Request issue at the Polynesian (or any resort)

[chamonix]

What I've often noticed from reading people's reports when they return from home...is that many (maybe even most) love whatever location they were given and would request it again. While I wouldn't argue that there are a few clunckers as any resort, most likely you will love, or at least enjoy your location. As a matter of fact, I can only remember a VERY few times people reporting that they did not like thier location.

tammydel, I completely agree. I have noticed that, and was going to post the same sentiment myself, but ended up editing it out of my last post because it was so long already, LOL!

people were being bumped left and right. I stood and watched while a family that had booked adjoining rooms were told they had to move to the GF because not a single room was available at the Polynesian.

OMG! If this happened to me, I would have to go through the Five Stages of Grief before I could get on with enjoying my vacation! Staying at the Polynesian is very important to us, and having to move to a different resort would nearly be a vacation killer to me--at least for awhile. Seriously, it would be a hard blow to get over! TBH, what would bother me the most is that they could notify you before you arrive so you could prepare yourself, or cancel. I would prefer that option instead of simply being moved upon arrival without much say or choice in the matter.

 

[snowiit]

.

And about the parking lot views in Raratonga, last time I walked by that building on the parking lot side I felt it was close to the parking area. I think that the views from Aeotearoa are good monorail views and garden views, with traffic and parking only seen in the distance, but Raratonga - particularly on the first floor - leaves something to be desired -- of course, this is my opinion.
QUOTE]

Gosh, I stayed in Raratonga last month, parking lot view, first floor and we had a lovely view! You could not see any parking area whatsoever. It was a lovely garden area with beautiful flowers. Watching the monorail was so fun also (no noise either).

Tikiman.. you are a great resource to people! DON'T Change a thing.
I have stayed at the Poly 5 times now with only two of those times being in the same building. This last trip we did request (ahem... I said REQUEST) two different buildings... Raratonga and Samoa.. the reason being my mother has congestive heart failure and walking any distance takes her breath. She wanted to either be near the GCH or Pool where she would be spending most of her time (didn't want to burden us at the parks...silly woman!) Thankfully we did get Raratonga so that worked out. A trip there two years ago with mom we requested close proximity for the same reason through our travel agent.. didn't happen. But if we were just going by ourselves without mom we would go with the luck of the draw. And your site gave us the information about what to request for mom.
The Poly is my FAV place on property.. hope to return there someday soon.. parks or not~!
Mahalo! Nancy

 

[*Fantasia*]

I think that the views from Aeotearoa are good monorail views and garden views, with traffic and parking only seen in the distance,

True. We like Aeotearoa. We had a nice...very nice view of the tropical plants and flowers and the monorail. We saw very little of the parking lot and yes, only seen in the distance. There was very little... I mean very little foot traffic we saw. It was very quiet, the the exception of the monorail at night. We enjoyed watching the monorail pass us by. I sometimes even waive them "Aloha!" I'm somewhat a lite sleeper, so at night I hear the monorail "swoosh" by. Then it got kind of old... got to me.

No one can go wrong with any bldgs at Poly. It is such a beautiful resort!They can put me on the hammock and I will be happy! I have the best view of everything!!

 

[imatoad]

What? So my request for a room with a view of the hula girls at the luau is unrealistic?

 

[Sammie]

I probibly sound like an idiot for asking this, but

What website are you guys talking about?

Thanks Alot...

Steve, aka Tikiman, has his own website dedicated to the Polynesian.

 

[alohaguy]

snowiit-

I'm glad your stay at Raratonga was enjoyable. I wasn't trying to infer that anyone who stays on the parking lot side of that building will have a bad trip, or not enjoy their room, my only point was that there are a wide range of views and locations for garden view rooms and that I think that is part of what leads to people's frustrations about not receiving their requested building.

Everyone has different tastes and develops different favorite locations when they return to the Polynesian over and over again. I'm glad you had a great trip.

 

[snowiit]

snowiit-

I'm glad your stay at Raratonga was enjoyable. I wasn't trying to infer that anyone who stays on the parking lot side of that building will have a bad trip, or not enjoy their room, my only point was that there are a wide range of views and locations for garden view rooms and that I think that is part of what leads to people's frustrations about not receiving their requested building.

Everyone has different tastes and develops different favorite locations when they return to the Polynesian over and over again. I'm glad you had a great trip.

