Poly...loved it, but a little dissappointed

[glencoe]

Hi all, sorry so long for my promised results of my trip...but here it is.
We stayed at the Poly Feb 12-Feb 18. I made ressies Jan. 2nd so not too in advance. I had no codes, no discounts nothing, rack rates, but luckily we came in value, left peak, but was charged value.

At time of Ressies I requested ground floor and non smoking. That was it. I then sent a fax (yes this resort still looks at them) requesting/confirming ground floor and non smoking but added one last request from the kids to be near the volcano pool.

I also had a gift basket w/ needed essentials (snacks, fruit, and autograph books and pens sent to us the day we arrived from WDW florist.
Ok now that you have that info.....

We arrived 5pm Feb 12th. No line for check in, the woman was very nice. I requested a fridge for the room,and asked about our gift basket. She assurred me they would be delivered to our room.

We waited a bit for the porter to be assigned to us w/ other later arrivals getting porters before us, no worry we were happy after a 20 hour drive to finally be here!!
The porter was very nice got us to the greatest room!! #1607 Somoa. We literally opened our sliding door looked directly at the volcano and walked directly foward to the steps down to the pool, the kids were thrilled. Room was clean and big! We were very happy!

Well the fridge never came, had to call about that, the check in CM never fowarded the order. The gift basket never came, had to call about that too.CM never checked on that either. When it did come half the stuff was missing, cookies crushed. After 3 days of missing actual people at WDW florist I spoke w/ a very nice person and they sent over the proper stuff w/ apologies. The whole thing worked out a little wierd, but ok.

Too make this long review shorter......we loved the hotel, restuarants were excellent however true to WDW, expensive (that is coming from a person who lives 30 min. away from Manhattan-WDW is worse!!) Mousekeeping did a basic job, nothing special, had to call them twice, they forgot to replenish shampoo and soap, forgot to p/u drycleaning for a day. I did tip them everyday in case some might wonder. My daughter lost her lanyard w/ multiple pins somewhere from the monorail into the poly, and her favorite pooh stuffed animal was taken away w/ linens. I filled out lost item cards, that is all that they did.
I guess I was hoping for some magic or pixie dust somewhere along the lines, nothing.
I would recommend Capt. Cooks , get the refill cup, worth it even just for morn. drink and eve drink.
The lifeguards at the pool were great, CM's at the mouseboats very helpful.

All in all I loved the hotel would love to go back, but was dissappointed because no one seemed to go out of their way for anything. Guess I was expecting too much Disney effort!! LOL

** Recommendations: watch Electric Water Pagent as often as possible, watch Wishes from the Pool or Beach area. That was all amazing, Have a "Volcano" from the pool bar (yummy)-go hungry to Ohana's, hang at the hotel as much as possible it is just to beautiful to miss!! Pick a longhouse that works for your family, my kids wanted the volcano pool, Somoa was great for that, and the nose was not an issue at all! The path people walk on by your room is far enough away you don't feel people are looking in at you.
Ok, is that enough info??? Ask questions if need be...oh yeah check out my reveiw of the photo pass on disney tip section,not a good one they lost our photos!

 

[Tikiman]

Thanks for the honest report. I am glad you did not let some of those issues ruin your stay. What a great room you got.

Aloha

Steve

 

[glencoe]

I loved our stay and thank you for your website. I felt so confident in my choices and expectations. Most of my complaints were little and like you said I could not have let them ruin our Poly experience!! Thanks again for a great website!!

 

[Tikiman]

I loved our stay and thank you for your website. I felt so confident in my choices and expectations. Most of my complaints were little and like you said I could not have let them ruin our Poly experience!! Thanks again for a great website!!

Little or not you had a right to expect better but I think you understand things happen and sometimes it is hard to know why.

Aloha

Steve

 

[Tinks]

Oh, I am so jealous of your room! What a great location! We love the Poly, too. Glad you had a good trip.

 

[Got Quattro?]

