Who else has had bad servcie with the Poly staff?

[LvsTnk]

Mr. Mike, I read your trip reprt a while ago and I did think you had legitimate concerns especially with small children around.

I had a Very strange thing happen to us while we were in concierge over the 4th of July and a manager called me at home to discuss it and he was not very happy. My hope was that this type of thing would not happen again as I am sure you were worried about someone else's children finding what you found in that room.

Thanks for posting, I always like to hear the good and the bad. That way I am prepared for anything.

 

[tiggersmom2]

I have been to WDW over 100 times in the last 20 years and I totally agree with Mr. Mike, I would have been horrified if I received service of this low quality. I think KathyTx just likes to argue. If I were you Mr. Mike I wouldn't reply to her asanine posts!

 

[mr.mike]

Kathy, that apology came and we went to the party.

the other poster said why was i waiting when i had already received an apology and compensation and a new room.
I never waited one minute once those 3 things occured.


Problem solved? i would have settled for problem attempted to be solved. Solved would have been to come to the room and investigate the claim. That is what i called for.



Crime scene? not too far fetched. Someone could have easily been beaten or abuse in that room. Blood, broken glass, hole in wall, moved furniture, missing security latch...

If you had seen it you'd know it wasn't a drop of old blood.
If it had been then there is a serious problem with housekeeping.

The CMs knew exactly what i wanted.. someone to answer our concern and come look at the room.

I know it is hard to understand how something happened or occured unless you were there. We see that all the time on these boards.

I dealt with the cast members over these 2 days.. at least 10 of them. Many of them were rude. some were cordial very few were professional.
and please dont think im attacking your character
(which is what you do when you imply im having my family miss our dinner and the beginning of the party waiting for my free upgrade)

Mine was a simple observation not an attack;

If you think that they acted appropriately then you'd fit in very well with the CMs i met or they'd love you as a guest especially if you don't mind coming in contact with other peoples' blood.
Luckily my 2 year old didn't touch the blood, kids do put thier hands in their mouths, on thier bodies even when dirty. It is what kids do. Luckily he didn't cut himself on the glass.

The resort can EASILY change the way you feel.
I wouldn't have felt uneasy to begin with if the first CM didnt act strangely.
They could have come in a timely manner to look at the blood.
They could have said we are very busy and we are very sorry but we havn't notified anyone yet about your room. (that one wouldnt have changed my mood that much but at least it would have been the truth.

A simple note in our new room or a call to us woud have gone a long way too.


mike

 

[Gabrielle]

Mike,

Totally agree with you. You should have been treated better. There's nothing wrong with you demanding to speak to a manager - that's what they're there for - and you should have been given an upgrade for your inconvenience.

Broken glass and dried blood is over the top.

I love WDW but getting the resorts to address a problem is not easy. The place sells itself on escapism, good customer service, happy environment, etc. If they screw up, they should compensate you for not delivering on what you paid for. Your time is worth money and the aggravation you experience deserves more than just making you whole.

-Gabrielle

 

[mr.mike]

Originally posted by Gabrielle
Mike,

There's nothing wrong with you demanding to speak to a manager - that's what they're there for - and you should have been given an upgrade for your inconvenience.


I love WDW but getting the resorts to address a problem is not easy. -Gabrielle

AHhhhh 3 sane people in a row....

God's honest truth... Redrum has to be one of the best Garden views available.... my sister who was there at same time had a lagoon view in tahiti facing castle... and i think i liked our location better...so close to everything.

 

[LoriZH]

Mr. Mike, I am too sorry you had such a bad experience but I am also glad it didn't put a damper on your vacation.

