Poly manager contact info???

[fitzperry]

We had a mostly wonderful stay at the Poly the week after Thanksgiving. So sorry to read about the guest who had bedbugs in her room . Fortunately we didn't have any problems like that. But we are having an issue related to two things that were inadvertently left in our room. Specifically, in our rush to get out to the parks on our last day, our 12yo daughter left a stuffed Elmo that she's slept with since she was an infant in one of the beds, and our 9 yo daughter left a little tooth container that held all of the teeth she's lost and that she brought along because she had another loose one.

First, let me say that we take full responsibility for screwing up and forgetting stuff in the room, and I realize that the chances of recovering them were never that great. It's the way the Poly has handled it that's the problem. Our younger daughter realized that she'd left the tooth necklace in the room while we were at lunch in Epcot. I immediately called the resort and asked them to check the room and/or talk to the housekeeper. I was transferred to "lost and found" where I left a voicemail. We returned to the resort a couple of hours later for Magical Express and went to the front desk to follow up, but they could find no record that I'd called. . . . Fabulous.

So we started working with the front desk to see if the items could be found. The desk clerk claimed she was unable to determine whether someone else had checked into the room yet, which I find difficult to believe. They supposedly sent someone to the room to see if the tooth container was still there (it was hanging on a lamp, so we hoped that housekeeping might have missed it; Elmo was in the bed, so we figured he was probably pulled out with the sheets and in the laundry by that time). My husband waited for 45 minutes without getting a response despite numerous requests. At that point we had to leave for the airport, so he filled out two cards with detailed information about the things we'd lost, and they said they'd get back to us.

A week later, we've heard nothing, so my husband called this morning, and now they have no record of the second report! He asked to speak to a manager and they refused to transfer him. The customer service rep he spoke to said that she would contact the front desk personnel and try to figure out what happened to our report. He told her that he expected a call back from a manager, but I'm not holding my breath on this one.

Again, I realize it's our fault that we forgot these things and that it was perhaps not very likely they'd be found. But I can't help but think the chances of retrieving them were better last week when it had only been a couple of hours since we checked out than they are now, and I'm ticked that the Poly would treat things with such obvious sentimental value so cavalierly. From where I sit, it looks like they just ignored our requests, and that is not ok coming from a company that is supposed to pride itself on customer service and a resort that costs what the Poly does.

Anyway, sorry for the long rant. What I'd like to know is whether anyone has contact information for a manager at the Poly. I'd greatly appreciate it.

 

[Missytara]

What I'd like to know is whether anyone has contact information for a manager at the Poly. I'd greatly appreciate it.

Disney does not give out any direct information nor numbers for the resorts or staff.

You have two avenues; you can call the number listed for the resort and get sent to a central call center, where someone may forward your call to someone in the resort if they deem it necessary.

The second one is to use the "contact us" e-mail on the Disney site.

I had a wonderful encounter with two cm's in the resort who really made my trip extra special a few years ago. I e-mailed them; they first sent me an e-mail telling me they had received it. They sent me a second e-mail about two weeks later telling me my e-mail had been forwarded to the appropriate parties and letters had been placed in the files for the two CM's. Lastly, about a week later, I received a very nice call from a CM thanking me for going out of my way to take the time to call them.

I think that would be your best route.

 

[TDluvsDaisy]

It sounds like the majority of the problem now is the call center (Poly should have gotten you in contact with housekeeping while you were there IMO). I would definitely email guest services (I wish I had the email for you) and let them know the story from the beginning.

 

[Missytara]

It sounds like the majority of the problem now is the call center (Poly should have gotten you in contact with housekeeping while you were there IMO). I would definitely email guest services (I wish I had the email for you) and let them know the story from the beginning.

I noted in my post above, it was on the Disney site, under "contact us."

 

[fitzperry]

Thanks for the advice. Here's the update: Someone from lost and found returned my husband's call and told him she'd tracked down a stuffed Elmo in the laundry. He asked her to text him a photo. . . It's dd's much loved old Elmo, and they are FedExing him to us.

No such luck on the tooth necklace. The woman from lost and found told my husband that she was the one who had gotten my voicemail about it back on our departure day. She remembered having checked the room and talking with the housekeeper, but they didn't find the tooth container. She said she called me last week, but I never got a phone call or a voice mail. I'll chalk that up to a misunderstanding, but we remain unhappy with the way the front desk has handled this. They still cannot find any record of the lost item reports that my husband filled out and there is no indication they followed up in any way. If we hadn't called, Elmo would have been headed for the dustbin. It's a silly little thing but has a good deal of sentimental value--it's been on every trip my daughter has ever taken and she's slept with it virtually every night for 12 years, so I'm very glad they were able to find it. But given the number of things that must get left in the rooms there, you'd think they'd have a more effective system for reuniting guests with their stuff. And I would certainly expect a hotel that charges $400+ per night to treat a guest's request with more care and respect. The lost and found lady said she would speak to the front desk manager and that she would probably call us. I hope so.