We liked Poly a lot, but do not think it is worth the current price they charge for it. The high price is the only thing that keeps us elsewhere.

 

[jmsvss]

We'll be there in one week! I can hardly wait - our first stay at the Poly. I am ready to send in our fax on Thusday for Monday check-in. One question though - I thought refrigerators were standard now. Is this something I have to request in advance?

Also, we'll be arriving about 11:00 am. Should I include this in the fax and hope that I can get an early check-in and Tokelau Longhouse? My plan is to eat at the resort and then head over to AK. I know that they will store our bags and give us our park passes but we have PS at Ohanas that night and are going to be pushed for time before dinner.

Suzanne

 

[offwegotoneverland]

It sound's like you ordered the same gift basket we did...we had a much later arrival (our first flight was canceled and we arrived after 8pm instead of noon) our's was waiting from wdw florist in our room when we arrived.

I'm not sure when they are delivered but the room assingments are normally done before you show up so if the delivery is on time it's normally already there. They are not made up at the hotels as you often see the van delivering things at the resorts in the morning...doesn't make up for it but it probably had nothing to do with the Poly.

Your room sounds amazing!! Hope you enjoyed your vacation.

 

[cdpa4d]

Glencoe,
Was the music from Wishes piped into the Beach at the Poly? Could you hear it. Some people have been reporting not being able to hear the music while on the beach.
ADP

 

[Selket]

I think they should have replaced the stuffed animal with a similar one since it was their fault it was taken with the linens. It would be a crisis of major proportions if one of our kids had their favorite stuffed animal taken. I"ll probably end up locking them in the safe

 

[dreamflight99]

My daughter lost her lanyard w/ multiple pins somewhere from the monorail into the poly, and her favorite pooh stuffed animal was taken away w/ linens. I filled out lost item cards, that is all that they did.
I guess I was hoping for some magic or pixie dust somewhere along the lines, nothing.

This is not good. Over the course of our years of travel, and visiting WDW each summer...we have inadvertently "lost" a few items. On one occasion, my DD lost her beloved plush minnie mouse in much the same manner (bed linens) you described. She also lost about $50 in coins, which were tied to Minnie in a little belt pack. We phoned the front desk upon returning to the resort (POR), and informed them of the problem. Security arrived at our door within 5 minutes. My DH went outside and spoke with them concerning the loss. Before they left, DD went out to thank them (she was about 4/5), and express her sadness over the situation.

When we arrived back in our room the following evening, I just about FELL OVER. Not only was there a "huge" new plush minnie mouse on DD's bed, with a new pink minnie mouse purse filled with coins, AND $50 in Disney Dollars...but sitting on the table was an oversized basket FILLED with edible goodies and wrapped/tied with a beautiful bow. It was delivered from the WDW Florist, with a card to DH & I. Inside the card, was a sincere apology for the loss signed by both the management and housekeeping. We were overwhelmed, and very pleased.

On another occasion, while staying in the CR, I was shopping in one of the floors on the main concourse. I was making a major purchase (total), as it was nearing the end of our visit. I also splurged because I was having it all shipped to my home. At one point, I was standing at the counter and asking about a particular item. The older female associate assisting me told me the item was across the corridor in the other store. She would accompany me and select the item (polo shirt). I had taken off my sunglasses, and left them sitting next to some items on the counter (as I was in the process of checking out). I looked at the older gentleman and asked if they would be "okay" for a moment as we went to buy the glasses. He assured me they would. She too, told me they would be fine, as he would keep an eye on them. Since there was no one else in the store, and both associates offered reassurance, I left them and walked across the hall to obtain the shirt. We were only gone a couple minutes...but my glasses were gone when I returned. These were very expensive sunglasses. I expressed my sincere disappointment, and disbelief they had been stolen in such a brief absence? To this day, I'm not convinced the male associate did not filch them himself.

