Just returned from the Polynesian a week last Saturday, and I am truly disappointed with our stay. They place was beautiful, but the service left a lot to be desired. This was my first stay at a "Deluxe" resort, and maybe my expectations were set too high, but in my opinion, the service at the ASMo and DxL were far superior to that of the Poly.
One day, I just jumped in the shower and the water stopped. When I called to the front desk to find out the problem they said "Oh yea, there was a problem with one of the pipes so the water was shut off to fix it." Unless it was a real emergency situation, I would have expected a broadcast message to announce the water in the showers was going to be shut down. I also expected an appology, but none was forthcoming. They came up with a key to another room in a building accross the complex where I had to go shower. Funny how when Epcot reopened after being closed for a day there were broadcast messages on the phonemail to let people know, but I guess water being turned off is not considered as important as people spending money at Epcot.
The bus transportation was awful. On Monday night we went to Pleasure Island and had to wait 40 minutes in front for a bus. In that period of time about 5 empty "special" busses pulled up. We asked one of the drivers if he could call for a bus, and his response was, I can call but it will do no good. Finally we went to the luggage desk outside to complain and they called for a bus. This was the worst experience regarding transportation, but there was a lot of waiting for busses until we finally decided to take the car to the parks.
The worst thing that happened was that my husband left our new digital camera (appoximate value with accessories $1000) in the room when we checked out. When we realized we had left it behind we called and ask them to check for it. They recovered the camera and we told them that friends of ours who were leaving the next day, also staying at the Poly. would pick it up. Well, when our friends went to get it the clerk could not find it. My friends waited about an hour at the desk, and were asked to stop back after dinner. When our friends got back after dinner they were told the camera could not be located and they should come back in the morning, perhaps it was in the lost and found which opens at 9 am. They went back in the morning and were told the camera was missing. The person who found the camera did log it into the managers' log, but did not put it in a secure location and the camera was gone. They assured my friends they would call me that day, alert me to the situation and find out the value of the camera to make restitution. When they got home they called us, but the Poly. never did. Instead we called there, and were told the person who found our camera was not a manager and did not have proper training so it was not placed in a secure location. I could possibly understand this if we were at a "value" resort, but we were paying hundreds of dollars a night at a "deluxe". I would think proper training would be given (it doesn't take a brainsurgeon to figure out this is an expensive item). We gave a report and were told the claims department would be in touch. The claims department did call, however they said they were only willing to pay $500 towards the camera. Something about an "Innkeepers Statute" that limits them to $500 liability, even though they were clearly negligent. When my husband began to tell the claims woman we had receipts and $500 was unacceptable, she hung up on him. If anyone has any ideas on how to proceed I would be interested in hearing from you.
Never again will we stay at a deluxe resort, and probably not on property at all. We stayed off site at the Vistana Villages in October, and had a much better experience.
Well, I feel better know that I had the chance to vent. Thanks for listening.
One day, I just jumped in the shower and the water stopped. When I called to the front desk to find out the problem they said "Oh yea, there was a problem with one of the pipes so the water was shut off to fix it." Unless it was a real emergency situation, I would have expected a broadcast message to announce the water in the showers was going to be shut down. I also expected an appology, but none was forthcoming. They came up with a key to another room in a building accross the complex where I had to go shower. Funny how when Epcot reopened after being closed for a day there were broadcast messages on the phonemail to let people know, but I guess water being turned off is not considered as important as people spending money at Epcot.
The bus transportation was awful. On Monday night we went to Pleasure Island and had to wait 40 minutes in front for a bus. In that period of time about 5 empty "special" busses pulled up. We asked one of the drivers if he could call for a bus, and his response was, I can call but it will do no good. Finally we went to the luggage desk outside to complain and they called for a bus. This was the worst experience regarding transportation, but there was a lot of waiting for busses until we finally decided to take the car to the parks.
The worst thing that happened was that my husband left our new digital camera (appoximate value with accessories $1000) in the room when we checked out. When we realized we had left it behind we called and ask them to check for it. They recovered the camera and we told them that friends of ours who were leaving the next day, also staying at the Poly. would pick it up. Well, when our friends went to get it the clerk could not find it. My friends waited about an hour at the desk, and were asked to stop back after dinner. When our friends got back after dinner they were told the camera could not be located and they should come back in the morning, perhaps it was in the lost and found which opens at 9 am. They went back in the morning and were told the camera was missing. The person who found the camera did log it into the managers' log, but did not put it in a secure location and the camera was gone. They assured my friends they would call me that day, alert me to the situation and find out the value of the camera to make restitution. When they got home they called us, but the Poly. never did. Instead we called there, and were told the person who found our camera was not a manager and did not have proper training so it was not placed in a secure location. I could possibly understand this if we were at a "value" resort, but we were paying hundreds of dollars a night at a "deluxe". I would think proper training would be given (it doesn't take a brainsurgeon to figure out this is an expensive item). We gave a report and were told the claims department would be in touch. The claims department did call, however they said they were only willing to pay $500 towards the camera. Something about an "Innkeepers Statute" that limits them to $500 liability, even though they were clearly negligent. When my husband began to tell the claims woman we had receipts and $500 was unacceptable, she hung up on him. If anyone has any ideas on how to proceed I would be interested in hearing from you.
Never again will we stay at a deluxe resort, and probably not on property at all. We stayed off site at the Vistana Villages in October, and had a much better experience.
Well, I feel better know that I had the chance to vent. Thanks for listening.
I hope that you do receive more than $500 since this is clearly their fault. I would hate to have the water shut off in the middle of a shower too. If this was unexpected they probably had no way to warn you prior to the incident, but if they knew they were going to be working on it, you should have been told. 