The funny thing is that a few years ago I left a pair of nice sunglasses on Expedition Everest. When I realized it, I went back to the ride and was told that either no one had turned them in or they'd already gone to lost and found. So I filled out a form there and about a week later got a pair of sunglasses in the mail. They weren't MY sunglasses, but they were the same brand and fit the general description I'd given. At least they tried. I expected that much from the Poly, but they didn't deliver.

 

[undertheradar]

Sorry, you left items behind and want to transfer your responsibility to the Poly? You are getting back the Elmo and you aren't satisfied? What you paid for your room has no bearing on what you should expect. When you first phoned the resort you were speaking to a call center, not the resort. Taking into account how many rooms are at the Poly, what is your expectation of how it should have been handled? Again, the Poly staff didn't leave behind any items in the room, you did.

 

[fitzperry]

Sorry, you left items behind and want to transfer your responsibility to the Poly? You are getting back the Elmo and you aren't satisfied? What you paid for your room has no bearing on what you should expect. When you first phoned the resort you were speaking to a call center, not the resort. Taking into account how many rooms are at the Poly, what is your expectation of how it should have been handled? Again, the Poly staff didn't leave behind any items in the room, you did.

I made it clear in my original post that it was our mistake to leave things behind, and we accept responsibility for that. In fact, I said it twice in the apparently futile hope that it might help to avoid snarky comments like this. Yes, we screwed up and forgot a couple of things. Why would that excuse the hotel from its customer service responsibilities?

When I pay $400 a night for a hotel room, I expect any concerns I might have to be addressed promptly and politely, and they weren't addressed at all until we escalated the matter. And yes, the price I paid for the room is relevant. I expect a higher level of service in an expensive resort; they ought to be able to hire and train the staff to handle it. The lost and found rep actually told my husband that it appeared the front desk ignored the reports he filled out and likely either set them aside or threw them away. That's acceptable customer service? Really??? If they weren't going to do anything to help find the things we left, they should have told us.

Also, why would it matter whether I was talking to a call center or the resort? I had an issue due to leaving things behind at the Poly. I can't control who Disney assigns to deal with my request, but I do expect to be treated well, and I wasn't.

To answer your question about how it should have been handled--the front desk should have checked the room, talked with housekeeping and lost/found, and gotten back to us. They did exactly none of those things, and at least one of the items we left was there to be found. As I said, if we hadn't made the effort to call back and escalate the matter, it would have been thrown away. It's like that Seinfeld episode where the rental car agency gave away the car he reserved. Evidently, the front desk knows how to take the report, but they don't know how to follow up on the report, and that's really what the report is for.

 

[AlohaPolynesian]

I would say to e-mail WDW (I will look for the address I have used in the past and re-post). I have done this before with both my positive and negative experiences, and they follow up with an e-mail and/or a phone call.

Also, I work as a Customer Service Rep for a large, well-known company who prides itself on great guest experiences. We log all of our guest communication into a large database, which sorts everything and spits out a report that is then reviewed by each department to make any changes they deem necessary.

So while you may not get your tooth necklace back, you might make a difference in the way these situations are handled in the future for you or other guests. I'm sure that WDW has a similar system as the one we use and will appreciate your feedback. They need to know that guests do not feel as though their concerns are being handled in an appropriate manner.

Good luck!

 

[undertheradar]

I made it clear in my original post that it was our mistake to leave things behind, and we accept responsibility for that. In fact, I said it twice in the apparently futile hope that it might help to avoid snarky comments like this. Yes, we screwed up and forgot a couple of things. Why would that excuse the hotel from its customer service responsibilities?

When I pay $400 a night for a hotel room, I expect any concerns I might have to be addressed promptly and politely, and they weren't addressed at all until we escalated the matter. And yes, the price I paid for the room is relevant. I expect a higher level of service in an expensive resort; they ought to be able to hire and train the staff to handle it. The lost and found rep actually told my husband that it appeared the front desk ignored the reports he filled out and likely either set them aside or threw them away. That's acceptable customer service? Really??? If they weren't going to do anything to help find the things we left, they should have told us.

