Poor customer service at Poly

[KAT4DISNEY]

How in the world would being able to open a pool gate *after* you have checked in but before you have opened your room door be a security breach?

With online check in they may have gotten cautious. They have just decided to use it as an activation point. I'm not saying it makes complete sense. Thinking about a little more there were also reports awhile ago that if the security gate scanned it would activate and a couple others that the scan at MDE would activate but I don't know if that is correct now. Since ours often don't work at the room I'd actually be happy just to start there. But perhaps that makes me even less concerned about it since usually we're usually dealing with bands that don't work except for park admission. There definitely are different ways to activate a band-I've seen CMs try many different and then call others over to try their tricks and I suspect it is possible for the front desk to activate as well if asked and you have a knowledgeable CM. Either training (which is why using at you room activates) or the system is too complicated seems to be problematic in this area though.

Disney always has said you have access to resort pool for both days, your arrival and departure. Not being able to use the pool before you enter your room would be a change in policy. That is disturbing to me. We've had to wait past 6 for a room at BWV, did use pool before room.

It's not a policy change of any kind and you can use the facilities. And most resorts still don't have pool gates.

 

[bumbershoot]

We checked in at 12:30 and didn't expect the room to be ready, it wasn't. We planned on hitting the pool. When we went to the pool you needed your magic band to open the gate. Ours would not. The lifeguard came over and I explained we checked in but our room wasn't ready so we wanted to wait at the pool. He refused us entry. He said we needed to use our magic band to open the door of our room before it would open the pool gate. We walked around to another gate and came in behind other guests. What a stupid requirement!!!

Oh that lifeguard is so wrong. That has never been any sort of requirement. Once you check in you're a guest and a guest gets to use the pool

Straight to the front desk, I would go!

so one would think that they could allow pool access if they wanted to.

And they do and have. This is either a massive change OR it's a glitch.

I vote glitch. Stupid one, too. Otherwise, what is the point of letting us do the checkin process as early as 6am?

People need to let them know about this.

 

[bobbiwoz]

OK, I am at the Poly, and was given a key card to open the pool gate since my room is not ready. The CM at desk says room are ready usually 3-5. I was told there are 2 systems and the band would work in the parks.

 

[spiceycat]

thanks bobbi - when you get your room say if you liked it or not

 

[bobbiwoz]

Tom and I both like the room very much. It is larger than a studio at the GF, and with a drawer under the bed on both sides that work, there is still room under the bed for our suitcases. We are on the second floor, water view. We were confused a bit when we first got to the resort, and we needed help, but we do like the location of the building relative to the bus stop, and tomorrow we go to Epcot, and we seem to be quite near the transportation center.

When we got here our room was not ready, so we decided to go to Publix. Our MB did not work the access gate at the resort and it was because we had not used it for our room. That's when I asked about going to the pool, and we were given a key card that did work the gate to the pool. The key did have my name on it, not much else. So yes, we do have access to the resort facilities even before our room is ready and the MB used to open the door!

Bobbi

 

[gdrj]

In mid August we stayed 2 nights in a studio at the Polynesian Resort just to check it out.

Customer Service was lacking.

1) We checked in at 12:30 and didn't expect the room to be ready, it wasn't. We planned on hitting the pool. When we went to the pool you needed your magic band to open the gate. Ours would not. The lifeguard came over and I explained we checked in but our room wasn't ready so we wanted to wait at the pool. He refused us entry. He said we needed to use our magic band to open the door of our room before it would open the pool gate. We walked around to another gate and came in behind other guests. What a stupid requirement!!!

Two things: 1- You should have access once you check-in. There have been a number of issues with the gates at the Poly pool, when we stayed there in July, they worked sometimes, the gate latch was broken, the reader only read the magic band when you held it a certain way. Life Guards were letting people in due to the issues. 2- On these boards and Tikimans page s there have been a lot of complaints with people who are not staying at resort sneaking into pool. For whatever reason (not that you did anything wrong) life guard may have thought you were telling him a story, especially if you had backpacks etc as if you werent staying there. Either way a quick fix would have been to go to the Front Desk

In mid August we stayed 2 nights in a studio at the Polynesian Resort just to check it out.

