Poly manager contact info???

[fitzperry]

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

Good luck!

Thanks! I will follow up with them.

 

[undertheradar]

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.



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.



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.



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.



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.

Wow, entitlement is alive and well. The comparison of any other resort to the one you stayed at is only for reference. The introduction of the Best Western by a pp is also lacking in context. Factors such as the time of day, size of resort, number of rooms being turned over that day(guest departures/arrivals), employee shifts, etc. All of those could and would impact how long it could take to check on your items. Having worked in the hotel industry, nothing you were reporting was considered life or death. A guest leaving behind a wallet, purse, medications, those would be of a higher priority for the staff. To suggest that a front desk cm go and search the room, there are resorts where front desk employees are not allowed to enter guest rooms. These restrictions are done to restrict employee access to guest rooms. As I stated, 45 minutes was not enough time for a resort this size. Were they wrong for having no record of your report, of course they were. Your statement about how much you paid for your room is moot due to all of the rooms at that resort costing more than say a Motel 6 room. As for understanding about the call centers, depending upon call volume, there are overflow centers that take calls that are not located in Florida. Not all call centers have the ability to transfer calls, think of restricted access just like room access.

 

[nkereina]

Only read some of the back and forth, but the point of the matter is that the Poly along with all other hotels on the Earth should have strict policies regarding lost and found. Having worked in a luxury hotel (not Disney), we used to have clear guidelines for this - housekeeping would follow procedures, lost and found would follow procedures and then the concierge/front desk would follow procedures. Sounds to me like any procedures Poly may have in place were not followed, and this is why the OP is frustrated. If I left my items in a hotel, I would want all procedures to be followed to give me the best shot at getting my items back and if it can't be found, then at least they tried their best. They should have at least given OP a carbon or photo copy of the form they filled out. It defnitely sounds like the call center dropped the ball, which has no bearing on the Poly. They should really implement a central lost and found number for each resort or something, considering all the things that are probably left behind every day.

OP - sorry to hear what happened. Keep your eyes on the mail, I've read several posts on here where the hotel has just mailed back stuff that has been left behind without even contacting the guest. Maybe the tooth thing can't be found because it's on it's way back

 

[maxiesmom]

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.

You are thinking as if you were staying at a regular Delxue hotel. I think most of us realize that a Disney Deluxe would not be worthy of the name were it in the real world. I've actually had better service from the staff at the Value resorts than I have from the staff at the Deluxe resorts. Paying more for a Deluxe resort on Disney property gets you a few things, but a higher level of service is not one of them. Unless you pay for conceierge service.

 

[YankeePrincess]

So clearly the simple folk that stay at value resorts don't deserve a high level of customer service because they are not staying at a deluxe resort.

All you are paying for is the monorail and location, not customer service.

 

[fitzperry]

So clearly the simple folk that stay at value resorts don't deserve a high level of customer service because they are not staying at a deluxe resort.

Yes, that is correct. If you stay at a value resort, you should expect to do your own laundry, scrub the toilet, and pitch in to clean up the common areas.

Honestly, this is becoming absurd.

All you are paying for is the monorail and location, not customer service.

Really??? From Disney's website:

"Deluxe
Experience the ultimate in Disney luxury, style and service."

 

[skater]

It is absurd. This is why I won't post issues like this - even if its something that somebody could benefit from. Who needs to be accused of entitlement ?

 

[Mysteria]

You are thinking as if you were staying at a regular Delxue hotel. I think most of us realize that a Disney Deluxe would not be worthy of the name were it in the real world. I've actually had better service from the staff at the Value resorts than I have from the staff at the Deluxe resorts. Paying more for a Deluxe resort on Disney property gets you a few things, but a higher level of service is not one of them. Unless you pay for conceierge service.

Only read some of the back and forth, but the point of the matter is that the Poly along with all other hotels on the Earth should have strict policies regarding lost and found. Having worked in a luxury hotel (not Disney), we used to have clear guidelines for this - housekeeping would follow procedures, lost and found would follow procedures and then the concierge/front desk would follow procedures. Sounds to me like any procedures Poly may have in place were not followed, and this is why the OP is frustrated. If I left my items in a hotel, I would want all procedures to be followed to give me the best shot at getting my items back and if it can't be found, then at least they tried their best. They should have at least given OP a carbon or photo copy of the form they filled out. It defnitely sounds like the call center dropped the ball, which has no bearing on the Poly. They should really implement a central lost and found number for each resort or something, considering all the things that are probably left behind every day.

OP - sorry to hear what happened. Keep your eyes on the mail, I've read several posts on here where the hotel has just mailed back stuff that has been left behind without even contacting the guest. Maybe the tooth thing can't be found because it's on it's way back

Agree with both.

OP the way it was handled for you was not within Disney standards and I'm sorry to hear that. Disney expects a high level of customer service from all employees at all resorts from value to deluxe. For an average lost and found issue there is no difference (nor should there be) between deluxe and value. They should have a record of your lost and found reports and follow-ups. They dropped the ball on this for sure.

I am happy to hear Elmo is coming home and still hoping for you that you get a call from the tooth fairy.

 

[maxiesmom]

Really??? From Disney's website:

"Deluxe
Experience the ultimate in Disney luxury, style and service."

I believe Disney gives (usually) the ultimate in service at all resorts. At the Deluxe resorts you get fancy rooms, and pool areas, and nicer restaurants. Plus you get quicker access to some theme parks. They CMs at Deluxe resorts don't go any farther in welcoming you, or cleaning your rooms, or in assisting you than the CMs at all of the other resorts.

I have not had the best luck with Disney's Lost and Found either. But I chalked it up to the fact that they probably get a few hundred lost items a day, and berated myself for not taking better care of my stuff.