Terrible stay at GF

[TammiMcMan]

We got back today from an 8 night stay at the GF. VERY disappointing.

Sorry to hear this. I know you were really looking forward to going and hoping that your stay was as enjoyable as the Poly.

I didn't know this was available until I saw other guests being driven to their rooms. You shouldn't have to ask at a resort like this.

The room was nice but too small. It was a dormer room in Conch Key. I inquired about a room change and was told they were all that size. I found out later that the CM that told me this was incorrect.

I know that we're not responsible for researching every little detail about the resort we're going to stay at and that CM's should be knowledgable, but with the availability of the DIS boards, it seems like we here know more than them sometimes.

The CM at the GF acted like it was a big inconvenience and finally agreed to have it taken care of but when we returned to the room the bags were thrown wadded up right inside the door. Kinda a sucky Tinkerbell surprise.

This type of service goes in the direction of above and beyond. Unfortunately, while it may have been no problem for the Poly to take care of this for you on a previous visit, the GF may not have had the staff available at the time you asked. If it had been explained that way and not to appear as though it was inconvenience, that probably would have been better than trying to please a customer, but not having the ability to carry through with it in a Tinkerbelle fashion.

We went to the spa and they lost our ressie. We finally got a treatment and it was nice but I think the spa is kinda far from the main area so I asked for a ride back. They obliged but again, I don't think you should have to ask...it should be offered.

The spa is independently owned. I've never seen a GF golf cart sitting there waiting to drive guests back and forth .

Reservations gave me the wrong date for the Alice Tea Party so when we arrived it was the wrong day.

It's no longer available Monday-Friday? Do you know which specific days it's offered on now? I know you had the Pirate cruise on Wednesday and the Tea Party on Friday. How did the Pirate cruise go?

 

[triplefigs]

I am sorry you had such a bad time at the GF. We are staying there in Nov/Dec for the first time. I appreciate the honest report- good or bad! Hope the rest of your trip was a blast!

 

[triplefigs]

I stayed at the GF in April for the first time ... I got a ride to my room from a very friendly CM and check-in was terrific. We, too were upgraded from Sugarloaf to the Main Building Concierge. I liked the hotel, but feel the Polynesian is my home.

I think that service can be very inconsistent, and I happened to get lucky. I also think the occupancy rates play a huge role in this. When the hotel is near or at 100%, service hits the skids. It is no excuse, however ... other hotels pull off excellent service regardless. Disney, in my opinion, is vastly understaffed, and offers as little service as they can for as much money as they can. I have had service issues many times at the Polynesian, but generally, only during the peak seasons. Service tends to be much better, in my opinion, when I go in December. But I wish it was consistent year-round.

We're staying SL in Dec. That would be one great upgrade!

 

[triplefigs]

We just returned from the GF. It has always been my favorite resort. This time however we were disappointed. Our biggest problem was with mousekeeping. I've never had a problem with them before and this time they were terrible. We complained several times. Each time they would send an experienced mousekeeper for the next two days and everything would be great, then the regular mousekeeping would resume and we'd be right back where we were before. I'm sorry to say that I don't think my DH will ever want to stay there again. He used to be their biggest fan. We did not let anything spoil our vacation and still had wonderful time. Its just sad that it seems their staff isn't what it used to be.

Been waiting to see how your trip was. Can you PM me a report on the GF if you don't want to post it? Thanks!~

 

[ducklite]

As for the "new staff" theory... I was once told that only experienced CMs can work at the GF... I guess criteria number one is a snotty attitude!

At least one rating service downgraded the GF a few years ago.. I didn't think the rating went low enough. It's a beautiful hotel.

Actually we've seen a lot of CP's and new "Earning My Ears" CM's there.

Anne

 

[triplefigs]

The SL concierge manager called me up and told me off.... she did later call back and apologize saying that I was right and that she hadn't actually checked her computer before yelling at me. She sent us a Beauty and the Beast picture... this did not make anything better.

Laura,

What did the SL concierge manager tell you off over? I would be appalled if they did that to us during our trip! Sorry you had such a bad time for your honeymoon, no less!

 

[CarolA]

This type of service goes in the direction of above and beyond. Unfortunately, while it may have been no problem for the Poly to take care of this for you on a previous visit, the GF may not have had the staff available at the time you asked. If it had been explained that way and not to appear as though it was inconvenience, that probably would have been better than trying to please a customer, but not having the ability to carry through with it in a Tinkerbelle fashion.

So OP is wrong to expect "above and beyond" at the FLAGSHIP resort that costs considerably more then any other Disney resort???? Above and BEYOND should be the standard here not the exception... that is the point of a world class resort.... Once again, you pay top dollar you are entitled to TOP DOLLAR service! Any request should be considered and treated as resonable if at all possible. Sorry, this just doesn't cut it!

