Who is the General Manager at the Poly? Had to WORST time there ever!

[vjc715]

I always take earplugs with me, no matter where I stay. If any noise is present, including my husbands snoring, I can sleep right though it. No complaints, no hassle! The OP was switched rooms and comped at dinner at 'Ohanas, that would have been compensation for me, but maybe I am easily compensated .

Yes....I was comped a dinner at Ohana's that FINALLY got credited to my account after calling the Polynesian.

As far as moving me to another room...We were finally moved to another room our last night of staying there. That morning we packed up everything as we were told that we were going to be getting another room. Got everything together and packed, thought we could shower, get room service and headout. Then we received a call after we packed telling us that the room we were being moved to was NOT ready. We were to call bell services to get our luggage for storage. We then of course took most of our immediate need stuff back out, took a shower, and there was NO way we were going to be eating breakfast in our room because of the noise issue.

When we arrived in that room that night, the thermostat didn't work. We had to call the front desk for maintenance. Which was really no biggie....Ken the maintenance guy was SUPER great! HOWEVER, the room we were moved to was next to the main stairwell, and next to the elevator. Friday night we were able to get to bed which was GREAT!!!! However, come 6:30am - ish....Sat am - we heard ALL the traffic up the stairs since it was our neighbor, people pulling up/down their luggage up the stairs, some parents screaming down the hall to get to the elevator that it is open, kids being loud....but most parents told their kids to shhhhh when they did this, etc. Don't get me wrong....it was MUCH better than our 1st room....but this was their attempt to give us a quiet room??????? I understand the hotel can't control the noise in the halls, and all this is nothing they could do anything about.....but considering what we were going through, I hardly consider being across the elevator, and the stairwell side was at our headboard a thought out attempt. I would have tried to put a couple like ourselves, between 2 other couples. But, I believe the front desk manager was trying to keep us in a garden view room,....GOD forbid an upgraded room. When we were told that we would have to store our luggage, I asked..."you mean NO room is ready right now, because it would be greatly appreciated and more convenient to us if we could be put in another room now." She said..."well, you paid for a garden view room....I'm trying to keep you in the same building".

I guess this room would have been tolerable if we had this room to begin with, because it was possible to go back to sleep. The stairwell noise and the hall noise was not constant. We were just looking forward to sleeping in our last morning after the lack of sleep we had the previous days at the Poly because there was NO way of getting back to sleep in our 1st room. But, the Poly did try the last night we were there, so that I do give them credit for.

When we stayed the previous 4 nights at the AKL, we had the BEST sleep! It was sooooo quiet. It really felt like we were at home. The only time we heard our neighbors/children (yes....they had young children)...was on the balcony. We had a family w/children on both sides of us, and they were very respectful of others. Maybe it has something to do with the length of the halls at the AKL - everyone's tooo pooped to yell.

 

[eeyore0062]

I am sorry this happened to you. Maybe if you had been able to go back to AKL you would have had a better vacation. It is a shame that the option wasn't offered or maybe with all of the frustration, you didn't think to ask. I know that others have been able to choose that option. I am sure you were looking forward to staying at the Poly, however and thought things would have improved. I know we were reallly excited about our stay, and our expectations were met, if not exceeded. Of course, with my earplugs (DH's snoring is REALLY BAD!), I wouldn't have known the difference and DH could sleep through a war.

Write to wdw.guest.communications@disneyworld.com. Through that route, the email will be passed along to the manager at the Poly and they will look into how your situation was handled vs how it should have been handled, and then at the very least you have saved someone else from encountering the same situation you did.

I hope that this hasn't soured you on WDW, and I hope that things will work out to your satifaction.

 

[Disney_Queen34]

As much as this situation seemed to suck for you I have to say that if I would have been in the same situation, I would have just gone directly to the family next door and told them that it was bothering me.

I'm sure this is just an unfortunate, isolated experience. As you say "Kids will be Kids."

 

[eeyore0062]

As much as this situation seemed to suck for you I have to say that if I would have been in the same situation, I would have just gone directly to the family next door and told them that it was bothering me.

I'm sure this is just an unfortunate, isolated experience. As you say "Kids will be Kids."

