Request issue at the Polynesian (or any resort)

[alohaguy]

Sammie - I'm not in any way advocating that people should have "meltdowns" (as you say) at the front desk. I'm simply saying that for those who have experience with the Polynesian, I can understand some of the factors that lead to disappointment when room assignments are not where you'd like them to be. It's up to the individual to behave how they see fit after that.

I wonder if more people agree with gepetto and I about including more tiers for room selection. I think this would take care of some of the problems.

And I don't find Disney trips to be more expensive than travel to other destinations, I just find less service for the price, but I have become accustomed to that. I find myself repeatedly returning to WDW in spite of the service I receive, instead of because of it. Just my opinion. Nonetheless, at the rack rates they charge, I would be extremely upset to show up and be bumped at check-in. I know this is not an everyday occurance, but that's really no excuse, in my book. When my brother-in-law got bumped from a WLV, he calmly told them that if that was the case, his entire trip would be comped and they would take a suite at another hotel. Within two hours, a villa miraculously opened-up for them - you can only assume that someone else was bumped who hadn't checked in yet. But he didn't explode on anyone, just demanded what he thought was fair.

 

[Sammie]

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.

No I am not kidding at all. I have recently had several close friends die unexpectedly at a very young age. It has given me a new perspective on what is really important.

Regardless of the cost of the room, I would never pitch a fit over being moved to something comparable. I would not accept something less than I had paid for but another resort on the same level would not be something I would get upset over.

I would gladly move to the Grand Floridian.

 

[Sammie]

Sammie - I'm not in any way advocating that people should have "meltdowns" (as you say) at the front desk. I'm simply saying that for those who have experience with the Polynesian, I can understand some of the factors that lead to disappointment when room assignments are not where you'd like them to be. It's up to the individual to behave how they see fit after that.

I wonder if more people agree with gepetto and I about including more tiers for room selection. I think this would take care of some of the problems.

And I don't find Disney trips to be more expensive than travel to other destinations, I just find less service for the price, but I have become accustomed to that. I find myself repeatedly returning to WDW in spite of the service I receive, instead of because of it. Just my opinion. Nonetheless, at the rack rates they charge, I would be extremely upset to show up and be bumped at check-in. I know this is not an everyday occurance, but that's really no excuse, in my book. When my brother-in-law got bumped from a WLV, he calmly told them that if that was the case, his entire trip would be comped and they would take a suite at another hotel. Within two hours, a villa miraculously opened-up for them - you can only assume that someone else was bumped who hadn't checked in yet. But he didn't explode on anyone, just demanded what he thought was fair.

You stated in an earlier post
Quote: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.

Melt down, pitching a fit, "right to explode" are all to me unacceptable behavior. I do understand your comments about the room teirs at the Polynesian and at one time they had Lagoon, Garden, and Standard aka Parking Lot. They have since removed Parking Lot from all the resort listings. Maybe they should have left it, I don't know.

 

[alohaguy]

My point was that I understand the frustration guests would feel if they check-in and are told there is no room for them at the hotel they booked. To me this would be an issue I would expect compensation for ... that's my opinion. "Right to explode", etc. ... however I worded it, all I meant was I understand their anger. Everyone reacts differently. People get angry in all sorts of situations that others might not - that's also a fact of life, just as is not getting a request granted.

Also, no one has mentioned the fact that the original buildings at the Polynesian do not have balconies on their second floor. I think this is another area that potentially leads to disappointed guests. While I'm sure some prefer these non-balcony rooms for their own reasons, I would bet that just as many, if not more, feel somewhat slighted when their neighbors above and below have more space for themselves. To me, this is another reason for more tiers (though I know they won't do it.) If there was a way to pay for a room with a balcony or patio, then if one wasn't available, you'd know it before you checked-in, and there would be no disappointment.

For instance - someone paying garden rate can get either a 450 sq. ft. room in Tokelau with a balcony and a partial lagoon view, or a 400 sq. ft. room in Raratonga with no balcony and a parking view. In my opinion, they shouldn't be at the same rate. And even in Hawaii this balcony issue arises. In a perfect world I'd have wished that during these room re-habs, they would have wrapped balconies around the second floors of all the old buildings. I understand they were built without them in an effort to be authentic to Polynesian architecture, but in terms of hotel rooms I think it was a poor move, and that's why on the newer ones there are balconies on all rooms.

Maybe the problems at the front desk ARE because internet users are taking information from this and other sights too much to heart ... or, maybe the rate system at the Polynesian is somewhat to blame. Don't know. But I'd like to see it changed - though I don't expect it to ever happen.

 

[gepetto]

Melt down, pitching a fit, "right to explode" are all to me unacceptable behavior.

However, if I were taking a once in a lifetime trip and my big dream was to stay at Polynesian concierge, I would be having a very long discussion with a manager. I don't think it's fair to take it out on the front desk staff. They didn't cause the problem, nor can they solve it.

A lot of parents of young children prefer the rooms without a balcony or patio.

