Terrible stay at GF

[DarlingWendy]

I am interested. What would/are your expectations beyound a clean room, polite service and clean resort areas be?

Honestly, the things I get at 4 and 5 star hotels. If I'm going to pay more for the GF than the Polynesian, I want to see a difference and what I'm getting for my money.

We stayed in a hotel in midtown manhattan last weekend and paid $390 a night. There was never a wait for anything. The staff was completely professional and the rooms was immaculate. We had free continental breakfast, a paper delivered to our room, and the concierge service (which serves the whole hotel and not just some exclusive rooms) took care of everything for us and there are in room movies. Everything was sparkly clean all the time. We've stayed there 4 times and it's always like that.

As I said, I drop my standards a bit for WDW because I figure I'm paying to stay near the magic (and I love that.) But I just have to agree that the level of service is uneven at the WDW resorts. Some times it's what it should be and some times it's not.

 

[DarlingWendy]

I won't spend $600.00 per night on a room! A room is a place to sleep and clean up.

But that's the point. If a person has paid that much, you have to understand their complaints if things aren't really wonderful.

 

[undertheradar]

Sorry, it isn't the closest. The Contemporary is. It isn't even the best themed. It is a beautiful resort, but other WDW resorts are better themed. It doesn't have any transportation available there that isn't available at The Contemporary or the Poly. So, why is it more expensive? Even the rooms at the Contemporary are bigger. You can get a room at Old Key West that is twice the size for less. So what is it that drives up the cost?

And sorry, I don't care if it is pouring out, any hotel that handles my luggage better deliver it dry. And I don't mean 50 percent of the time. I don't care if it is the Super8. And if it is wet, they better stick around and take care of it with out me even having to ask. That is just common hotel service you'll get anywhere. I'm surprised you wouldn't even expect this 100% of the time from a WDW resort.

When I checked out of the Sheraton Studio City last month after a weeks stay, I was asked how everything was. Nothing out of the ordinary. It is standard hotel practice. Everything was fantastic. The staff there was perfect. Incredible since they are pulling from the same shallow hiring pool available to WDW. I let her know that the staff was fantastic, our stay was very nice. I let her know that she may want to have someone take a look at the bathroom sink because it drained a little slow. She didn't even blink. She apologized and took $15.00 off the bill. I didn't ask. But, you know what? I remembered it. But then again, I suppose I would remember my luggage showing up in my room soaking wet too.

Honest, I didn't say it was the closest! I said that it was pictured as the closest!

If I could not personally get my luggage to my room completely dry in a downpour, how could I expect it of someone else? Wet things dry.

Your stay at the Sheraton is an example of someone paying attention to details! I hope that you sent positive feedback to corporate relaying the details of your experience.

 

[MissK]

I won't spend $600.00 per night on a room! A room is a place to sleep and clean up.

Yes, lots of people feel that way but others don't. I'm of the mind that if I'm on a VACATION I'd like to feel like it...and that means a nice room, room service etc etc.

I'm pretty new to these boards so I expect my post to be taken with a grain of salt (especially as I've NEVER stayed at WDW and have only been there once in my life) but I've stayed in enough hotels (upscale and not) to know that certain things just are not acceptable regardless of whether or not you're paying $89 a night or $800. Soaked luggage, overflowing bathrooms...no. Not acceptable. I can't speak about the "tinkerbell" service but I know I most definitely would be complaining if my luggage arrived SOAKED because it was sitting out in the rain for an hour.

 

[undertheradar]

But that's the point. If a person has paid that much, you have to understand their complaints if things aren't really wonderful.

What would be required to be suitable if you pay $600.00 per night?

 

[kay**blue]

Clean and courteous is not too much for any guest to expect at any respectable hotel.

I'm sorry you had such a poor experience. I hope it did not keep you from enjoying the rest of Disney.

 

[Bracho]

We have stayed at the Grand several times and have taken it "off" our our list of favorite resorts. Our first trip was the best, service, CM's, the grounds.. just wonderful. 2 years later we stayed there and it wasn't as good as the first trip and the 3rd time was so bad I went and complained but like most times, it went in one ear and out the other. The 4th time we had guests with us and they wanted to stay at the Grand so we went back, this time we stayed on the concierge floor in the main building.

The concierge one morning was looking down her nose at me when I asked a questions and I looked at her and asked if she had alot of money.. she told me no, she had to work for a living just like everyone else.. I looked at her and said that she was acting so rude it appeared she didn't need the money or didn't care. She turned red in the face and started falling over her words saying how sorry she was and after that, she and I got along great and it turned out to be a nice trip.. not a GREAT trip but a nice one and my guest weren't impressed with the place either.. they too said that for the money they were paying, the service should have been a little nicer.... I couldn't believe that they really thought they should get "abover and beyond" service at a flagship resort and paying top dollor... some people...right????