 

[kelscross]

I appreciate the feedback guys...But I have the same attitude as CarolA. Service should not be lacking anywhere but I expected more at the GF. It is dubbed the "Flagship" resort for a reason. I expected outstanding service. They do have a cart at the spa for the visitors you just have to ask for it and again at a resort of that magnitude you should not have to ask for it.

I don't think asking them to set up the gifts was above and beyond. I didn't expect a giant set up. The Poly didn't go all out they did more than wad up the items and throw them inside the door though.

Maybe it was the amount of visitors...still isn't an excuse though.

I've stayed at four and five star resorts before and they practically threw roses at your feet (exaggerated of course but you know what I mean) and I expected the same thing at the GF.

 

[DisneyFans4]

Sorry to hear about your bad experience but I know the feeling. Our last visit to the Poly was like yours and I did write Disney and someone from the main office did call me to discuss it so you should definitely do it.
Don't let the one bad experience ruin it for you because I didn't. Of course I'll never stay at the Poly again but our last trip was absolutely wonderful and we're looking forward to our upcoming trip in a few weeks.
Things like this do happen and you can get really disgusted because you wait so long for this trip and then something goes wrong.
I have also read from many posts that June/July is very crowded. It's why I prefer August. It's alot more hot and humid but I can make the adjustment. Right here now in NJ it's so sticky and humid outside and in the 90's that it feels like I'M in Florida.

 

[ryanpatricksmom]

I, too, will never stay at the GF again. We stayed a few years ago on Memorial Day weekend, and found it to be a very poor value. I found the rooms to be on par with a decent Marriott, but priced comparably to a Ritz-Carlton. IMO, there wasn't a single "Wow factor" that would have encouraged me to return. By contrast, I would stay at the Portofino or the Hard Rock Hotel at Universal again in a heartbeat, even if I were paying GF prices...and fortunately, the Loew's hotels are actually about $150 per night cheaper.

 

[undertheradar]

Expectations are way too high! Just because you are at the "flagship" resort does not entitle you to "above and beyond" services. People post on these boards everyday about both highpoints and lowpoints relating to WDW. Many resorts will not deliver "extra" items to the room due to complaints of breakage or missing items,(obviously up to each individual CM). If the resort staff refuses, are they "out of line?" Expectations are well above standard resort practices. Yes, there are carts available for transport around the resort. If you have to wait is the resort treating you badly? You are there when the parks are at or near capacity, asking for anything more than your room being cleaned and ready each day is a "request." Too many people associate price paid with priviledge. Yes, the GF is expensive! WDW offers other resorts that are less expensive that are not as close to the MK. You are paying for resort themeing(?) and location. The surrey rides, towel animals, etc. are random. If you need assistance with luggage or a ride to the spa, you pick up the phone and request it. When you check-in, request a ride to your room. The CMs have no idea you are expecting something if you don't request it! Again, so much information is exchanged on the boards that everyone arrives with very high expectations. If there is something special you require, arrange for it and be sure to tip the person that assisted you. When is the last time you tipped a front desk CM for an upgraded room or for helping you track down a missing item? Most CMs glad to be thanked for going "above and beyond."

 

[CarolA]

Expectations are way too high! Just because you are at the "flagship" resort does not entitle you to "above and beyond" services. People post on these boards everyday about both highpoints and lowpoints relating to WDW. Many resorts will not deliver "extra" items to the room due to complaints of breakage or missing items,(obviously up to each individual CM). If the resort staff refuses, are they "out of line?" Expectations are well above standard resort practices. Yes, there are carts available for transport around the resort. If you have to wait is the resort treating you badly? You are there when the parks are at or near capacity, asking for anything more than your room being cleaned and ready each day is a "request." Too many people associate price paid with priviledge. Yes, the GF is expensive! WDW offers other resorts that are less expensive that are not as close to the MK. You are paying for resort themeing(?) and location. The surrey rides, towel animals, etc. are random. If you need assistance with luggage or a ride to the spa, you pick up the phone and request it. When you check-in, request a ride to your room. The CMs have no idea you are expecting something if you don't request it! Again, so much information is exchanged on the boards that everyone arrives with very high expectations. If there is something special you require, arrange for it and be sure to tip the person that assisted you. When is the last time you tipped a front desk CM for an upgraded room or for helping you track down a missing item? Most CMs glad to be thanked for going "above and beyond."

I would agree with you at most Disney resorts. However, Disney adverstises and markets this resort as world class resort on a par with other "above and beyond" resorts. If Disney wants to market and charge like the Ritz then... they need to measure up!!!! If not, then they need to build the expectations closer to those of the other resorts.