Not a bit of offense taken! I just wanted you to know our experience. I believe it comes down to this..... any day, any location at the Polynesian is sure better than not being there!<G> Had we not gotten our request... we would have just dealt with it and just done our best. I know the cms at check in are trying to do their best for the most part. Have a great day!
Nancy

 

[Sammie]

The problem with irate guests is they truly have this attitude of, "it's all about me". They don't understand that not everyone can have the same room or even the same building. That on the day you check in, there might not be a single person checking out of Samoa. So no way to give you your request.

As Snowit stated the landscaping is so lush at the Polynesian I do not consider the rooms on the front of the resort to be parking lot.

I do consider them to be very convenient to the GCH, the TTC, and my car when I need it, either from the lot or valet. Believe when it is pouring down rain, or lightning, I love those rooms.

Same situation with the closing of concierge during the new rehab. Guests want the rooms to always be fresh, new, and in great repair. Disney World is open 365 days year round. That does not allow any time to do a rehab without inconvenciencing someone. I know it is disappointing when it is you, but that is life. Some make the best of it and see it as a new adventure, some let it ruin everything.

The last time they closed the Hawaii building and moved it to Tahiti, the complaints about it not being a "real" concierge experience were frequent and at times brutal. Guests complained they were paying for concierge and getting some thrown together make do situation. So this time, Disney decided to offer those affected the chance to pick another "real" concierge experience. But they are still upset, so they just can not win.

 

[Sammie]

I'm sure that most of us here on the DIS Board very well know that request is just a request. I just wish we can tell all the folks who doesn't know this site that "request" is just that.

Fantasia, I am sure that no one participating in this discussion would "pitch a fit" over a room request. But believe me a very large percentage of the trouble makers that Steve is talking about are frequent Internet users. I will be polite and not say they are only DISers.

The non Internet users probably have not done enough research to have an opinion one way or the other and are just thrilled to be there.

Of course I think some of the blame can also go to the guidebooks that label certain views, locations, buildings as completely undesirable.

At least Steve tries to keep his opinions balanced and not completely bash a certain building or location.

 

[JulyGirl]

I have been hearing from CMs that people are checking into the Polynesian and when they are not getting their requested longhouse they are getting very irate with the staff. This is not acceptable behavior in my opinion and is leading to bad feelings between CMs and guests. Also how would you like to be the person to check in with a CM after they just got chewed out by someone because they did not get their “REQUEST”?

Bad Disers! Shame on you! You got a scolding from the Tikiman!

 

[alohaguy]

Sammie - I don't know that it's entirely fair to categorize these apparently angry guests as having the attitude of "it's all about me". Everyone, I'm sure, has different reasons for their reactions, and as annoyed as the front desk may be, everyone is entitled to an opinion - they are even entitled to be frustrated - just not to be offensive or obnoxious to CM's who have no role in the situation.

Like I said near the beginning of this thread, I think the people that research hotels, and who stay in the Polynesian often may be the ones that get most upset - and it is my opinion that this comes from the varying locations that are booked at the same rate. You may enjoy the parking side of the Polynesian, but others may think of it as a disappointment - and the fact is, that unless you pay for lagoon view, you have no control over what area of the resort you will be in. If people didn't perceive these differences, and desire one area over the other (based on their own experience or not), then this problem wouldn't exist - but it does.

In my opinion, picking up on what Steve said earlier, I actually do think it would be better for the Polynesian to further delineate their room rates - adding more categories. Maybe pool views and marina views should be more expensive, and that way those who truly want these locations can pay to ensure they will be staying where they truly wish to be. I think that if it was easier for guests to stay in the general area they desired (i.e. marina, pool area versus parking area) then these problems at the front desk may decrease. Just a thought. Hawaii costs more because of the services offered, but also because of it's prime location. People pay the price who want to be there, and they get the peace of mind of knowing that where they will end up is where they wish to be.

Worse than all of this complaining about requests, were the disappointments I witnessed in April of those who were bumped at check-in from Hawaii. They truly had the right to explode, and I didn't blame them one bit.

 

[ufgator]

Tikiman - please don't change your site or stop giving opinions! Both are really helpful. I used them to help plan my stay there last December. We didn't get any of our requests but we were happy we didn't (we got our second choices). We loved our room and location. It was only the second time I requested something.