We've gotten one of the Raratonga "parking lot view" rooms in the past and really enjoyed it. We really couldn't see much of the parking lot through all of the foliage, just the monorail. It was also very convenient to the GCH.

 

[jimmalru80]

Steve;
Six previous trips to the Polynesian (Samoa, Tokelau (2), Aotearoa (2), and Rapa Nui). NEVER requested a room and ALWAYS had a tremendous time. Everything is soooo close, and walking around the grounds was always a pleasure. As the kids got older, they wanted to re-orient to the Epcot resort area, thus our recent stays at the BC. We will return to our "true home", the Polynesian, in the near future.

 

[Sammie]

However, if I were taking a once in a lifetime trip and my big dream was to stay at Polynesian concierge, I would be having a very long discussion with a manager. I don't think it's fair to take it out on the front desk staff. They didn't cause the problem, nor can they solve it.

A lot of parents of young children prefer the rooms without a balcony or patio.

We've gotten one of the Raratonga "parking lot view" rooms in the past and really enjoyed it. We really couldn't see much of the parking lot through all of the foliage, just the monorail. It was also very convenient to the GCH.

This we agree on. I like Raratonga, especially in the middle of a Florida thunderstorm and I need to get to the GCH or valet parking.

 

[Rozzie]

No I am not kidding at all. I have recently had several close friends die unexpectedly at a very young age. It has given me a new perspective on what is really important.

Thanks Sammie for saying this. I get so frustrated on the DIS sometimes when people have meltdowns over the most insignificant stuff. I think people who want to have meltdowns over room assignments should come to work with me and be around people fighting for their life...

Steve, thanks for your website. Even though we won't be at Poly except for special occassions since we now are in DVC, I will always come and visit your site when I need some "Tikitime". I can smell the lobby now.

 

[Bride In The Attic]

I do agree with having a different tier of pricing for the pool and marina views.

If I remember right there did used to be 3 different categories/pricing for rooms at the Poly...Lagoon View, Water View and Garden View..water view was a view of the pools and was priced in between lagoon and garden views.

In my many, many times at the Poly we've never had a bad view and I am just so thankful to be there I can't even imagine getting angry about ANY room location on that property!

 

[imatoad]

I've worked in customer service my entire adult life, and the number one rule as a guest is, you can catch more flies with honey than vinegar. Anyone working on the "other" side of the counter is going to be much more likely to help if you present your problem in a courteous manner. You are on vacation, and you've shelled out a bunch of money, that doesn't give you the privilege of being rude and confrontational. Yes, there are those times when you might have to take it to the next level, believe me, I've been there (just try cancelling you AOL service). Remember, these are CM's, not magicians that can wave the magic wand and make it all better.

 

[alohaguy]

I don't think anyone posting on this thread, including me, has in anyway suggested that people should launch needless attacks at the CM's upon check-in. My only points have been towards understanding why guests are frustrated in the first place, and I believe some of it is due to the Polynesian's rate system.

And Gepetto, your point about people with young children prefering not to have a balcony or patio is very valid ... but wouldn't it be nice to be able to gaurantee you get that type of room? Just as I would love to be able to even pay a bit more to gaurantee that I do get a balcony or patio. Just my opinion.

 

[lovesdumbo]

Also, no one has mentioned the fact that the original buildings at the Polynesian do not have balconies on their second floor. I think this is another area that potentially leads to disappointed guests. While I'm sure some prefer these non-balcony rooms for their own reasons, I would bet that just as many, if not more, feel somewhat slighted when their neighbors above and below have more space for themselves.

I've only stayed Concierge at the Poly so I've never requested a specific longhouse but I would think that some folks would be better off requesting "prefer 3rd floor...." to requesting a specific building. I would think they'd stand a better chance of getting what they want if the balcony was important to them. I did actually request (and got) 2nd floor in the HI building for 2 of my stays with small children. I didn't want them to be able to walk out of the room on the patio (and prefer more privacy) and didn't feel comfortable with them on the balcony and wanted to be conveniently located on the same floor as the lounge. On our last trip I did request and was happy to receive 3rd floor but would have been satisfied with 2nd floor and would have probably loved 1st floor but happy that I didn't get it to find out.

I also agree that it is one thing to not have your request for a specific longhouse met and another thing to have paid for say concierge and then show up and be bumped. That would upset me, certainly not as much as loosing a friend, but it would be upsetting. When traveling with a cranky DH who doesn't travel well and 3 small children it can be a bit harder to view it as an opportunity to discover something new. I don't believe I would be exploding on the CM delivering the message but would want to discuss it with the manager if I didn't believe they were offering me something simular.

 

[alohaguy]

I would think that some folks would be better off requesting "prefer 3rd floor...." to requesting a specific building. I would think they'd stand a better chance of getting what they want if the balcony was important to them. .

This is very true. It is always more likely to have your request honored if it is more broad. I think, however, in the summer months and other very peak times, any request at all has a good chance of not being granted ... just too many people to give everyone their first choice.