Customer Service was lacking

2) When we checked out only 1 of 4 luggage carts were available. Housekeeping was using 3 of them transporting sheets and small boxes of soap and shampoo. Luggage carts are there to help guests not housekeeping!

Wrong the carts are for the staff. For future reference use bell services. While it is a tipped position, I think it is well worth a few bucks.

In mid August we stayed 2 nights in a studio at the Polynesian Resort just to check it out.

We had a lake view and I think the Poly has the best views of any DVC, but it looks like a 45 year old building that had a remodel. To me, if you look close, it looks old - probably because it is. It reminds me of Wyndham remodeling an old run down hotel into timeshares. The bungalows looked great but you hear the boats from the Ticket and Transportation going back and forth to Magic Kingdom, which are right next door depending on the unit you get.. To me, Poly is the noisiest DVC. I heard my neighbors and hall traffic move than any other DVC resort.

I have to disagree. We stayed Lake view and could not have been happier (and we requested close to the boats, so we could walk out the side of the building and walk to T&T)in fact we thought it was one of our best stays as members in 16 years. The interior halls are really wide, the poly touches of woodwork, artwork, furnishings fit the resort. The buildings were gutted on the inside down to the dirt on the first floor. The buildings are styled that way for a reason, a lot of the wood exterior was replaced. The Boats are not new and should be expected. Just like if you stay at Boardwalk and have Boardwalk view. We did not notice any noise from rooms that would be considered excessive. As for as comparing it to Wyndham, the finishes in the Poly I thought were excellent, I 'm guessing there are other DVC resorts that will fit your taste.

If you had used a bellman and had access to the pool right away your opinion of the entire resort may have been different. Did you like Trader Sams or the Tambu Lounge? How about the Pool? Did you do the Luau or visit the restaurants? The Lei's? We felt that we truly had snuck away to a Polynesian get away.

 

[gdrj]

We stayed at VB and they had luggage carts for guest use but the WDW resorts have an agreement with the Bell Services union to not allow guest use of the carts. It's a money thing, guests who use carts don't tip!

Bill

While I know you like to bring this up about the Bellman, and that very well may be accurate. Most "Deluxe" Hotels have bellman and do not let guests use the carts. I prefer that than trying to track down carts that are strewn across a hotel on different floors, or left in the parking lot or garage or next to the ice machine or guests who grab it 30 minutes before they are leaving and put it in the room with them.

 

[robinb]

Tom and I both like the room very much. It is larger than a studio at the GF, and with a drawer under the bed on both sides that work, there is still room under the bed for our suitcases. We are on the second floor, water view. We were confused a bit when we first got to the resort, and we needed help, but we do like the location of the building relative to the bus stop, and tomorrow we go to Epcot, and we seem to be quite near the transportation center.

When we got here our room was not ready, so we decided to go to Publix. Our MB did not work the access gate at the resort and it was because we had not used it for our room. That's when I asked about going to the pool, and we were given a key card that did work the gate to the pool. The key did have my name on it, not much else. So yes, we do have access to the resort facilities even before our room is ready and the MB used to open the door!

Bobbi

So they are aware of the problem. Good to know! It sounds like the OP would have gotten a key for the pool if she asked. It seems to me that the CMs should *ask* if you are planning to use the pool if you are checking in hours before your room is ready.

 

[OhioDVC]

IF the luggage carts are ONLY for bellman why did the resort leave 4 in the building? I'm familiar with the policy with bell services at DVC resorts. I agree that carts aren't available at DVC resorts so members are forced to use bell services IF they need help. But when I see 4 carts stored in the entrance area it gives the impression that they are for members' use. I thought maybe DVC finally cared a little.

AND WHY DOESN'T DVC PROVIDE LUGGAGE CARTS!!!!!!!

I consider it very poor member service not to provide luggage carts. In my experience (outside of DVC) 90%+ of timeshares provide luggage carts. It seems like over my 21+ years experience DVC's desire to satisfy members continues to decrease. The bigger they get the less they care.