While I think you are considered authoritative on the Poly, an opinion is an opinion. Everyone likes different things. I would never want to be in Samoa - I like quiet. While I like reading opinions, DH and I like to try things for ourselves. Some people love certain resorts that others hate and vice versa. It stinks that some people are being rude to the CMs, but please don't change your site because of a few bad apples.

 

[Sammie]

Sammie - I don't know that it's entirely fair to categorize these apparently angry guests as having the attitude of "it's all about me". Everyone, I'm sure, has different reasons for their reactions, and as annoyed as the front desk may be, everyone is entitled to an opinion - they are even entitled to be frustrated - just not to be offensive or obnoxious to CM's who have no role in the situation.

Like I said near the beginning of this thread, I think the people that research hotels, and who stay in the Polynesian often may be the ones that get most upset - and it is my opinion that this comes from the varying locations that are booked at the same rate. You may enjoy the parking side of the Polynesian, but others may think of it as a disappointment - and the fact is, that unless you pay for lagoon view, you have no control over what area of the resort you will be in. If people didn't perceive these differences, and desire one area over the other (based on their own experience or not), then this problem wouldn't exist - but it does.

In my opinion, picking up on what Steve said earlier, I actually do think it would be better for the Polynesian to further delineate their room rates - adding more categories. Maybe pool views and marina views should be more expensive, and that way those who truly want these locations can pay to ensure they will be staying where they truly wish to be. I think that if it was easier for guests to stay in the general area they desired (i.e. marina, pool area versus parking area) then these problems at the front desk may decrease. Just a thought. Hawaii costs more because of the services offered, but also because of it's prime location. People pay the price who want to be there, and they get the peace of mind of knowing that where they will end up is where they wish to be.

Worse than all of this complaining about requests, were the disappointments I witnessed in April of those who were bumped at check-in from Hawaii. They truly had the right to explode, and I didn't blame them one bit.

Well that is where we differ. No one in my opinion has a reason to "explode" over a change in a hotel room. To me that is a example of someone that has the attitude that it is all about them. Disney does not want to make anyone unhappy. It is not good business. Stuff happens. Yes it might be disappointing, but it is not life threatening, therefore to me no reason to have a come apart over it.

I don't think the CMs who contacted Steve were talking about guests who are not being offensive or obnoxious.

 

[mermaidlagoon]

Worse than all of this complaining about requests, were the disappointments I witnessed in April of those who were bumped at check-in from Hawaii. They truly had the right to explode, and I didn't blame them one bit.

I agree that these people may have a right to be upset, but the CM's are not the same as CRO and can only try to give you what their computer says is available at the time of your check-in. They don't make the original room assignments. It is really not fair to take your anger out on them in front of the children, yours and mine. It is not exactly what people expect to hear and see while they are waiting in line for their magical experience. The CM's try their best to please each and every guest. They are not out to ruin your vacation. There are some things that are truly out of their control.

If you have a complaint write to this address: Walt Disney World Guest Communications, P.O. Box 10040, Lake Buena Vista, FL 32830-1000 and give the CM the compliment and appreciation they deserve.

However, if they get enough complaints of this nature, they may stop requests altogether. If you acted like that at an airport, you wouldn't fly.

Gee, I don't know about you, but about 90% of the time I am in the room, the lights are out and I have my eyes closed. Most of the rest of the time we are getting ready to go somewhere else. So, pick your battles. Some may have more merit than others.

So check out the Tambu Lounge and have a Lapu Lapu!

Can't wait to be there. Can't you just taste it!

 

[alohaguy]

Sammie -
Actually, I don't think we differ at all...

My point is this... for those people who check-in to the Polynesian bringing only knowledge they've gleamed from this forum or others, and decide to berate the front desk CM's for not getting a building they probably have no actual experience with in the first place - then clearly their behavior is out of line. Do I think they deserve to be taken out back and disciplined? No, but it is unproductive and fruitless, and I would not choose that route of behavior.

For those who frequent the Polynesian often, and have come to desire certain locations, then I can understand some of their frustrations.

Let me make this clear, though, there is no reason to launch an attack at the CM's at check-in - If for no other reason than it doesn't get you anywhere. If a building is booked, it is booked, and that's it. No amount of ranting will get you a room that is occupied by someone else. So there's truly no point.