 

[jlowejd5]

I've never been to the Poly, but will be there in 229 days (not that I'm counting). I had pretty much decided that that was where we were going to spend the front end of the Land/Sea, but when I see stuff like Tikiman's site (awesome, and thank you) it just cements it in my head.

That said, I think the only thing that would bug me is if they bumped me to a different resort entirely. I have no basis to know what's a "good" or "not as good" longhouse, so I'll hush.

I mean, heck, when we stayed at the BC a couple of years ago, we scampered up to our room, excited as monkeys, threw open the blinds and were greeted with a spectacular view of...

the construction of the BCV.

But ya know what? A couple of the construction guys saw us, and waved with a big smile on their face. So every morning, we'd get ready, open up, and holler "mornin!" at our new friends. It's Disney, folks. I'd have stayed in a sleeping bag in the the half-finished BCVs if they'd asked me to.

 

[disneyw/kids]

We were in the Rapa Nui building facing the parking lot on our first Poly stay, and I had no idea about the different buildings and such and we checked in very late so we took what we got, I did not even look at the map to see about requesting a different longhouse.
I was disappointed at first how far it was from the pool, but it was very close to the car which DH liked, and such a short walk to the TTC which made our evening trips to Epcot nice with our DD.
The funny thing is if we had not of booked Lagoon view this time (Dec trip) then my husband said he would like to stay in Rapa Nui again.
We loved the Poly and we made the best of our trip and we never thought twice about our view (except that we wished we had booked lagoon view, but we booked garden since it was a short weekend).

We also stayed at the GF and I had requested a building and when we got there we were assigned the building that according to the majority on the DIS the "worst" building (if there is such at the GF). I was a little disappointed but did not even ask to move to another building when we checked in. When we go to the room we had an awesome view of the Monorial and the lake and there were ducks in the lake which DD loved. We fell in love with this location and we requested it on our 2nd visit to GF. On our 2nd visit we got this building but had a view of the marina/boat dock which I wished we had the monorail again. But we loved the side we were on after our visit.

I guess my point like others have said is that we just are so excited to stay at Disney and especially on the monorail I would never think of complaining about my room unless something was actually wrong with the room.

 

[Tikiman]

but wouldn't it be nice to be able to gaurantee you get that type of room? Just as I would love to be able to even pay a bit more to gaurantee that I do get a balcony or patio. Just my opinion.

You know my initial thought was that I would hate to see a bunch of categories or room view because it would just complicate things but the more I think about it I have to agree that it would be nice to pay for exactly what you want. I think when we stayed in Maui once there were about 7 levels of room and view and we knew we were paying for a larger room and a great view. We also knew exactly what building we were going to be in so we knew we would be close to the parking and the beach.

I guess they could charge for a room with either a balcony and a patio and a reduced price would be for a room with no balcony which some people might want and they could save the money. Also for those who would not mind a parking lot view than they could book that room and save on the cost of a garden. I could also see there being a cost reduction in a garden view room that only looks at garden areas and it not looking at a pool or a partial lagoon.

I know when I book a lagoon view room I only have a certain amount of locations to be placed and my view might vary slightly but I will always be looking towards the lagoon (remember it is not called a castle view). I can see it would ease the worry of some and save them some money if these other view categories were created.

 

[alohaguy]

Tikiman,

I completely agree ... and I actually think this might help reduce 'episodes' at the front-desk, because people will arrive already knowing what they're getting. I would enjoy that peace of mind. I think that there should at least be a price difference between non-balcony and balcony or patio rooms, both standard and concierge ... I have never seen a hotel outside of disney that would not differentiate between the two. And I wouldn't mind paying a slightly higher cost to know well ahead of time that I was getting exactly what I wanted.

But, like you said earlier, you know they wouldn't lower the rates for the non-balcony rooms, they would just raise everything else. Even still, I'd be in favor of it.

 

[Disneyjosh229]

What about an Online Room Selection, like Airline Seat Selection? 90 days in advanced, you can log on, see the avaliable rooms in your "reserved catagory" and choose the room you want? That way, everyone would know what to expect when they check in, and can't blame it on the CM.

 

[Tikiman]

Does Beach Club treat their rooms with balconies and w/o balconies any different? Just curious if anyone knows. That was one of the reasons we tried the YC instead of the BC was because all the YC rooms had balconies.

This is how the Sheraton Maui does their rooms

Room Category Rate
Garden View $360
Mountain View $385
Partial Ocean View* $455
Ocean View $530
Ocean Front $590
Deluxe Ocean $600
Deluxe Ocean Front $640

You can even select by map your location and see the rate.


http://www.sheraton-maui.com/acc.htm

 

[alohaguy]

What about an Online Room Selection, like Airline Seat Selection? .

My wife has frequently suggested the same thing to me ... just like cruise lines where you can pick the exact cabin you will be in online. Maybe this would only work if deposits were non-refundable. I think it would be worth looking into though.

Maybe they will start to address this issue since they are having so many problems with angry check-ins. I wouldn't hold my breath, though.