin service. I would not hesitate to stay at the Poly again. I just think I could get just as good service from the front desk.

 

[lvs_eeyore]

rugrat we had two robes in our room. I wonder if the previous guest had taken a robe home and housekeeping hadnt replaced it yet??

Again I am so sorry you didnt have the experience you wanted.

 

[Tikiman]

They use to do the shell leis years ago but since about 1999 they started doing the flower leis. They do have the shell leis in the concierge desk area that they use to decorate some of the gifts they send to the rooms but they still usually hand out the flower leis. I guess they were out and used the shell leis. As far as talking to you coming in the door, they usually do not say Aloha and welcome to everyone coming in the door because not everyone is checking in but I am surprised you did not get a lei when you went to the desk to check in. I am not sure how checking in at the main lobby could have been faster since you can check in when ever you want at the concierge longhouse.

Sorry about your experience. I guess if everyone had a great time there I would never get a room.

Steve

 

[minnie my my]

rugrat,
I'm sorry you didn't have a great stay. I've always had wonderful experiences with their concierge service. However, I know that no resort is always perfect. You may want to give it another chance some time.

 

[luvdzny]

Our Nov. stay in Poly concierge LV was disappointing as well, the staff did NOTHING for us, I was even told to make my own phone call when I needed some info from MGM. We did not receive an itinerary, 2 of our 3 PS's were wrong, our room was very smokey, even though our reservation stated DD has asthma so no-smoking room is needed. We did not get the floor we wanted and there were quite a few more problems. I wrote a letter after we returned home, never received a reply. I followed that letter up with 3 more letters - still no reply. I guess guest satisfaction is not a concern of theirs. We stayed at AKL in June and the service was GREAT!!! Poly is definately off my list of places to stay, I will not return there!

 

[mirlow]

Didn't you post the same thread the other day? Just wondering why you would keep posting the same report?

 

[Folkes4Fun]

We actually did have one negative observation that didn't just apply to the Polynesian, but to WDW in general.

First, I want to make clear that I am not directing this general observation towards any specific person who has posted either to this thread or to any other thread on these boards.

In general, we noticed that guests overall appeared to be more rude than in the past, both at the resort and in the parks. We observed guests being rude (in my opinion) and treating concierge staff both at the desk and in the lounge with a total lack of respect. It seemed that people often crossed the line between making requests and making demands. We found that when we phrased things in a polite fashion, we were always dealt with in a similarly courteous and satisfactory fashion. I guess a lot of people feel that since it is their money, decency goes out the window.

In the same way, people in the parks just seemed to take rudeness to a whole new level whether it was cutting in lines, rudeness to cast members, or just generally obnoxious behavior.

Just my two cents.

 

[Tikiman]

Folkes4Fun,

I agree 110%. I don't think we will return to WDW next year just because of the rudeness of the people staying at WDW and in the parks. We did meet some wonderful people while we were there but there was 50 rude people for every one we met. The 4th of July was a great example of rudeness when so many came from other resorts and stood on our patio to watch the fireworks. I would never think to walk onto someones patio and stand in front of them in a million years. I also saw many people being rude to the concierge staff. Maybe they put them in a bad mood for the other people who talk with them next. After all they are human.

Steve

 

[dBugged]

I guess if you give a smile, you get a smile! The way I look at it is that if something is messed up on your reservation or you have a problem, there isn't any reason to take out your anger on the staff. In most cases they didn't have anything to do with the problem and are there to help. Last year I saw a family tell off a cast member at the Wilderness lodge and then walk away saying that the cast member was rude. Geesh! Talk about rude, they should look in the mirror. This same cast member checked us in and helped us with a few priority seatings and was very nice and helpful. I guess it all goes to how people treat other people.

We'll be at the Poly on Friday! Can't wait!

 

[Rock'n Robin]

We had an OK Poly LV stay, but I agree the rooms are getting pretty dumpy. They definately need the rehab they are scheduled for. I wouldn't stay there until they get it for that kind of money. I have never had any issues with concierge service, though.
Robin M.

 

[rugrat]

I posted the original post regarding my stay at the Poly (LV Conc 8/15) As stated before, the Poly itself, is wonderful.

The Conc. service, however, imho, was not worth the additional $$. This had nothing to do with me, or any other guest I saw, being overly demanding, as has been suggested in other posts.

I simply did not see where the conc. added extra value. In fact, my experience suggested that $$ I spent were simply wasted.

I had to wait on average to 10-20 minutes for an available Conc. CM. Of course, one begins to believe that one could have gotten a quicker answer from the front desk or over the room phone....

There was only 1 robe in the room.

IMHO, they did not do anything beyond what anyone could do who, was halfway inclined, informed and motivated to do on their own

I expected that that Conc. could get the ps,go the extra mile, and yes, prehaps,obtain the room accomodation that you like...the one YOU could not get on your own. This is what I think I'm paying for. They did not do this.

I don't think the sevice I received was worth what I paid.

Again. the Conc. staff I encountered were nice, but that niceness did not overcome my expectations of what a conc. deluxe resort should offer.

IMHO, I read a lot of what appear to be apologizes and excuses for the Poly Conc.'s lackings.

Maybe my bar is off...

I would be interested in hearing from people who felt that they received true Conc service from the Poly.(meaning that which meet/or exceeded your expectations of a deluxe hotel/resort.)