I was thinking the same thing, but then I thought better of it. You never know who is on the other side of that door, or what reaction they will have if you confront them with it. The proper channels were followed, but somehow got lost along the way.

 

[Dreaming of Disney05]

We had a bad experience 2 Christmas's ago, when we stayed there. Ours was NO hot water for the 2 weeks we were there.
We complained, sent a letter afterwards, and Never got a letter or anything.
I will still go to Disney, but won't ever stay at the Poly again.

 

[Tabetha]

Am I correct in my understanding that when you call the front desk from your room, you're not actually calling the actual front desk of your resort - its a call centre.

This may be part of the reason that calling the front desk was ineffectual...?

 

[eeyore0062]

If no one is available to answer at the front desk, it is possible that the call would be re-routed to a call center that services the resorts.

 

[vjc715]

I had hit the front desk button on the phone. I had assumed I was speaking to the front desk. And if I wasn't....they SHOULD have relayed my many complaints.

But....after our 1st night of our stay, I did go personally to the front desk also each day after. We spoke personally at the front desk to a total of 3 front desk CM's.

So.....besides screaming on the top of my lungs or confronting my neighbors myself, I believe the Poly had all the info they needed to rectify the problem at hand.

 

[Tabetha]

Oh, 100% agreed...

It was just something that I was wondering. My brain tends to hypothesize on stuff like this.

 

[Sammie]

If no one is available to answer at the front desk, it is possible that the call would be re-routed to a call center that services the resorts.

All calls now get rerouted to a Central Call Center. If you actually want to speak to someone at the Front Desk, you will have to do so in person.

 

[Philly81]

As much as this situation seemed to suck for you I have to say that if I would have been in the same situation, I would have just gone directly to the family next door and told them that it was bothering me.

I probably wouldn't confront them in person and not because I'm chicken but if I ran into a psycho I probably would end up in a confrontation. I would call their room # and as politely as I could explain, "I realize that kids get over excited on vacation and I'm SURE that you don't realize it but yours can be heard all the way down the hall and I'm sure that you don't want security to bother you. Just thought I'd let you know." That way you have given them a chance (ONLY 1 mind you) to save some face, apologize, and try to calm their children. If you say, "Can't you control your kids?" you're asking for a fight. And I have learned that security will NOT do much of anything (not just at WDW) unless they see something like a fight, or something blatant. I had a friend whose husband worked at a resort for night security and she said that they are there to make the guests "feel" safe. They don't want to get in trouble for losing guests by being assertive and a lot of times it's a "they said" vs. what "we said" kind of thing they deal with. I'm not saying I agree with that though. I guess what I'm saying is that the Poly staff may have well contacted security who heard nothing when they went by and they dropped it. It doesn't mean it didn't happen though.

 

[THE TAO]

THE GENERAL MANAGER AT THE POLY IS DAVID VENABLES..
THE DIRECTOR OF CONCIERGE IS CLAUDIA DEGINIO.

 

[THE TAO]

Stayed 13 Days....worst Ever. From The Moment We Stepped Off The Plane

 

[C.Ann]

All calls now get rerouted to a Central Call Center. If you actually want to speak to someone at the Front Desk, you will have to do so in person.

--------------------------------

That would not make me very comfortable to know that if I had an emergency of some sort my call would have to go through a Central Call Center first! Call centers are a haven for information going astray and never reaching the party it was intended for..

 

[dpuck1998]

Stayed 13 Days....worst Ever. From The Moment We Stepped Off The Plane

Must be a good story there.....

I think I could stay in a hole in the ground at Disney and still have fun..but that is just me.

 

[Stitch's mom]

Must be a good story there.....

I think I could stay in a hole in the ground at Disney and still have fun..but that is just me.

I am with you. That is why I take a noise maker. But after watching the news this week maybe we should all be grateful not to be at some resort in Sri Lanka or Thailand.

 

[tink35]

We stayed at the Poly concierge in March and had the only BAD experience we've ever had at Disney. Concierge staff was rude, unhelpful and just plain absent. Rude and lengthly check-in, Ignored pre-paid birthday "magic", didn't deliver messages from other cast members, and throughout our visit they turned off all water to the building for 6-8 hour streches -- imagine returning from the parks to no shower etc.