You had every right to be concerned and upset at the condition of the room because someone in your party could have very well been injured or gotten sick. You did the right thing, the right way. You waited to speak with a Manager, had you not, then it could have definitely happened again and this time someone could have been injured or sick. Looking out so that other guests don't get hurt is very curteous of you. I'm sure the Manager appreciates the fact that you did point it out to him personally, otherwise how could he correct the problem and prevent this from happening again. Disney would not want a guest to walk into a room with blood (whether it be old or new) on the wall and broken security latches with broken glass on their patio, especially in a Deluxe Resort where they expect higher standards for their guests. I hope this doesn't put a damper on things and you still plan on returning someday (I didn't read your whole report yet, but I am working on it, lol).

I think a minor few are being far too harsh on Mr. Mike. This was his experience and we all have different ways of dealing with our own experiences, he was just sharing it with all of us here.

 

[barbeml]

Thought I would share an experience that EXPLAINS how a room can be in bad condition upon check-in, but does not EXCUSE it:

I have been a professional event planner for many years. On occasion, hotels will hold "appreciation" events for their clients. I was invited to one such event at a very high-priced luxury casino hotel. Everything was comped and the event included parties, gifts, entertainment, accomodations etc. Obviously, they wanted to make a good impression on us.

When I entered my room, it had been trashed. Panty hose wadded up behind the headboard, stained bed clothes strewn all over the place, a piece of art was missing from the wall (there was a sign bolted into the wall stating if the art is missing, your account will be billed), used "birth control" device hanging off the trash can and more.

My friends in the convention services department told me that sometimes housekeeping is in before a guest checks out and the room may have been perfect when housekeeping finished, but the guests returned and trashed it.

Obviously, this excuses nothing but it does offer some explanation. If the property is busy, overbooked, etc., someone can neglect to give the room another once over before the next guests check in.

If this could happen with a room designated for a "VIP" event, I guess it can happpen to anyone.

After reading more details about the OP's experience, I must say that I would want someone to verify the condition of the room with witnesses so that I was not accused of whatever might have transpired there.

Yikes!

 

[luvmarypoppins]

Mr. Mike I read your trip reports and even posted a few comments. I just wanted to say I think you put up with alot from Disney at the deluxe price you paid and for the deluxe service you should have received. I feel what they gave you was not good enough, only a little bit off a part of a one night stay. You showed more patience and manners than I would have showed. I would also seek the names of the higher ups and spread your letter around. An e mail is useless. You must seek the name of the direct person you want to contact. I would only send a copy to the resort manager. My dh was involved with disney on a different level which I cannot discuss but it was a business dealing and they saw you have to contact the right person and it does help to have that letter to a few various people. It definetely gets more attention. More red lights go up and maybe a look could be warranted, for them to take any action would be amazingly slim. Disney plays hard ball too much lately.

We had the room right next door to you so I know what you mean about location.
Also in your trip report I posted about how the ceiling fell down in the room. We asked to talk to the manager - none available and then asked for money off the room - no luck. We were going to the beach club that day any way.

I myself have come up with a new philosophy and that is to have a good disney time with them getting the least of my bucks as possible. Their prices for resorts for a family of 5 is getting ridiculous. Our new hotel is the swan. We get frequent flier miles to boot and a price less than 2 rooms at the all stars. I can put up with the non charging in the parks and the hassle of a long trip for the mug for that.

I must say that there is one special cm at the polynesian who is so sweet. Even corresponded with our one ds, gave him special treats and attention etc. That is the kind of magic disney always needs to have. Guess that happened because we spent 3 visits to the Poly in one year once. Called the ds by name etc. when we came in.

I hope this one bad experience wont affect your magical memories too much. We had a terrible experience at the AKL and wont ever stay there again so I know what you mean.

 

[wdwgrannyb]

from my training at work(through OSHA-Occupational Saftey Health Administration)any blood droplet, even dried, if contaminated(Hep C for example)should be considered dangerous,(and you don't necessarily have to touch it, it can be airbourne) therefore, I feel he had a right to be concerned. just my opinion.