I just did a check for random days. This hotel goes for $50 a night more then the Poly and up to $100 a night more then the WL. Both of those are also deluxe resorts. For the additional fee, I would assume I am getting better service... when in truth it appears that if they are busy I am getting worse service.

 

[DisneyMomx7]

I don't think I'm asking too much that the room be cleaned satisfactorily each day. I also tip mousekeeping and am not overly demanding but it didn't even look like the rooms had been vaccumed while we were gone. We did request early cleaning because we would come back in the afternoon for the kids to rest. At least half the days the room wasn't even started until between 3 and 4.

 

[Goofy4WDW1964]

So OP is wrong to expect "above and beyond" at the FLAGSHIP resort that costs considerably more then any other Disney resort???? Above and BEYOND should be the standard here not the exception... that is the point of a world class resort.... Once again, you pay top dollar you are entitled to TOP DOLLAR service! Any request should be considered and treated as resonable if at all possible. Sorry, this just doesn't cut it!

There is no excuse for service to be below fantastic at this resort, ever. That resort should be staffed for capacity at all times. And I think it is appalling that buses are shared with any other resort for any destination in WDW. No wonder we've never stay here.

 

[DisneyFans4]

I agree. The GF is the most expensive Disney resort and they should be providing excellent service. It's what you are paying for.
Did you stay concierge?

 

[minniesota]

kelscross - So sorry you had such a bad experience. I can only imagine how disappointed you must feel.

I have stayed at the GF 8 times (most recently in Oct.,Dec., Feb. and May) and am visiting again in Oct. I have always had a fabulous stay and have gotten first class service every time. As a result, I always sing the resort's praises on the boards!

It always surprises me to read a bad review of the GF - not because I don't beleive it - but because I have had so many outstanding stays there. And I am very picky! Maybe I have just had really good luck. I hope it continues. A big part of my visits to WDW is the resort so it had better be top-notch. I can honestly say the GF has never disappointed. I'll let you know how my Oct. stay compares.

 

[sotoalf]

Expectations are way too high! Just because you are at the "flagship" resort does not entitle you to "above and beyond" services. People post on these boards everyday about both highpoints and lowpoints relating to WDW. Many resorts will not deliver "extra" items to the room due to complaints of breakage or missing items,(obviously up to each individual CM). If the resort staff refuses, are they "out of line?" Expectations are well above standard resort practices. Yes, there are carts available for transport around the resort. If you have to wait is the resort treating you badly? You are there when the parks are at or near capacity, asking for anything more than your room being cleaned and ready each day is a "request." Too many people associate price paid with priviledge. Yes, the GF is expensive! WDW offers other resorts that are less expensive that are not as close to the MK. You are paying for resort themeing(?) and location. The surrey rides, towel animals, etc. are random. If you need assistance with luggage or a ride to the spa, you pick up the phone and request it. When you check-in, request a ride to your room. The CMs have no idea you are expecting something if you don't request it! Again, so much information is exchanged on the boards that everyone arrives with very high expectations. If there is something special you require, arrange for it and be sure to tip the person that assisted you. When is the last time you tipped a front desk CM for an upgraded room or for helping you track down a missing item? Most CMs glad to be thanked for going "above and beyond."

I'm sorry, but with all due respect, you're wrong. If the GF wasn't considered the "flagship" resort, then the hotel could maybe get away with less than outstanding customer service, poor housekeeping, and dirty public areas.

I'm not surprised that those of you making excuses for this hotel have not mentioned the overflowing garbage cans at the 1900 Park Fare restaurant. This is unacceptable in a flagship hotel!

Even if the resort was at 100% capacity the GF in theory should have a higher ratio of staff to guests than any other Disney resort.

 

[MUFFYCAT]

We stayed at GF concierge last year and weren't happy either. The CM wouldn't give the time of day. Everyone there acted so snobby & unfriendly. I couldn't wait to leave. We then switched to the Polynesian with the "normal
folks" and helpful CM

 

[DisneyFans4]

I had heard the same thing about the GF that the staff are very snobby and keep their noses up in the air if you know what I mean.

 

[scoutsmom99]

Last year we hopped over to GF from MK to get something to eat, afterwards we decided to go to DD. We waited over 1 1/2 hours for the bus, (it was us and about 6 people from GF) and then it was a MGM bus that took us. (Since no one was on that bus)

If I had paid $300-$400 a night to stay there I would have been !@#$!

Mom and I had an experience like that too! Although we weren't staying there I couldn't believe how many stops and how long it took us to get to DTD after we were finished having lunch there. I would have been very angry if I was staying there and had to endure a wait like that. ( I realize it was only one bus there, but it did leave a lasting impression...not to mention we had the same thing with a bus from WL a few days later (waited 25 min for a DTD bus then off to GF then to TTC then finally to DTD)).