BUT you can't beat the location. We love the parks and DVC provides great accommodations. I just try to grin and bear it when I get the "we got your money, too bad" attitude.

One of the great things about DVC is the variety of resorts. There is something for everyone. While I'm not overly found of Poly, many people love it.

I'm just not fond of the gold/yellow/orange decor. Looks cheap to me, but that is totally personal style/opinion.

 

[KAT4DISNEY]

OK, I am at the Poly, and was given a key card to open the pool gate since my room is not ready. The CM at desk says room are ready usually 3-5. I was told there are 2 systems and the band would work in the parks.

That's rather what I expected they would do although I do still think a CM has the ability to fully activate a MB but are either not trained to because that is not the procedure they want to use or because training isn't quite up to par.

It's WDW and I think they expect the majority of people to head to the parks the moment they arrive - and I bet the majority do.

 

[DenLo]

IF the luggage carts are ONLY for bellman why did the resort leave 4 in the building? I'm familiar with the policy with bell services at DVC resorts. I agree that carts aren't available at DVC resorts so members are forced to use bell services IF they need help. But when I see 4 carts stored in the entrance area it gives the impression that they are for members' use. I thought maybe DVC finally cared a little.

AND WHY DOESN'T DVC PROVIDE LUGGAGE CARTS!!!!!!!

I consider it very poor member service not to provide luggage carts. In my experience (outside of DVC) 90%+ of timeshares provide luggage carts. It seems like over my 21+ years experience DVC's desire to satisfy members continues to decrease. The bigger they get the less they care.

BUT you can't beat the location. We love the parks and DVC provides great accommodations. I just try to grin and bear it when I get the "we got your money, too bad" attitude.

One of the great things about DVC is the variety of resorts. There is something for everyone. While I'm not overly found of Poly, many people love it.

I'm just not fond of the gold/yellow/orange decor. Looks cheap to me, but that is totally personal style/opinion.

Disney Deluxe hotels have bellman and that includes DVC. I expect that the carts were not just left but were being moved around. They could have been in a storage room and a maid moved them out to get something as you don't see Bellman moving carts around the resort.

That is the beauty of DVC, if you don't care for one resort, another might be just your cup of tea.

 

[KAT4DISNEY]

IF the luggage carts are ONLY for bellman why did the resort leave 4 in the building? I'm familiar with the policy with bell services at DVC resorts. I agree that carts aren't available at DVC resorts so members are forced to use bell services IF they need help. But when I see 4 carts stored in the entrance area it gives the impression that they are for members' use. I thought maybe DVC finally cared a little.
.

Poly is a large resort and bell service uses golf carts AFAIK to take the luggage to the outer buildings - they do not take the carts from a central location out to the buildings on the rolling luggage carts. That is why each building will have some in it so that once they arrive they have the bags.

It may be a timeshare but it still operates mostly like a hotel and has bell services. Do most timeshares have that? The few I've stayed at do not so that's why they would have luggage carts. Vero Beach for example does not have bell service and they do have luggage carts. With the advent of rolling bags I do not find it an inconvenience. Now and then we need to make a second trip for example if we stopped at a grocery store but we'd have to virtually do that to even go get a luggage cart and bring it back to the car, take it all to the room and then bring it back down so for us it's a non-issue. If we absolutely needed the help we would drop bags with Bell Service and have them bring them to the room.

 

[wdrl]

Perhaps I'm too jaded, or perhaps my expectations of human nature are not as high as they should be, but I suspect there would be a whole new can of worms if DVC had luggage carts available for guests to use. How many threads would we start to see where people complain they walked all the way from the far end of Kidani or BWV to the lobby only to find no luggage carts available? Or that there were a dozen carts in front of OKW Building 18 but none to be found near Buildings 21 or 22? Or, accusations that someone kept a cart in their room for three days rather than returning it to the lobby?

We often stay in mid-price motels like Comfort Inn and Holiday Inn Express which have luggage carts for guests to use. Its not uncommon to find carts left in the parking lot or in hallways or even in elevators (as if someone expected the cart to find its own way back to the lobby).