 

[Bobby2400]

We just returned from the Poly concierge on October 30. I was not very happy with the way we were treated at check-in. I wrote them an email about 2 weeks before going that I would like to change my Cindy's PS to a party of five from Monday to Tuesday. I gave them the date and times we could do and if they could not get that we would just keep our original date and time. Upon checking in with the rushed and rude concierge person she informed us that our breakfast was on Wed. at 9:35, a day and time that I did not ask for, so I said just cancel that and we will keep our original one. She informed us that they cancelled our original PS. We were in a bind-2 children that want to see the princesses and no other date to go. I said are you sure they cancelled our original date because in the email I asked for it not to be cancelled I informed her that I was not happy and she said there was nothing she could do. We get home from our trip and check our Visa bill online to make sure there are no suspicious charges and find that they never did cancel our original PS for Cindy's breakfast. We were charged the deposit to hold it. I proceded to call and they said we were a no show. I about flipped. I said we asked the concierge about it and she said it was cancelled, that we would have rather had that date and time rather than the one they ended up giving us and we asked several times. We were on the phone with four different people for 45 minutes trying to get this straightened out. They finally said they will have to investigate into it and get back to us. The next day we got a phone call saying they would credit our bill but next time we should make sure our PS our cancelled if we don't want them. That is just part of our trip. We were at the Poly concierge two years ago in November and we were treated excellent. If we would not have been treated that good then I wouldn't have come to expect it but this time I was very disappointed in their attitudes. It will make me think hard about spending that kind of money again if this is how they are going to treat people.

 

[mr.mike]

Originally posted by luvmarypoppins

We had the room right next door to you so I know what you mean about location.

Our new hotel is the swan. We get frequent flier miles to boot and a price less than 2 rooms at the all stars. I can put up with the non charging in the parks and the hassle of a long trip for the mug for that.


I hope this one bad experience wont affect your magical memories too much. .

Yeah that location was perfect. The swan is a great choice. As you know we stayed at the boardwalk inn for the first 2 nights. It was fantastic. The boardwalk itself is great and so easy to get to 2 parks, and 4 other resorts. It is really nice to see all those beautifully designed resorts as you walk the boardwalk, or even sitting in the Boardwalk in's pool you can see the top of either the swan or dolphin.


It doesn't affect any of my magical memories ...we just tend not to think of the poly now when we discuss how much fun we had.

I'd have spent the whole week at the boardwalk but with 2 little kids the access to MK is so easy from the monorail resorts.

If we go again we'd go to the GF or contemp and split the stay with a boardwalk resort.

I already cancelled my reservations for 2 Concierge laggon view rooms at the Poly for next August.
It was for my Sister in laws first onsite trip in 20 years. And yeah probably nothing would go wrong but if it did i'd be kicking myself for bringing her there.

Bobby2400 im sorry about your PS. That was really ridiculous And it is crazy to have to speak to so many people to solve a problem. 2 people at the most should handle it.
Reaffirms my decision to cancel next years trip.

Barbeml -- what you say might very well happened and that is fine. I can certainly understand that. I just cant understand why no one would want to check once they've been told.

 

[barbeml]

Mr.Mike--I completely agree with you, just on the liability ramifications alone! If someone else came into the room and stepped on the glass or got sick from blood contact, the hotel would be negligent for ignoring your warnings.

As I said, once I read the details of your experience, I understood your great concern. You were trying to do the right thing.

 

[Cinderella37]

About seven years ago, my boyfriend (now fiance) and I left the Polynesian to go to the GF for less than blood on the floor and wall and broken glass. The housekeeping was horrible - our blanket and sheets had (many) cigarette burns on them, the bathroom was filthy (the ceiling in the shower was covered with hair...), and the condition of the room was deplorable. When my fiance called the front desk, they offered to VIP clean it - it never happened. The staff was rude until he insisted on speaking to a manager. The manager was very polite and offered to move us to another hotel (the GF) after he told us we were in the best room in the hotel (Lagoon View Concierge). The location and view was wonderful and I was very disappointed to have experienced these problems. I had stayed there every year since I was three and was shocked at the decline.