My efforts to get correction while there were met with long waits at the front desk, polite promises to change specifics, and absolutely no follow-through. I believe Mark was the asst. GM that made the promises.

We will not stay at Poly again. Beach Club was great for first half of trip.

Currently planning a quick trip on AP. Any suggestions for which delux to try next?

 

[eeyore0062]

Stayed 13 Days....worst Ever. From The Moment We Stepped Off The Plane

oooohhhhh!

 

[vjc715]

We stayed at the Poly concierge in March and had the only BAD experience we've ever had at Disney. Concierge staff was rude, unhelpful and just plain absent. Rude and lengthly check-in, Ignored pre-paid birthday "magic", didn't deliver messages from other cast members, and throughout our visit they turned off all water to the building for 6-8 hour streches -- imagine returning from the parks to no shower etc.

My efforts to get correction while there were met with long waits at the front desk, polite promises to change specifics, and absolutely no follow-through. I believe Mark was the asst. GM that made the promises.

We will not stay at Poly again. Beach Club was great for first half of trip.

Currently planning a quick trip on AP. Any suggestions for which delux to try next?

Sooo....sorry that happened to you. I would have to say....this was our only bad experience also at any Disney Resort. I just wish it wasn't to the extent we experienced. It was almost like I wanted to say....."AM I ON CANDID CAMERA???? CAUSE THIS IS NOT FUNNY"!!!

At WDW....I had stayed at the GF, BWV and AKL. All were great. (I usually go to Disneyland )

The GF front desk staff was very friendly and efficient. Although, I didn't care for the decor of the rooms. But again, the service was fantastic.

BWV - Loved the larger tub, liked having a washer/dryer in the room, seating area/couch. And our balconey view was wonderful to watch Illuminations from. There were some problems with our room not being ready after check in time, which wasn't a real big deal to us. The staff was very apologetic and nice. So...It didn't bother us at all. We stored our luggage, and went to DTD. When we came back, our room was ready...and there sat chocolate strawberries, champagne and a personalized note. I was in shock and was totally unexpected. It was very thoughtful for a slight hiccup during checkin, that was quickly resolved.

AKL - Theming of rooms were cute. I really liked this resort in Dec. The colors reminded me of warmth. And it was beautifully decorated. It was overall a nice, comfortable atmosphere. Front desk check in cast member Javier wasn't very friendly. But I had heard that complaint before about the AKL front desk check in staff. We never had to rely on the front desk for anything, so I don't know about how their service is. Bell hops and housekeeping were SUPER friendly, always said hello, etc. Mara is a wonderful self service food court.

After my experience at the Poly, I really lost faith with the staff there. I wouldn't stay there again because of my fear of the lack of attention should any issues need resolving. When I am on vacation, and hardly think I need to resolve them all myself.

I did like the beautiful view from the Poly's main pool. And sitting on the beach was a nice way to unwind. Bell hops and staff on carts, always greeted us with an aloha and a smile. Otherwise, I expected alot more in the way of customer service, and they failed miserably. I was soooo excited about staying at this resort. That is why I split my nights up. On purpose did I have our last leg of our trip be at the Poly. I had thought it would be romantic, relaxing, etc. It was actually the part of the trip I was excited about most. I had changed my entire trip from Disneyland and decided I REALLY wanted to go to WDW.

I'm sure most can relate....planned, saved, and got more excited as my countdown clock would could down the days. I was ready to burst with excitement when we landed. Then the reality hit...we were at AKL. A fantastic stay....no loud/obnoxious noise. Then off to the Poly for the last 4 nights of our trip. I was soooooo happy to finally arrive to the place I've always wanted to stay...the Poly. Then.....BURST GOES MY BUBBLE!!! And the more I felt it burst when my room environment remained the same after each complaint I made

And actually....a hole in the ground would have been MUCH better than dealing with loud, obnoxious neighbors day after day....because we would have had a possibility of getting some sleep

 

[goofyandmore]

Have you written to the polynesian or disney guest relations about this? I am just wondering if you received a response. Carolyn