Is there any reason to think Disney guests would be any different?

 

[disneynutz]

While I know you like to bring this up about the Bellman, and that very well may be accurate. Most "Deluxe" Hotels have bellman and do not let guests use the carts. I prefer that than trying to track down carts that are strewn across a hotel on different floors, or left in the parking lot or garage or next to the ice machine or guests who grab it 30 minutes before they are leaving and put it in the room with them.

According to Bell Services the union agreement is the reason why guests are not allowed to use the luggage carts, it's not that I like to bring this fact up, I like to inform other readers why the policy exists.

Bill

 

[gdrj]

According to Bell Services the union agreement is the reason why guests are not allowed to use the luggage carts, it's not that I like to bring this fact up, I like to inform other readers why the policy exists.

Bill

Understood. My only point is that it is not uncommon for hotels (in general), to limit carts to Bellman.

 

[spiceycat]

According to Bell Services the union agreement is the reason why guests are not allowed to use the luggage carts, it's not that I like to bring this fact up, I like to inform other readers why the policy exists.

Bill

though it was because Disney did not want DVC to be different from WDW resorts - so we get bell services and not get your own like the other timeshares do.

 

[spiceycat]

!

I consider it very poor member service not to provide luggage carts. In my experience (outside of DVC) 90%+ of timeshares provide luggage carts. It seems like over my 21+ years experience DVC's desire to satisfy members continues to decrease. The bigger they get the less they care.

i joined in 1993 and it was definitely explained to me that DVC had BELL SERVICES.

dvc has never allowed it members to do luggage carts at WDW. got told it was also insurance. (at my age memory problems)

 

[gdrj]

AND WHY DOESN'T DVC PROVIDE LUGGAGE CARTS!!!!!!!

I consider it very poor member service not to provide luggage carts. In my experience (outside of DVC) 90%+ of timeshares provide luggage carts. It seems like over my 21+ years experience DVC's desire to satisfy members continues to decrease. The bigger they get the less they care.

As a member for 16 years I don't ever recall carts being available. Besides the contract issue (per disneynutz) I personally find it better customer service to have Bellman available to provide luggage service. I want to feel like I am at a Resort, and not the Quality Inn on 192. I just don't want to see carts laying all over the place. kids going up and down the hallways with them etc. I also think that with the layout of some of the Resorts it does not lend itself to self service. Again IMO while you may experience that 90% (outside of DVC) of timeshares provide luggage carts, probably close to that 90% do not have bellman who will provide luggage service. Also many of the DVC's resorts are tied to hotels.

 

[KAT4DISNEY]

Perhaps I'm too jaded, or perhaps my expectations of human nature are not as high as they should be, but I suspect there would be a whole new can of worms if DVC had luggage carts available for guests to use. How many threads would we start to see where people complain they walked all the way from the far end of Kidani or BWV to the lobby only to find no luggage carts available? Or that there were a dozen carts in front of OKW Building 18 but none to be found near Buildings 21 or 22? Or, accusations that someone kept a cart in their room for three days rather than returning it to the lobby?

We often stay in mid-price motels like Comfort Inn and Holiday Inn Express which have luggage carts for guests to use. Its not uncommon to find carts left in the parking lot or in hallways or even in elevators (as if someone expected the cart to find its own way back to the lobby).

Is there any reason to think Disney guests would be any different?

I agree with all of this plus I had almost posted, but decided against it about how carts would likely just get left in the parking lot, free to roll around and hit cars. Jaded or realistic about what people will do I'm not sure but I'd bet it all would happen almost every day.

 

[jerseygal]

OK, I am at the Poly, and was given a key card to open the pool gate since my room is not ready. The CM at desk says room are ready usually 3-5. I was told there are 2 systems and the band would work in the parks.

THANKS for clarification on getting a key card day of check in when room is not ready. At least it SEEMS that the gate/pool situation is more secure now over the last few weeks! Hope that you are ENJOYING your stay!