Also, why would it matter whether I was talking to a call center or the resort? I had an issue due to leaving things behind at the Poly. I can't control who Disney assigns to deal with my request, but I do expect to be treated well, and I wasn't.

To answer your question about how it should have been handled--the front desk should have checked the room, talked with housekeeping and lost/found, and gotten back to us. They did exactly none of those things, and at least one of the items we left was there to be found. As I said, if we hadn't made the effort to call back and escalate the matter, it would have been thrown away. It's like that Seinfeld episode where the rental car agency gave away the car he reserved. Evidently, the front desk knows how to take the report, but they don't know how to follow up on the report, and that's really what the report is for.

Price has no bearing whatsoever! The importance of knowing that you were speaking to a call center is that the call centers are not located in the resorts. So when you assumed you were speaking to the Poly, you were not. If questioning how what you paid for a room has to do with what actions should have been taken is considered snarky, unreal! As for what was done, exactly how quickly do you believe the response should have been? If the room was already occupied by another guest should they have been disturbed to check for your forgotten/left behind items? There are so many variables involved including something so strange as the housekeepers being on lunch break to checking with everybody who might have had contact with the bedding from the room. When you give the benefit of the doubt that they might have been checking on the items, 45 minutes is not a very long time for a large resort!

 

[DisneyLoverUSA]

I made it clear in my original post that it was our mistake to leave things behind, and we accept responsibility for that. In fact, I said it twice in the apparently futile hope that it might help to avoid snarky comments like this. Yes, we screwed up and forgot a couple of things. Why would that excuse the hotel from its customer service responsibilities?

When I pay $400 a night for a hotel room, I expect any concerns I might have to be addressed promptly and politely, and they weren't addressed at all until we escalated the matter. And yes, the price I paid for the room is relevant. I expect a higher level of service in an expensive resort; they ought to be able to hire and train the staff to handle it. The lost and found rep actually told my husband that it appeared the front desk ignored the reports he filled out and likely either set them aside or threw them away. That's acceptable customer service? Really??? If they weren't going to do anything to help find the things we left, they should have told us.

Also, why would it matter whether I was talking to a call center or the resort? I had an issue due to leaving things behind at the Poly. I can't control who Disney assigns to deal with my request, but I do expect to be treated well, and I wasn't.

To answer your question about how it should have been handled--the front desk should have checked the room, talked with housekeeping and lost/found, and gotten back to us. They did exactly none of those things, and at least one of the items we left was there to be found. As I said, if we hadn't made the effort to call back and escalate the matter, it would have been thrown away. It's like that Seinfeld episode where the rental car agency gave away the car he reserved. Evidently, the front desk knows how to take the report, but they don't know how to follow up on the report, and that's really what the report is for.

You really expect that someone from the front desk area will LEAVE THE FRONT DESK and go back to the room you stayed in and look around for your stuff? That's an unreasonable expectation. They can't leave the front desk to check your room. It is up to the HOUSEKEEPERS to turn in any items they find in the rooms, but I am sure as opposed to going through the trouble of turning them in, most of the items probably get thrown away.

And as for the PP who keeps stating that price paid for a room has no bearing... OF COURSE it does. Do you really expect the same level of customer service and attention to detail from a $49 a night Roadside Inn that you would get at a $400 a night "luxury" resort? If you don't expect a difference then I suspect you have never stayed in a luxury resort. They pride themselves on excellent customer service AS WELL THEY SHOULD. When you pay more for a product or service you have the right to expect better quality products or services.

 

[bowbat]

I'm not sure why some posters on here are giving you grief when you CLEARLY stated that you realize you were at fault for leaving the items in the room. The point of your post is that you weren't happy with the way the Poly handled the issue...nor should you be.

My ILs had a similar situation happen during a stay at a Best Western. They called several hours after check-out when they realized they had left something behind, and the person they spoke to was able to immediately check the room, find the item & put it aside for us to pick up for them. If Best Western can handle that sort of thing quickly & easily, why can't Disney?

And, please, enough with the "you're actually calling a call center, not the resort." *Disney* provides that number for the resort. If the people who take those calls aren't capable of addressing issues within the resort (or re-directing the call appropriately), then that's a *Disney* issue, not a caller issue.

OP, I hope you're get the contact info you need. I got a follow-up survey after my last visit to a Disney resort -- perhaps you'll get one & can mention your issues there, as well.

 

[fitzperry]

I would say to e-mail WDW (I will look for the address I have used in the past and re-post). I have done this before with both my positive and negative experiences, and they follow up with an e-mail and/or a phone call.