When someone writes a bad review on these boards, it's a bad review, not bashing. Taking a review on these boards that personal means you need to get out more, see the sights, plan a trip, go to DisneyWorld. Just because you haven't experienced the problems someone else has doesn't void the review and it doesn't make any OP untruthful or a basher..

I understand and am sorry you had a below par vacation at the Grand and it is hard to except that kinda service from a resort that is a "flagship". But I will say you shouldn't give up on the place just because of one bad trip. You may find it was just that trip and the next time will be the best you have ever had.

Thanks for the review.

 

[DarlingWendy]

What would be required to be suitable if you pay $600.00 per night?

Well, I answered this a few posts ago, but again, I expect it to be really, really clean. I expect to have enough staff that my needs are met pretty quickly. I expect things to be in the room that aren't in other lesser rooms. In other nonWDW hotels I expect a concierge desk. I expect a real "Wow" factor for that much money.

Last time I was at the GF (last may), the restrooms were at times a bit dirty, we got our paper delivered only 5 out or 7 days, and turn down service only twice. But we had a great time anyway because I love WDW. I'm not saying these things to complain, because I happily spend the money to be near the castle. But I just have to agree that WDW resorts have some room for improvement.

 

[GF Girl]

So sorry to hear of your disappointment with the GF.
I had just returned last week after a 10 day stay there. We had a great experience. I stay there every year & I have never experienced anything negative. So surprised to hear a bad review.
I hope your time in the parks made up for it. I thought the parks were very dirty this year. But I hear that they are very short staffed this year for some reason

 

[katallo]

OP did not prebook return trip via ME, choosing to wait and see how arrival went. How is that the CMs fault?

Expecting that main building bathrooms be clean: Realistic!

Expecting Dry luggage in a downpour: 50/50!

Expecting pools to be better monitored: Realistic!

Expecting CMs to be thrilled at special request(Tinkerbelle Treatment): Unrealistic!

Expecting that every CM should be happy to serve them: 50/50!

In relation to the Tinkerbelle Treatment, couldn't the OP have returned to the room to perform this task herself, illiminating the chance for error? OP could have met her family on the dock and then cruised to the MK.

Yes, WDW has become less and less sparkling. The only way for it to be corrected is to notify them when you see it. If I were dining at 1900 Park Faire, I would have notified the hostess how filthy the restroom area was.

Due to boards like these, many expectations are too high. If someone reads that a room received balloons and towel animals, they feel "cheated" or less respected if they don't receive the same. During my last stay at DL I was upgraded to a suite, does that mean that I am entitled to one every time? It was a little bit of what many of us call "Disney Magic." Am I happy that my kids were able to experience it: Yes! Do I expect it and demand it: NO!

I expect clean bedding, a clean bathroom and a safe place to stay. That is what I pay for!

I agree that all of the problems should have been reported as soon as possible. However, the GF, and other Disney hotels, should provide more than clean bedding, bathroom and safety. I also agree with other posters. We have arrived at airports many times in downpours and our luggage was never soaked.

 

[ducklite]

I won't spend $600.00 per night on a room! A room is a place to sleep and clean up.

Your opinion. We spend a lot of time in our room relaxing, and demand more than a clean comfortable room. We are also more than happy to pay for the extra service and amenities.

Anne

 

[undertheradar]

Well, I answered this a few posts ago, but again, I expect it to be really, really clean. I expect to have enough staff that my needs are met pretty quickly. I expect things to be in the room that aren't in other lesser rooms. In other nonWDW hotels I expect a concierge desk. I expect a real "Wow" factor for that much money.

Last time I was at the GF (last may), the restrooms were at times a bit dirty, we got our paper delivered only 5 out or 7 days, and turn down service only twice. But we had a great time anyway because I love WDW. I'm not saying these things to complain, because I happily spend the money to be near the castle. But I just have to agree that WDW resorts have some room for improvement.

Thank you for the details. To expect clean public areas is not unreasonable. To me personally, there is nothing special about staying on the monorail. For others it is a requirement. I spend less money per night and use the savings for other things. Each and every guest has a different set of priorities.

 

[Harmony]

Anne, that's the thing, what if you do pay for the extra service and amenities and then don't get it? Personally, I don't mind paying for extras and plan to do a deluxe on our next trip but I will definitely be disappointed if it's nothing 'special.' KWIM?

 

[DarlingWendy]

Thank you for the details. To expect clean public areas is not unreasonable. To me personally, there is nothing special about staying on the monorail. For others it is a requirement. I spend less money per night and use the savings for other things. Each and every guest has a different set of priorities.

