Two Reasons Why I Would Not Do Online Check In at Poly Villa and Bungalows

[tink'smom2B]

This is only my opinion of what happened to us when we did online check in last Sunday, June 12. First of all, we did not receive welcome leis (you know, those flowery necklaces). Secondly, we received no resort information which included maps and scheduled events such as the movies or pool events. We didn't even know how to get to our room. These items may seem insignificant to some, but I believe some people might like to know this beforehand. When I approached the checkin counter, I was confronted by a cast member who assured me that I would receive a text message when our room was ready and sent me off to await the message. We did finally receive that text, but had to return to the front desk to get a map and welcome packet. One thing that did work well were our magic bands! And our rooms were just what I had requested.

 

[LisaS]

We had a similar experience. We did online check-in for our stay at the Poly back in May. We had an afternoon flight so we got the text message while standing in line to board the plane. We rented a car so it was great to avoid trying to park near the main entrance and instead pull right in to the lot near the DVC buildings and roll our suitcases straight to our room. (We asked the CM at the guard hut how to get to the parking lot.) Even though I had scoped it out using Google maps' satellite view so I would know where our building was in relation to the parking lot, it was dark by that time and we got confused. We asked someone and they pointed us in the right direction. When we got into the room I was surprised there was nothing there, no map, no event schedule. I figured there would be a packet waiting for us in the room. After getting settled, we managed to find our way to the check-in area and asked someone about leis and maps and they were happy to give us everything we needed.

In our situation the benefits of online check-in outweighed the drawbacks and I would do it again. However, the next time I stay at a resort I'm not familiar with I will find a resort map online and print it out so I have a map with me when we arrive.

 

[DixieDelights]

I have used online checkin the last two trips and loved the convenience. However, I do wish that mousekeeping would start leaving the resort calendar thing in the rooms. I had to go to the front desk both trips to pick it up.

 

[BenandMorgsMom]

That is the problem for members with online check-in and DVC thinks it's saving money by not giving out paper. If you look in the Room Service/ Book thing on the table, the information is usually located in there like the map and what not. Online check-in also eliminates your entering the lobby in some cases and people seem to miss the "Welcome Home" they used to receive. We like the paperwork, I like to look at it so I go down and retrieve a packet.

 

[tink'smom2B]

That is the problem for members with online check-in and DVC thinks it's saving money by not giving out paper. If you look in the Room Service/ Book thing on the table, the information is usually located in there like the map and what not. Online check-in also eliminates your entering the lobby in some cases and people seem to miss the "Welcome Home" they used to receive. We like the paperwork, I like to look at it so I go down and retrieve a packet.

Interesting, we did not have a room service/book thing in our room. I never even thought to look for one.

 

[ChrisNY2]

This is only my opinion of what happened to us when we did online check in last Sunday, June 12. First of all, we did not receive welcome leis (you know, those flowery necklaces). Secondly, we received no resort information which included maps and scheduled events such as the movies or pool events. We didn't even know how to get to our room. These items may seem insignificant to some, but I believe some people might like to know this beforehand. When I approached the checkin counter, I was confronted by a cast member who assured me that I would receive a text message when our room was ready and sent me off to await the message. We did finally receive that text, but had to return to the front desk to get a map and welcome packet. One thing that did work well were our magic bands! And our rooms were just what I had requested.

Why didn't you just ask the cast member for leis and a welcome packet/map? I'm sure s/he would have been happy to give them to you.

 

[tink'smom2B]

Well, actually I did end up asking for the map of the resort. We were two parties traveling together and the next night, when we were babysitting our granddaughter, we did stop at the desk and ask for leis. So, three of us had them. I just think it would have been nice if everyone had checked in together and we would have all received leis and the resort info.

 

[disneynutz]

Online check in, direct to room, is just another way that Disney is using to increase their profit. Less CM interaction means less CM's.

Bill

 

[Maistre Gracey]

Doesn't asking for the leis kind of take the fun & Magic out of receiving the leis??
I would feel a bit weird asking.

MG

 

[Maistre Gracey]

Online check in, direct to room, is just another way that Disney is using to increase their profit. Less CM interaction means less CM's.

Bill

Exactly. Take all personal contact out if it. Automated reservations, online bookings, now no need for lobby personel.

MG

 

[Paula Sedley-Burke]

Why would they correlate that folks that prefer online check in don't want the other paperwork that goes with the regular check in...

This you need to ask for an item is a bit old now. I phoned at the weekend re the DVD players. Was told yes they have removed them all you now have to ask for one on check in. Nice lady I spoke to said when surveyed most DVC members stated they never used them. I was not surveyed. We always use them. but what next will we need to ask for the bed lol..

We surveyed lots of DVC folk and most said they did not sleep in a bed....they prefered the floor...

 

[LisaS]

Doesn't asking for the leis kind of take the fun & Magic out of receiving the leis??
I would feel a bit weird asking.

MG

DH and I really wanted leis so we asked a CM. I explained that we did online check-in and went straight to the room and in doing so, we missed getting a lei and the "full Poly experience". He got two leis for us and welcomed us to the Poly. The CM's friendly and welcoming attitude eliminated any awkwardness I might have felt in asking. So in the end we did get our "fun and magic" moment, it was just with a different CM.

 

[lisaviolet]

Online check in, direct to room, is just another way that Disney is using to increase their profit.

Bill

Well you have likes Bill, so obviously others agree.

But I think it's harsh. Sometimes I think DVC is damned if they do, damned if they don't. People probably complained about long lines at check-in, I've actually seen some very long lines and impatient people over the years, and they introduce a solution and it's only "just another way that Disney is using to increase their profit"?