Also, I work as a Customer Service Rep for a large, well-known company who prides itself on great guest experiences. We log all of our guest communication into a large database, which sorts everything and spits out a report that is then reviewed by each department to make any changes they deem necessary.

So while you may not get your tooth necklace back, you might make a difference in the way these situations are handled in the future for you or other guests. I'm sure that WDW has a similar system as the one we use and will appreciate your feedback. They need to know that guests do not feel as though their concerns are being handled in an appropriate manner.

Good luck!

Thank you. I will definitely follow up with an email detailing both the good and the bad (most everything else about our stay was great, and I'd love to be back there right now). Your point about your company's database is just what I was talking about when I mentioned my surprise that there doesn't seem to be a better system for reuniting guests with their stuff. The protocol seems pretty loose, and even that wasn't followed.

 

[cassie]

I can understand your frustration since you were staying at a deluxe. I was at

a moderate when arriving home I found I forgot a drawer full of clothes . I called WDW and they sent me to lost & found who took my listing of the clothes left behind. A day later I got a call from l&f who found my stuff and prompty sent them to me.

When you were at the front desk, they should have talked with lost & found and/or given you the number to contact. They really dropped the ball.

Hope the teeth show up...This past Oct I was there, and for the whole week's stay, a black sock was laying against the wall by the table. Wonder if it's still there.

 

[fitzperry]

Price has no bearing whatsoever!

If you buy an Acura or Lexus, you get more amenities from the service department than you do at Honda or Toyota. If you shop at Nordstrom or Saks, you are treated differently than you are at Target or Walmart. We spend more money on Apple products than we would on other brands in part because we find their service to be superior. And the same is true with hotels. As I said above, a high end resort should have more people on staff to handle customer requests. At any given time at the Poly you see plenty of cast members walking around with walkie talkies. They were not short-staffed.

The importance of knowing that you were speaking to a call center is that the call centers are not located in the resorts. So when you assumed you were speaking to the Poly, you were not.

I did not assume I was speaking to someone physically located at the Poly, but I specifically asked to be transferred to someone there and was told that I would be.

If questioning how what you paid for a room has to do with what actions should have been taken is considered snarky, unreal!

The snarky part was telling my that I was trying to "transfer [my] responsibility to the Poly" when I'd made it clear that it was our mistake. They just followed it up with more mistakes.

As for what was done, exactly how quickly do you believe the response should have been?

Sometime before 10 days would have been nice. As I said, we NEVER would have gotten a response if my husband had not called today and insisted on talking to a manager because the front desk personnel evidently chucked the reports he filled out.

If the room was already occupied by another guest should they have been disturbed to check for your forgotten/left behind items? There are so many variables involved including something so strange as the housekeepers being on lunch break to checking with everybody who might have had contact with the bedding from the room. When you give the benefit of the doubt that they might have been checking on the items, 45 minutes is not a very long time for a large resort!

Again, AS I SAID, the front desk told us they couldn't even determine whether someone had checked into the room, which seems rather specious to me. If someone had checked in, it would have been easy enough for housekeeping to knock on the door to see if the room was occupied at the time. It's not rocket science, and it would hardly be a huge imposition. And while we weren't thrilled that we got no information in the 45 minutes before we had to leave for the airport, I certainly wouldn't have been on here complaining about it. Again, it was the fact that we got no response for almost 10 days and weren't going to get one at all that bugs me.

 

[fitzperry]

You really expect that someone from the front desk area will LEAVE THE FRONT DESK and go back to the room you stayed in and look around for your stuff? That's an unreasonable expectation. They can't leave the front desk to check your room.

Actually, there were several people standing at the front desk who didn't appear to have much to do, and one of them did leave--ostensibly to go check the room. He just didn't come back before we had to depart for MCO.

It is up to the HOUSEKEEPERS to turn in any items they find in the rooms, but I am sure as opposed to going through the trouble of turning them in, most of the items probably get thrown away.

And if there was no one at the front desk who could do it, then I would expect them to contact housekeeping. You're likely correct that many items left in rooms are probably just thrown away, and that is most likely what happened to this necklace, which certainly didn't look like anything valuable. I just think the front desk handled this badly.

And as for the PP who keeps stating that price paid for a room has no bearing... OF COURSE it does. Do you really expect the same level of customer service and attention to detail from a $49 a night Roadside Inn that you would get at a $400 a night "luxury" resort? If you don't expect a difference then I suspect you have never stayed in a luxury resort. They pride themselves on excellent customer service AS WELL THEY SHOULD. When you pay more for a product or service you have the right to expect better quality products or services.