After reading the board, I figured that the service had improved greatly which made me happy. Though we would never stay there again (not because of the trip in 1996, but because of changing tastes), I was pleased that the Poly had gone back to its previous standard.

Mr. Mike, I think that you were 100% right in your actions. With all of the diseases that can be spread by blood (and even just the "digusting" factor), the management should have instantly addressed your problem. After your experience, the management should have had the courtesy to speak to you personally. No one wants to go through a hassle on his vacation - not even for a free upgrade, though I think that would have been in order. Disney (which I love and always defend) has cultivated its own image of far above par service (which it meets almost all of the time) so as a company it should be willing to meet its own standards set forth by the company itself.

Housekeeping seems to be a problem lately all over the resort hotels. I won't get into our problems at the GF, but I believe that whether you are paying $600 a night or $60 a night, the room should be clean. No exceptions.

 

[Tonyspad]

We had a problem 5 years ago at the CR, nothing like blood and glass, where they assigned us to a king bed room when I had reserved a double. DW, two DS and myself waited and waited in our room for someone to come and check on it! What a crock, they could clearly see that I had a reservation for 4 and that the room assigned to us was for two. After we wasted a total of 2 1/2 hrs of valuable vacation time we left for the MK and only after we returned did it get straitened out. In the long run they put us in a better class room, but we still wasted all that time. I did not ask for a private meeting with a manager, but I think it was unfair for us to wait when clearly it was their mistake.

 

[Wendi]

Mr. Mike,

Boy did you walk into a hornets nest! I feel for you. While there are a few people that don't agree with you, I do. First off, there are a bunch of Poly Lovers out there and it does NOT matter what your experience was they will defend them. However, if the shoe was on the other foot and many of these things happened to their family...They would not like it. Your report may not translate the true picture of everything and some should not judge. It was your experience and they were NOT THERE! I have to say that on ANY given day the CM's each of us come in contact with can vary. There may have been a completely RUDE guest yelling at them before you go up to ask a simple question, but because they are still steaming from that guest - you get attitude. We had many bad experiences our last trip ,it did not affect our trip but; did damper our excitement of where we where staying. As for them attacking you about wanting to speak with someone, get real. Do they actually think that if a regular CM came and "calmed" you down that they would pass the experience on to Management. NO! Odd are they won't. The Manager needs to know so that he can make sure that all rooms are getting cleaned the same and that at any time they could send a guest to a room without worry. What would Kathy TX think if she walked into a room (just after checking in) pulled the comforter down to lay your 1yr old down for her nap and find a NASTY SOILED STAIN on the linen. Let's add to that 4 burned out light bulbs (I believe in setting a mood, but please ), mold around the tub and toilet (not just a little a lot), a broken door on the armoire (literally hanging, even the bellman commented on that one), and to top it all off while on the phone with them they said that these types of things were to be EXPECTED. We asked them to come see for themselves, when the Manager got there he appologized for what he had said on the phone, he actually called the mousekeeper manager to our room immediately and in front of us asked for an explanation. We were then moved to another room and they comped 1 night. Oh, did I mention the manager found a USED condom in the midst of checking out the bed linens. So folks, let's not slam Mr. Mike. He paid good money like the REST of us DO and should be able to feel at ease about the room his family is going to call home for a week. Put the shoe on the other foot and think that if those situations occured to your family would you blow them off at $300+ a night? Sorry you have been slammed Mr. Mike. I don't usually post about the Poly after I posted my bad experience 2+ years ago.
Wendi

 

[KathyTX]

Originally posted by Wendi
What would Kathy TX think if she walked into a room (just after checking in) pulled the comforter down to lay your 1yr old down for her nap and find a NASTY SOILED STAIN on the linen. Let's add to that 4 burned out light bulbs (I believe in setting a mood, but please ), mold around the tub and toilet (not just a little a lot), a broken door on the armoire (literally hanging, even the bellman commented on that one), and to top it all off while on the phone with them they said that these types of things were to be EXPECTED.