Well I think we are talking about 2 different things then. Some of us are talking about the person who has chosen to spend extra money for an extra special experience. You are right they are different priorities, so you can't say that the person that has spent alot of money has too high expectations. We just want to get what we pay for.

Generally, I think it's worth the money. But if the GF was in South Beach or San Francisco or midtown manhattan, I'd never stay there and if I did, I'd complain about stuff.

 

[ducklite]

Anne, that's the thing, what if you do pay for the extra service and amenities and then don't get it? Personally, I don't mind paying for extras and plan to do a deluxe on our next trip but I will definitely be disappointed if it's nothing 'special.' KWIM?

I've had problems with several WDW resorts in the past not delivering the service and or amenity level that's expected. Now don't get me wrong. I don't have overly high expectations. I expect my room to be clean and comfortable, and stocked with clean towels and toiletries without asking. I expect public areas to be reasonably clean (overflowing trash cans have no excuse!). I expect that turndown service will be performed without having to ask, except under extreme circumstances such as a hurricane (we didn't have turndown last year at the WL CL after Hurricane Frances, and I completely understood!) I expect that I will be greeted pleasantly by all cast I encounter, even if it's just a polite head nod or smile.

If my morning paper doesn't come, well, what can you do? I wouldn't complain. If room service takes 40 minutes rather than the promised 30, it's not going to get my panties in a wad. If there are no robes in my room when I arrive, as long as when I call they are brought in a reasonable amount of time, no worries. (This was about my only complaint with the CR CL in January--there were no robes in our room when we arrived, and it took two phone calls and about three hours before they were delivered--that's something that shouldn't happen for something that should be in the room to begin with. We didnt' check in until about 6:00pm--BTambi called me around 4:00 and asked how I liked my room and I laughed and told her I was looking at it from my house, we hadn't left yet LOL!) The problem is when you get a lot of little things that all add up to a bad stay.

You start with 100 points, and lets say you have to take off 15 for a lot of little things, or fifteen for one bigger problem, it's still only a "B" and it should be an "A". Does that make sense?

Not flaming the OP here, but I wouldn't ask for a personalized delivery of toys to my room unless I was staying CL, and then it would be items that were obtained by the concierge from the gift shop for me and charged to my credit card. If she felt comfortable doing it, so be it. But I wouldn't feel comfortable doing so.

I also wouldn't expect a birthday cake unless I ordered it through room service and paid for it, or any extra touch for any celebration unless I ordered and paid for it.

I don't expect towel animals, gift baskets because the paper wasn't delivered, or a butler to unpack me. I have very reasonable expectations.

We stayed CL at the GF maybe six years ago now, and had a DREADFUL experience, in fact much of what the OP talked about sounds familiar. We tried to resolve some of the problems while we were there, and when we realized it wasn't going to happen, we moved to the BW. When I returned home I wrote a very matter-of-fact letter to the GM or the GF, and stated my case. It was succinct and still took a page and a half to state a 24 period of troubles. They invited us back at a discount to try again, and our second stay (not CL) was pleasant, but nothing special. For what we paid for the room I thought the value was OK.

We are going back once more, just for a night, to try to RPC. It's the only CL at WDW we haven't tried (except CR 12th FLoor which I don't even really consider concierge) and we're going to stay the night before the marathon.

At any rate, this post has become a lot longer than I wanted. Sorry for rambling. But one other point is that I learned long ago that no one can make you feel "lower class" unless you allow them to. I read a lot of posts from people saying that they feel that someone was "snotty to them" at the GF, and I translate that often to they felt that they were looked down on. I think often they were feeling like maybe they didnt' belong there to begin with, as a lot of people think that the GF and other deluxe properties are where "Rich People" stay. That's far from the truth. There are a lot of "normal" people like you and I that stay there. In fact the truly wealthy generally shun WDW resorts, and theme parks in general. Something to keep in mind.

Anne

 

[sotoalf]

Get real! By "flagship" the GF is the resort pictured as being nearest the MK. If posts on this thread are taken at face value, GF guests should have exclusive transportation, never wait in lines and be serviced for every whim. I said that expectations are too high, and I meant it. The costs of rooms at the resort has no correlation to staffing in direct guest to CM ratio. Every WDW guest is due a clean room, reasonable transportation and reasonable problem resolution. There should be no variance in how a problem is handled based upon room costs. A guest staying at AS is just as "entitled" to a decent stay as a guest staying at GF. My family has stayed here many times, but it is not my personal favorite. I am a Disney Inn fan, and I miss storytime with Snow White and Dopey in the evenings! When we stayed there we shared busses with GF,Poly and CR. DI is Shades of Green now, and my family of five has not found another "home" on site.