 

[lookingforward]

I was at the Poly concierge in late August. I agree about the check in. We waited at the front of the hotel for about a half hour before someone came and got us. I was just about to walk in and check in with everyone else. The AKL concierge definately does it much, much better. Also the food offerings were nowhere as extensive as I had read, however everything was delicious for us. The service is not as intensive as the AKL but we LOVED the poly because of the location, the pool and the atmosphere. Coming back to the hotel, pulling up a chair and watching the fireworks with my daughter on my lap was priceless. And interestingly, one thing I noticed was that the people staying in the concierge were really friendly....holding the elevator, making small talk, etc. The staff at the desks were nice too. We are staying at the Grand Floridian in December in the royal palm concierge and I am very, very anxious to see how it compares.

 

[Folkes4Fun]

Again, I can only draw upon our expereinces at the Poly concierge both August of this year and in 2000.

We gave the staff a list of the ps and arrangements we wanted. These arrangements included breakfast at the castle, an Illuminations Cruise, the Pirate Cruise, and Cirque DuSoleil tickets, as well as a number of other ps's that aren't "hard to get". All but one were obtained flawlessly. The one exception was breakfast at Cinderella's Castle, which had an incorrect date, which was probably my fault since I had changed my mind. However, the ressie was changed at check in, and we received the ps for breakfast at the castle that we wanted. We changed our mind on one other ps (Coral Reef at Epcot) which, again, was changed quickly and efficiently.

We were picked up within five minutes of our arrival and whisked to the concierge building. Granted, this probably has as much to do with blind luck as anything, but again, no hassle.

Midway through our stay, there was a problem with my wife's resort card. It was replaced in about two minutes.

I had an injury to my rib, suffered at Typhoon Lagoon. The concierge staff efficiently arranged for my transport to a clinic. This was at 10:05 P.M., by the way, after the desk was closed. They also arranged for me to be refunded cab fare to and from the clinic.

We did receive our room request for first floor (both times). We needed an extra pillow in our room, which housekeeping provided right away. Based upon our various experiences with housekeeping, I have very few doubts that a second (or third) bathrobe would have been provided if we had needed and requested one.

The staff in the lounge was very cordial and helpful. On our first visit, they mentioned several items such as milk and cholcolate milk that weren't laid out at every meal, but were available upon request. This request was honored every time my children asked for it. We found the lounge in general relaxing, with the only issues being other guests budging in line and being rude to the staff. We found the food plentiful and tasty, albeit simple. However, fresh fruit is a healthy snack any time of day.

They also dealt in an expeditious fashion with the guests in the adjoining room that played the TV quite loud at all hours of the night and allowed their children to pound on the wall constantly as well. At least I believe they did since it stopped after I mentioned in one morning and that family was still there several days later.

We received a cholocate bar upon check in, a box of trail mix thanking us for our stay, and chocolates every night as part of the turndown service.

So in summary, I guess our personal experience is that the staff at the concierge was exemplary and more helpful and professional than the staff of other deluxe hotels we have stayed at in Chicago, New York, and Orlando. I can only speak from personal experience, but in my opinion, they went above and beyond the call of duty in making us feel welcome, doing their best to honor our requests, and making our dream as magical as possible.

I will grant that I did not attempt to make use of any business services (I was on vacation, after all!). We also did not place a lot of last minute demands, nor request that our hands be held throughout our stay. We witnessed enough boorish behavior on the part of our fellow guests to realise that we took the right approach towards the staff in getting excellent service. But I would highly recommend the resort and the concierge service as a worth the extra money for those in a position to use it. And we can't wait for our next visit, especially after the renovation.

Aloha!

 

[Disney-Kim]

We stayed at the Polynesian Concierge for our honeymoon in May.
We also were dissappointed in the service but we loved the hotel, the room, the pool, the lounge.
everything but the concierge CM's. they were lacking in friendliness and helpfulness.
but.....I would go back in a minute.

 

[mirlow]

Here is your post that you did on the 23rd Just back from the Poly LV Conc. My Review You posted the same report 3 days later? I know it can be upsetting when you are looking forward to something and it doesn't quite work out as you had hoped I get the impression that you don't want to forget about the situation and you want to find other people that had just as bad of an experience as you? I think you have to learn by experience. You thought you would like the Polynesian concierge and you didn't. That's why there are so many places to stay at WDW
I can see where people don't think it is worth the extra money, that is why there are more regular rooms than concierge rooms. We really enjoy the concierge at the Polynesian. We have stayed 3 different times and have enjoyed every stay. This last trip in July was our best trip there. On our trip in July of 2001 we did have the same disappointment with requesting a 1st floor LV room and getting a 2nd floor. I didn't want to pay an extra $60 a night for that so we asked if we could get a GV room instead. My dh was very happy to save $300 Because of that situation I will never do LV concierge, it's not worth it to me, if I can't be guaranteed a room that I would like.
Everyone has different expectations and I can understand when those expectations aren't met that there is going to be some disappointment. I hope your next visit at WDW will be much better
Here is my trip report from July 2001. Polynesian trip report 2001
Here is my trip report from July 2002.Polynesian trip report 2002

 

[rugrat]

I didn't know the post of 8/23 actually made it onto the board. The "system" crashed and I was unable to retrieve, or even finish, the message (evidenced by the abrupt ending of te 8/23 message). So no, I am not unable to let go of any negative feeling I had about the Poly. In fact, I have stated that we loved the resort and enjoyed our vacation. I was just offering my opinion regarding the quality of service of the conc. staff for anyone who is considering this accomodation.

 

[mirlow]

Rugrat, I really do think it is good for people on these boards to hear the good and bad about what people thought of their stay anywhere. Wouldn't it be nice if everyone's trip would be great? Unfortunately that isn't going to happen. I'm glad you enjoyed the Polynesian. Maybe you'll have better luck in a regular room there. Our first stay was in the Raratonga longhouse and we loved it. Maybe if it is still bothering you, you could write a letter letting them know you weren't happy?