And since I've been the recipient of quite a few very early room readys, lucky me, I can't wait to get a text telling me my room is ready while I'm still on the road, or in an airport one day. To me, that would be magical! Small things make me happy.

________________________________________________

And as for the leis - online check-in is not the only way to miss them. I checked in at the front desk and three flower giving girls missed me somehow. After my CM was finished I asked if we could have one. Of course I could.

Yes, it did take some of the loveliness out of it to ask. But I survived.

And would do it again.

_______________________________________________________

I had the most wonderful check-in at the Polynesian. I came from the main building check-in at the GF the night before and the CM there was beyond bizarre with his check-in - strange, strange, strange. So I made sure I had the Polynesian CM call out her manager and let her manager know how exceptional she was at her position.

 

[disneynutz]

I don't really think that it is harsh. My experience is that most companies number 1 goal is to increase profit, not necessarily provide a better customer experience. Most programs that Disney dreams up is to increase profit, they flavor it as a benefit to guests but the "benefit" allows for increased profit.

Online check in allows them to move guests along and direct to room moves them more along while reducing the number of CM's. Many guests don't really know what is going on, they get a text and they go to their room without a front desk stop. They may be missing information or CM interaction but they are in their room.

Disney has lines everywhere and the don't really seem to mind making guests wait. The could open up all positions at the front desk and not have any lines but they don't.

Usually bonuses are paid based on financial performance, not on how happy guests are.

Bill

 

[lisaviolet]

But so what if it's for their bottom line, they are a business. It's not like they took something away, if someone wanted to go to the front desk upon check-in - absolutely nothing is stopping them.

And if there is confusion, it will dissipate over time for repeat customers. And for those first timers they can simply walk down, if they are confused. I don't see what the big deal is with that choice.

And bonuses paid on financial performance, not on how happy guest are ---

Are you assuming that very few are happy about this change? Or that they didn't think some customers would be, despite doing it for the bottom line?

I'm aware that Disney has lines everywhere. But my perception is that they do care about our wait time. In that a lot of CMs work hard to be courteous, friendly and treat a lot of us like we're not number 500 in their day at work. I appreciate that as I've seen some pretty bad behaviour thrown at them. Not often, but I have seen it. Also, about four years ago they made sure that they had extra people working off the desk to see if they could help one's process.

Obviously we just disagree.

 

[cpc430]

We are checking into Poly in a few weeks and I haven't done the online check-in (we are doing a split stay - I did it for AKL but must have forgotten about Poly). So by not doing it, I would have to go to the lobby and front desk for check in and we would receive leis going into the lobby? Can I still put in room requests with Member Services?

 

[TechRavingMad]

I don't understand your complaint. If you want the cast member experience then don't do online check in? Really it's a simple choice. Heck you could do the online check in and still stop at the front desk if you want (we've done this in the past) to check in.

This upcoming trip will be our first as a DVC member (and at a DVC resort), but every time before we've done online check-in and the email that comes with the room notice (text message) included a PDF attachment of the map and the resort activities. This happened both of our last two trips (Art of Animation and Port Orleans). To be clear, the map and events notice came via email not via text.

Not that it matters to us, but I take it you don't get an email with that information when using online checkin via DVC?

We do online check-in for the very reason of not having to deal with a hotel/resort lobby.

 

[Maistre Gracey]

At one point in history, maybe 20 years ago..?? Disney's philosophy to make money was the "plus it" that was Walts mind set. Unfortunately now there are no Disney's left in the management chain, so things have turned to "make the kwik buck, and cut back the guest experience".
Now they make sure it's "good enough", where as before the goal was to blow you away.
Some old time Disney people can relate???

MG

 

[TechRavingMad]

I just don't understand how fighting a crowd of people at a resort lobby is an experience that you want to willingly do? How is waiting in line (with 3 kids in tow) a "Disney experience"? Again, if you want to stand in line or check-in in person then do so, no one is forcing anyone to do online check-in.

To me, and people like me (all of my family prefers online check in and not going to the lobby, including my in-laws who have been DVC members for 15 years) say that online is the better experience. I don't ever want a piece of paper, I do everything on my phone or tablet, if I want a map I use Disney's Experience app which even gives me GPS guidance, right to my room. If I never have to touch a piece of paper again, especially while on vacation, that would be great!

 

[tink'smom2B]

I want to clarify my experience. First of all, this was my first trip to the Poly. I had made reservations at the 11 month mark requesting two rooms. We traveled with my three daughters, son-in-law, and two year old. There were seven of us in all. We arrived by Magical Express around 11:30 am and went into the lobby. A CM asked if we had done online check-in (which we had) and told me we would receive a text when our room was ready. She just smiled at me and I interpreted it to mean move along. We really didn't know what to do with our bags, etc., but moved through the door to the pool and sat there waiting for our text message. Two hours later, I went back to concierge and asked if they had a playground somewhere. CM said no, so I asked for a resort map. Another CM came over (original greeter) and asked me if I'd received my text message yet. No, we hadn't, and we were really hoping we could get one of our rooms so we could put the baby down for a nap. They did a lot a scrambling and said we would receive the text message shortly, which we did.
I'm just saying, it would have been much more magical if they had talked to all of us in the first place. Maybe welcomed us with some leis, given us a map of the resort, told us what to do with carry on bags, and apologized for the wait. Maybe they could have given me an activity sheet, or explained what was available to do at the resort. I was the only one interacting with the front desk. Everyone (in my party) was waiting for me to make some magic! Doing online check in did absolutely nothing for us. That's all I'm saying. Room wasn't ready, no leis, no welcome home, no idea what we were supposed to do while waiting. They did come through with our room requests. I couldn't have been happier with that.