After completing the transaction, the kind female associate accompanied me to the front desk. She spoke in a hushed manner to the front desk assistant, whom went out back for a few moments. When she reappeared, she was accompanied by a "secret service" looking gent, whom asked me to offer some details of the situation. He filled out a paper, and asked if I had proof of the value of the glasses. Absolutely. I phoned AMEX, and the information was confirmed through the bank. He was extremely courteous, and took the matter seriously. He left momentarily with the paperwork, and reappeared with cash. He asked me if $_____ was sufficient to cover the loss (it was CLOSE to the full amount, off by a few dollars)? I was stunned, and assured him it was. It was at this time, he informed me of a little-known, never advertised policy (he named it...but I have since forgotten---but MICKEY'S name was in it somewhere), in place at WDW. It was a "no questions asked" type of procedure, to insure the MAGIC is not disrupted or ruined by such an experience. I was profoundly appreciative, and amazed by the entire incident.

Since then, we have lost a few items such as a special back-issue of Disney Magazine (which was replaced promptly by an associate in guest services, whom had to locate and purchase it off-property), as well as a piece of tupperware (which was also promptly replaced!). We have never been disappointed with any efforts of the loss-prevention department representatives at WDW or any of the resorts.

I would advise you to promptly contact WDW guest services in regards to this matter, and explain the problems you experienced. Housekeeping should have "promptly" replaced the plush pooh, without question.
WDW has certain "standards" in place for situations such as the ones you described. I hope your concerns are addressed properly by the appropriate guest service department upon notification.

 

[WDW LifeLong Fan]

Glad you had a good trip/visit overall.

As I've said on many posts....my favorite GV room at the Poly is Samoa Ground Floor looking at the Volcano Pool. We love this location!

Thanks for the report!

 

[WDWBetsy]

This is not good. Over the course of our years of travel, and visiting WDW each summer...we have inadvertently "lost" a few items. On one occasion, my DD lost her beloved plush minnie mouse in much the same manner (bed linens) you described. She also lost about $50 in coins, which were tied to Minnie in a little belt pack. We phoned the front desk upon returning to the resort (POR), and informed them of the problem. Security arrived at our door within 5 minutes. My DH went outside and spoke with them concerning the loss. Before they left, DD went out to thank them (she was about 4/5), and express her sadness over the situation.

When you say inadvertently "lost" - do you mean, it was missing from your room (a possible theft), was it lost in the linens, or did it get dropped somewhere in your touring? Just curious... I do think that Disney definitely provided a bunch of magic in making this up to your DD. That is wonderful.

WDW has certain "standards" in place for situations such as the ones you described. I hope your concerns are addressed properly by the appropriate guest service department upon notification.

I can understand Disney replacing the stuffed animal as it was removed with the linens. But as for the lanyard, it would seem to me that it was accidentally dropped or misplaced by the child, so you could report it to Lost & Found (or whatever department), but I would never expect Disney to replace the item. It doesn't sound like the OP was as upset about that as the stuffed animal. Yes, it would be extra magic if they did, but I would never expect it. I can only imagine all the lost/replaced items that they'd have to deal with.

Now, the sunglasses were entrusted to a CM to watch, so that should definitely be replaced, and it sounds like Disney handled your situation well. If something is removed from your room, it should be replaced.

But in general, if people expect any lost item to be replaced when it's accidentally dropped or left behind, I think Disney has to draw the line.

Just my opinion.

 

[geetey]

We also had a beloved plush animal taken with the linens while staying at AKL in 2003. Since 'Snuffy' doesn't have any hard parts on him, he was missed in the linens inspection (they said the housekeeper removes the linens and then squeezes them to detect any items) and went to the laundry. We immediately notified the front desk and they were able to find him and return him to our room 2 days later. Good thing because my ds was having a TERRIBLE time falling asleep.

 

[cindyfan]

We have lost / misplaced certain items and having reported them to the guest service desk....either had them show up in our room the next day with a note or had them shipped home.
I think WDW is awesome about finding and returning things.