In relation to room cleaning issues, the Orlando area is struggling to deal with labor shortages. Just because there are jobs does not mean that you will have candidates to fill them. Many jobs are vacant, as people cannot find suitable affordable housing. This is not a problem limited to WDW!

You're so right, btw, about the much-loved Disney Inn. My family had a wonderful trip in 1993 right before it closed. THAT really felt like a home away from home!

But getting back to the matter at hand. Here's the definition of flagship from Webster's Dictionary:

1. A ship that carries a fleet or squadron commander and bears the commander's flag.
2. The chief one of a related group: the flagship of a newspaper chain; the flagship of a line of reference books.

If GF is Disney's flagship resort -- its chief resort -- then it should lead by example. Nothing the OP said was out of line. Believe me, I've read some hysterically over-the-top complaints on this board. And remember: I've had two fantastic stays at the Grand and I'll go back in a heartbeat.

I just don't like it when we make excuses for poor service. $600 is a lot of money. And YES, if you're staying at Disney's flagship property, you SHOULD get better service than if you were staying at an All Star; you should feel, see, and smell the difference. Otherwise, what would be the point?

And as for this point: "The costs of rooms at the resort has no correlation to staffing in direct guest to CM ratio." That's simply incorrect. If you want an example, compare the number of employees serving guests at the All Stars lobby with the GF.

 

[undertheradar]

There is a difference between concierge and standard. If I choose to pay for concierge service, I would expect to receive it. Yes, many are willing to pay more, but others expect it for free! In my own experience working within the Marriott Corporation, there are some guests that cannot be pleased. Many properties have limited employee room access in order to limit liability. I worked in the industry for over 7 years and the requests became more and more detailed. From groups demanding pool access after hours, to requests of blocking guests from community areas. Just mention of the word "NO" results in complaints and threats(job, lawsuits). I left the industry after testifying in a lawsuit that claimed evicting a party of drinking high schoolers(30+ in a room) caused embarrassment to the parent that rented the room. An event like this results in room revenue loss after "comping" the rooms around incidents like this. This is why CMs are less likely to entertain special requests.

 

[DarlingWendy]

There is a difference between concierge and standard. If I choose to pay for concierge service, I would expect to receive it. Yes, many are willing to pay more, but others expect it for free!

I think most good hotels have a concierge desk, with people to help you with certain things. I pretty much expect that. It's the concierge lounge that on a "club floor" or something like that, that I've either paid more for or I've been upgraded to because I'm a frequent guest. So I guess it depends on what you are talking about. I think all good hotels should have a concierge desk that will provide special services. I guess that's what "guest services" are for at WDW hotels, but but lots of times you are just standing in the line for check-in or another big line for that, and it's not very special or personal.

Not to sound like a broken record, but I really don't care so much at WDW because I love WDW, but I just have to disagree if people say that the hotels are just as nice as other 4 and 5 star hotels in other locations.

 

[goin2disneyagain]

We just returned on the 12th and also had a very different experience than the OP. We were in Conch Key and loved the resort. Did not have any of the problems you had. I guess you can't please everyone!!

 

[Jcricket Fan]

The issue I have is the lack of consistant good service. During my last 11 day stay there were issues with poor/nonexistent housekeeping, poor valet service and some pretty bad attitudes by staff. My trip was Jan. 02, this was during the "value season" meaning lower crowds so the poor service is not just during the busy season.

There have been far too many posts about the lack of quality service at the "flagship resort". My issues were almost 4 yrs. ago but these posts still happen that the service is not up to the "flagship" standard.

I was also told when I made my trip post here on the DIS that it was me, that my expectations must have been too high ...sorry but this is just not true. I don't ask for much and wasn't looking for towel animals or freebies. I did expect that my room would be cleaned, my car would be brought to me when requested and that common kindness would be shown.

This issue topped all for me: I stood in the lobby on our last morning holding the bed sheet that had been put on my bed the day before full of HOLES. My sheet not only had been put on the bed but the staff turned the bed down for the night folding back the sheet with the holes showing! Not a little rip but holes that were several inches wide all along the top of the sheet!

The sheet belonged in the rag bag but here it was on my bed at the GF and there was no way that housekeeping didn't see this when they folded it back. I took photos so that I could send them to management. When I made it to the counter I asked for the manager and showed him my sheet. He also said the sheet should be in a rag bag! I was then told that they had problems getting housekeeping help recently. (This was 2002)

That I should be told something like this at the GF was unbelievable. I am glad that people have nice stays at the GF but from my visit and reading the posts of others who express simular thoughts....I will not stay there again until I can be sure that quality of service has improved and will stay consistant for the hotel that Disney itself claims to be it's best.

Colleen