Agreed.

 

[fitzperry]

I'm not sure why some posters on here are giving you grief when you CLEARLY stated that you realize you were at fault for leaving the items in the room. The point of your post is that you weren't happy with the way the Poly handled the issue...nor should you be.

My ILs had a similar situation happen during a stay at a Best Western. They called several hours after check-out when they realized they had left something behind, and the person they spoke to was able to immediately check the room, find the item & put it aside for us to pick up for them. If Best Western can handle that sort of thing quickly & easily, why can't Disney?

Exactly! I'm glad someone gets it!

And, please, enough with the "you're actually calling a call center, not the resort." *Disney* provides that number for the resort. If the people who take those calls aren't capable of addressing issues within the resort (or re-directing the call appropriately), then that's a *Disney* issue, not a caller issue.

OP, I hope you're get the contact info you need. I got a follow-up survey after my last visit to a Disney resort -- perhaps you'll get one & can mention your issues there, as well.

That excuse is used all too frequently around here, and people who are unfamiliar with the system are made to look like fools for believing that the reps on the phone should be able to address their issues. Well if the cast member on the phone isn't able to resolve the matter, then it is up to him/her to find someone who is. It shouldn't be a game where the guest has to navigate a maze to figure out how to get results. In fact, that is one of my pet peeves with service providers in general (my health insurance company leaps to mind)--too often they expect the customer to know their system as well as they do. Really annoying.

 

[fitzperry]

I can understand your frustration since you were staying at a deluxe. I was at

a moderate when arriving home I found I forgot a drawer full of clothes . I called WDW and they sent me to lost & found who took my listing of the clothes left behind. A day later I got a call from l&f who found my stuff and prompty sent them to me.

When you were at the front desk, they should have talked with lost & found and/or given you the number to contact. They really dropped the ball.

Hope the teeth show up...This past Oct I was there, and for the whole week's stay, a black sock was laying against the wall by the table. Wonder if it's still there.

That's the thing--we've all seen stuff left in hotel rooms that housekeeping should have caught! The woman from lost and found went and checked today because we figured there was a slim chance no one had noticed it or had noticed it and just left it there.

I told my daughter that she can tell everyone now that she lost all her teeth at Disney World Well, except for the one for which she brought along the tooth necklace and which didn't come out until we got home.

 

[DianeW]

Well, it may have been that another guest had already checked into the room. When we were there in March, we had a message on our phone from housekeeping. The CM mentioned that someone thought they'd left a charger plugged into the wall in our room and would we call her back or drop it off at the front desk if we found it. She also stressed that we were under no obligation to do so, and not to even worry about it for one second if we were otherwise busy. The charger was not there, so we didn't worry about it. If it had been, we would have turned it in.

Maybe the guests staying in your room couldn't be bothered to look, or had found the necklace with the teeth in it...thought that was gross and chucked it in the trash (as a mom, I know baby teeth are very important, but whoever got the room after you may not realize the sentimental mommy value and just thought it was a tad creepy. LOL).

Anyway, my point in this is that apparently the rights of whoever is occupying the room are primary and there may not have been much Disney could have done at that point. They certainly would not have knocked on the door to disturb the room's current occupants, so I guess you were probably just out of luck at that point. It stinks...I'm sorry.

 

[AlohaPolynesian]

I think this is the e-mail address: WDW.Guest.Communications@disneyworld.com

Good luck!

 

[fitzperry]

Anyway, my point in this is that apparently the rights of whoever is occupying the room are primary and there may not have been much Disney could have done at that point. They certainly would not have knocked on the door to disturb the room's current occupants, so I guess you were probably just out of luck at that point. It stinks...I'm sorry.

Thanks. I'm honestly not as sentimental about them as my daughter. I can't begin to pull their teeth for them--totally creeps me out! Dh told her that some kid probably found them and kept them to scam the tooth fairy out of more $$.

I don't know whether they'd have knocked on the door or not. A cast member left the front desk, ostensibly to see if anyone was in the room so he could look for it, so it sounded like they would have. Honestly it wouldn't bother me for an employee to knock on my door and ask to look for something another guest might have left. If it were a bad time, I'd just ask them to come back later.

The thing is that if there was nothing "Disney could have done at that point" they should have told us that. Why have us fill out two detailed forms describing what we lost and when and where, etc. if there is nothing you can do about it? And that's really the point, which is that no one did do anything about it or contact us for NINE DAYS. And no one EVER would have contacted us because it appears that the front desk disregarded the forms.