She would immediately contact the front desk and insist on being moved to properly cleaned and maintained room ASAP. If told that this condition was to be expected, she would insist on being moved to another property where these things are not the norm.

Once moved, she would let it go and continue her vacation.

She strongly feels that rectifying the problems is the responsibility of the property management and those they report to.

She feels that the customer has the right to expect and demand a quality product, but that how that product is produced "behind the scenes" is up to the property. The property is responsible for maintenance and housekeeping personnel, salaries, schedules, procedures. If the END RESULT is not acceptable to the customer, say so!

She feels that the OP did the proper and responsible thing in reporting the conditions to the property, requesting to be moved, and by picking up the glass he found on the patio. It was only the OP's attempt to *actively manage* further resolution of the problems by personally pointing each deficiency out to the manager after the OP's family had been moved that struck her as odd.

To twist her words to imply that she thinks the condition of the room is acceptable is very inaccurate. She actually would have insisted on reassignment to a different room earlier than the OP.

She does not care for nasty or unsafe conditions, and has actually been known to stop at three or four different gas station bathrooms on road trips before finding one she would even step into.

 

[Wendi]

Thank You for agreeing. Then why was it unecessary for Mr. Mike to wait to report his conditions to the proper Management wrong. You implied that he acted incorrectly yet you agree with the facts that the things he found were wrong. I believe that he did right and wanting it to be SEEN by the right person is the only way to possibly prevent this from happening to another person.

For the record, I did not twist your words. You have come down quite hard on the OP and I am merely pointing out that even our discussion board writings can not make another person understand or see a vivid picture of what was going on. It just seemed that he wanted to know that he wasn't alone and that things do happen. It may be the Happiest Place on Earth, but yes it is run by Humans and we do make mistakes.

NO ONE IMPLIED that bad conditions are acceptable to you. I was pointing out that not only has he had an experience but others have as well.

You were right about one thing. Let it go.

He didn't say that his vacation was ruined and neither did I. Nobody is trying to upset anyone. No One is trying to twist your words. I am merely trying to support another Poster.

 

[mr.mike]

Originally posted by KathyTX

It was only the OP's attempt to *actively manage* further resolution of the problems by personally pointing each deficiency out to the manager after the OP's family had been moved that struck her as odd.

To twist her words to imply that she thinks the condition of the room is acceptable is very inaccurate. She actually would have insisted on reassignment to a different room earlier than the OP.

Kathy, why are you speaking in the 3rd person now?

I don't know where this "actively manage" part keeps coming from. They asked us to call if anything was found out of the ordinary. So i did..i listened to them!

As said before once we were settled into the new room with all our bags and i went back to see my wife at redrum it was 6pm.
Then called mom and kids at 6:10pm so we could go to party because it seems as if no one was coming.


Housekeeping manager showed up before mom and kids did and we told him what happened.

How does 10 minutes of waiting, waiting for mom and kids actually, show this desire to actively manage i supposedly have?

And when he did get there, he didn't know all the problems we had reported, which is not surprising considering the lack of communication we encountered, so in retrospect i'm glad i got to "point out each deficiency" to him because he probably woud not have seen it all.

I asked for a different room when i walked to the lobby at 5pm.
That was one hour after the first phone call (when they said they would send someone over) at 4pm

That was when we took the kids to the pool through the patio doors and found the glass and my wife showered and got dressed and said she'd wait for the person who was coming. When we got back from the pool and no one had shown up yet i went to the desk to speak to someone. And then i asked for a new room.
(raise your hands if your sick of me repeating this)

For some reason you are trying to make it seem as if i sat around my old room for hours and hours after being moved and waited for someone. That is simply not the way it happened. Even after explaining this to you you still insist it happened. I'm not sure why but it doesn't matter.