I think the bottom line is that in the summer months don't expect a building request to be honored. If you have to know where you're going to be, pay for a lagoon view room because they are more consistent (in my opinion). Or, if your budget allows, book Hawaii or Tonga - there will be no debate. Otherwise, when the Polynesian is at, or close to, 100% occupancy, you are entered into their 'lottery', and deal with what you're given.

For me, the room I book is more than just a place to sleep, it is a major part of my vacation. I have been to WDW enough times that I don't feel the need to be at the parks from dawn 'till dusk. I know others are the same way. The Polynesian itself is a very large part of my family's trips, and our room location actually is a fairly large issue in determining our satisfaction. That is not to say that you will have a bad trip in any Polynesian rooms, but when spending thousands of dollars on a vacation, I think it is actually fairly commonplace to expect that the trip is "all about me". When I go on vacation, it is precisely because I want to escape my everyday life and pamper myself and my family. While I know we are still on the planet earth and reality is what it is, expectations will always be higher for vacationers, and at Disney prices, they always will be that way.

 

[alohaguy]

By the way... how come no one seems to have an opinion about the bumping that takes place during the crowded months? To me, this is a BIG concern. I just find it interesting that more people aren't disturbed by this. Makes me nervous, but I guess maybe you have to witness it to make it actually seem as nerve-wracking as it is.

I'll always be wondering where I'll end up if I go in April again.

 

[lagunaseca]

A little bit of knowledge can be a bad thing for some people I suppose. Most here appreciate it but it seems others (and not those from just this site) come to expect everything they've read "might" happen to happen for them. Tikiman, it isn't your fault for just sharing your insight and opinions. Remember when Deb had to put a disclaimer on her site and the menu page for Whispering Canyon Cafe since some people were throwing fits over not getting the multiple straws, ketchup, giant drinks, and their dh's weren't called up sing, "I'm a little teacup." I'm sure all of that is fun but I don't choose to blow my top on vacation. On our last trip we stayed at the BWI and had a standard room reserved. When we checked in I very politely asked if there was anything other better than an entrance/parking lot view and she gave us a gorgeous garden view. Yes, I was happy but if she had said no go I would have said nothing since I didn't pay for a special view. I could offer her cookies and a manicure but if there is no room available there's no room! If someone gets a room they don't like I can see requesting a change. Maybe travel wears people down but I see as many adults having melt downs in WDW lately as kids.

 

[Sammie]

By the way... how come no one seems to have an opinion about the bumping that takes place during the crowded months? To me, this is a BIG concern. I just find it interesting that more people aren't disturbed by this. Makes me nervous, but I guess maybe you have to witness it to make it actually seem as nerve-wracking as it is.

I'll always be wondering where I'll end up if I go in April again.

As to bumping, I don't think it is an everyday, frequent occurance at Disney. I know in any travel industry it happens.

I guess my take is that while my vacation is important to me, it is no vacation if I get so upset about something out of my control. And (mermaidlagoon stated it very well), the person who is the on receiving of all that anger did not make the decision to bump the guest he or she is having to deal with. So I don't find coming apart at the Front Desk to be productive or necessary. Things happen, if I can't change them, I try to deal with them calmly. Yes Disney vacations are expensive, but so are all vacations. I don't find my Disney vacations anymore expensive than going somewhere else.

The person at the Front Desk is just the messenger. I see no reason to berate them and have a hissy fit over something they did not do.

As I stated in my earlier post, none of it is life threatening so I don't let it upset me. As long as they move me to another Disney resort comparable in price and amenties or upgrade me, I would be happy as could be.

I would simply see it as an unplanned new adventure. Life is too short to get upset over such. And as stated by Lagunaseca, seems lately there are way too many meltdowns by adults at Disney World acting worse than the kids.

 

[gepetto]

As I stated in my earlier post, none of it is life threatening so I don't let it upset me. As long as they move me to another Disney resort comparable in price and amenties or upgrade me, I would be happy as could be.

You're kidding, right? $400-$600/night is quite a lot of money to spend only to be told at check-in "sorry, we don't have a room for you". Plus the months of trip planning involved.


In any case, we've never gotten our building requests on our non-concierge stays. The rooms assigned were always fine. I do agree with having a different tier of pricing for the pool and marina views.

 

[tone.def]

You're kidding, right? $400-$600/night is quite a lot of money to spend only to be told at check-in "sorry, we don't have a room for you". Plus the months of trip planning involved.

Upgrade me to the Grand Floridian and I'd be happy!