Once my DH left his cell phone on the bus with a bag containing a shirt that we just purchased.
He really was frantic because he was waiting for a couple very important calls in regards to jobs he was working on. One of many times that he took his work with us to WDW.
As soon as we got back to the room we called guest service and within minutes they had it tracked down.
They were able to track down what bus we were on and radioed them to look for it.
It was returned to us at the resort within the hour.
I was shocked that they got it to us that fast!

I just am curious though.....if the glasses were that expensive....why set them down on the counter instead of putting them in your bag or pocket?
And the CM should never have said they would be okay....what if someone else did just enter the store and he couldn't watch them any more.
I work retail and have always told my team that they should never take responsibility for the guests property. You are just asking for trouble doing that.
I guess lesson learned by both parties.

 

[BostonRob]

I'm trying very hard not to launch into a diatribe about personal responsibility.

 

[Tigger Woods]

I'm trying very hard not to launch into a diatribe about personal responsibility.

Thanks, Dad.

 

[debdot]

can you tell me where you watched the Electrical Water Pagent, what time was it and is it nightly

we will be at WDW in a few weeks with dinner at O'Hana first night and thought that would be another nice thing to do our first night

congratulations on the "20 hour drive" - we will be driving from LI and we always make it to Savannah and are totally exhausted and have to sleep over one night -

any driving tips?

thanks

 

[AllisonG]

We have lost / misplaced certain items and having reported them to the guest service desk....either had them show up in our room the next day with a note or had them shipped home.
I think WDW is awesome about finding and returning things.

Unfortunately I have had to deal with WDW Lost and Found and have NEVER had ANY results or help.
For instance:
After a long and expensive day shopping at DTD I arrived back at WL by bus, to find that while I was falling asleep on the bus someone stole all my packages. Including a bag full of toys my DS bought with his own money (he was about 4 y.o. and had been saving for months). I ran to WL valet to explain, they tried (not really) to find the bus I was on and then told me to go to Lost and Found. No one cared what was in the bags or that 80% of my holiday shopping was in them. I was brushed off and might I say pretty p#$!*ed off.
Then, years earlier, after being in Epcot all day I noticed my watch had some how fallen off. I went to Epcot Lost and Found who sent me to WDW property Lost and Found. No one seemed very interested in helping me or caring if I ever found my watch or not. I thought for an instant that maybe if it was found they might mail it to me. Thank goodness I didn't hold my breath!
So when I hear peoples positive stories of WDW Lost & FOudn, their almost hard to believe. Having had my own experiences.
But glad to hear there is a happy ending to someones story.

 

[TigrLvsPooh]

One thing I've learned about Disney is that you have to voice your complaints and state your problems immediately. It's so hard because you're right in the middle of your vacation, and you hate to get into it with anyone, but "the squeaky wheel gets the grease" we have found. There are so many guests that even if a CM had full intentions of helping you or doing something for you, many times it doesn't get done. We've found this from the GF down to the All Stars. People can just fall through the cracks sometimes. It has happened to us several times because we really never get a chance to think about it until we get home.

Advice I would pass down.... if anything ever goes missing from your room, no matter how small, you have to go to the manager as soon as you can.... we have found they will make it right. Same thing goes for dirty rooms, refilling soaps, all of that stuff. You have to take the time out to hunt down the appropriate person and get it taken care of. 9 times out of 10, if you get the right person (like the manager) they will sprinkle some pixie dust your way. We checked in around noon to BCVs once and didn't get our room until about 6:00 pm. We asked for the manager, told him what happened, and without even a word or a discussion he gave us dinner for 4 at Cape May that night. They really want us all to have a great vacation.

Another bit of advice. When you get to your room immediately call housekeeping to request your own fridge, crib, or whatever it was you wanted because 9 times out of 10 it will come hours later or not at all. There seems to be a communication problem between the front desk and housekeeping. I'm not sure why.

Anyway, I could ramble on for days about this topic. I'm glad you enjoyed the Poly... we arrive there in just 38 days!!!!!