I mean honestly, how many times have you waited for a coffee maker, pillows, or towels. I have asked for those items before and it never took more than 30 minutes to receive them even during peak season.

I wonder at what time you would have gone to the front desk and asked to be moved if you called at 4pm and were told someone would be there to look at your complaint. Would you leave right away, 10 minutes later? or 10 minutes after the call when you mentioned there was blood?


I want to thank those responding to my original question which was tell me YOUR individual experiences with the Poly. It is only through people speakign up and pointing out the good and the bad that things can be changed and others make an informed decision.

Hey you know what? i just went back and reread my day 3 trip report. Man was i being too nice or what. My only request to the housekeeping manager, after he asked if i'd want the same room view when he'd try to change us, was simply i'd like a first floor room. no yelling, no screaming, just a first floor. What a guy i am!

 

[Sammie]

Originally posted by Wendi
Mr. Mike,

Boy did you walk into a hornets nest! I feel for you. While there are a few people that don't agree with you, I do. First off, there are a bunch of Poly Lovers out there and it does NOT matter what your experience was they will defend them. However, if the shoe was on the other foot and many of these things happened to their family...They would not like it. Your report may not translate the true picture of everything and some should not judge. It was your experience and they were NOT THERE! I have to say that on ANY given day the CM's each of us come in contact with can vary. There may have been a completely RUDE guest yelling at them before you go up to ask a simple question, but because they are still steaming from that guest - you get attitude. We had many bad experiences our last trip ,it did not affect our trip but; did damper our excitement of where we where staying. As for them attacking you about wanting to speak with someone, get real. Do they actually think that if a regular CM came and "calmed" you down that they would pass the experience on to Management. NO! Odd are they won't. The Manager needs to know so that he can make sure that all rooms are getting cleaned the same and that at any time they could send a guest to a room without worry. What would Kathy TX think if she walked into a room (just after checking in) pulled the comforter down to lay your 1yr old down for her nap and find a NASTY SOILED STAIN on the linen. Let's add to that 4 burned out light bulbs (I believe in setting a mood, but please ), mold around the tub and toilet (not just a little a lot), a broken door on the armoire (literally hanging, even the bellman commented on that one), and to top it all off while on the phone with them they said that these types of things were to be EXPECTED. We asked them to come see for themselves, when the Manager got there he appologized for what he had said on the phone, he actually called the mousekeeper manager to our room immediately and in front of us asked for an explanation. We were then moved to another room and they comped 1 night. Oh, did I mention the manager found a USED condom in the midst of checking out the bed linens. So folks, let's not slam Mr. Mike. He paid good money like the REST of us DO and should be able to feel at ease about the room his family is going to call home for a week. Put the shoe on the other foot and think that if those situations occured to your family would you blow them off at $300+ a night? Sorry you have been slammed Mr. Mike. I don't usually post about the Poly after I posted my bad experience 2+ years ago.
Wendi

I completely agree with you on one count. We were not there and we are getting one side of the events.

I really don't think anyone is slamming Mr. Mike. He had a bad experience based on his accounts. As to what happened we truely don't know. We were not there as you stated.

However he did ask our opinions on service at the Polynesian. I think Mr. Mike is entitled to his opinion certainly, just as everyone else is entitled to theirs, be it different from his.

I do think when people have bad experiences they are entitled to tell them as they see it. However if they ask for opinions on that, they should also be willing to accept that not everyone is going to agree with them.

 

[mr.mike]

Originally posted by Sammie
I
I really don't think anyone is slamming Mr. Mike.

However he did ask our opinions on service at the Polynesian.


However if they ask for opinions on that, they should also be willing to accept that not everyone is going to agree with them.

I will shyly admit that i did feel slammed

Just to beat this dead horse, i didn't ask for opinions on my service, (but please feel free to comment) i asked to hear other people's experiences so i could compare them to my own.

mike