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

[vjc715]

We were in the Tokelau longhouse which actually is a wonderful location! It's not far from the pool, ceremonial house, beach, TTC, etc. We started in room 3933 (3rd floor). That side was a garden view. Besides our neighbors, we couldn't have been happier!

Then we were moved to room 3948 next to the elevator, and the side of our room had the stairway. It was a pool view. This pool is very quiet, but I wouldn't suggest this room to ANYONE! You hear bell hops pull up on the path, people up and down the stairs...and in some cases pulling their luggage upstairs/downstairs, and you get ALL the traffic to the one elevator and people right outside your door which you can hear waiting for the elevator. This is happening at all hours, but mostly starting at 6ish. So...if you aren't early risers....suggest another room, but Tokelau was a nicely placed longhouse!

Again, besides our neighbors and most of the staff not doing anything about our complaints, the POLY would have been one of our favorite resorts. We loved the grounds, laying on the beach in the lounge chairs, watching the fireworks from a swing on the beach, ohaha's is wonderful food (ask to sit in chip's section...he's been there a VERY long time) he will give you extraordinary service, and the 2 pools are great. We rented the small boats for awhile they have on property, and that was a welcomed treat.

We were hoping to do room service one morning, but I couldn't stomach it all with the screaming. But....they have a wonderful room service menu! Just learn from my mistake, if there is a problem, talk directly to a manager immediately and not just a front desk staff memeber ;-)

 

[vjc715]

Leslie ~ I was told by 2 seperate cast members they go out of their way for concierge level guests. So.....you should have no problems.

Not everyone will have the experience we had. I read glowing reviews off the boards, and again I was told also that Poly was the greatest. But like everything, situations will differ. I will be writing my letter to the GM because I DON'T want this happening to others. I hope others get immediate attention when problems occur.

I am a self proclaimed disney addict, and it's VERY hard to rattle me on a disney vacation....however, this experience was unbearable. I couldn't wait to just leave and go home.

When you read the boards, I think people should just put the info they read in their pocket and be aware to make informed decisions. I've read more good than bad about the Poly..... but for us, this was a clincher not to go back because of the lack of service we received.

 

[BCV23]

In your other thread I thought you said you were in Tahiti???

We've never been in either but I'm curious?

 

[tinkerbellmagic]

vjc715, I agree with the others who do not recommend guests take these matters into their own hands. While it's not Disney's fault when their guests become rude and inconsiderate, if it gets out of control and takes place at odd hours and is disturbing others, it is the job of Poly staff to handle the situation.

I'm baffled as to the negative responses, but realize everyone is entitled to their opinion. The op is sharing her experience. She's entitled to vent.

As the op has said, do not let these reports discourage you from staying at the Poly. The Aarons, Rileys, Amandas, and their parents, do not discriminate between resorts. It's all in the luck of the draw.

My experiences with loud neighbors at the Poly will not deter me from ever staying there again (as much as the price might ). It's a beautiful resort, you cannot beat the transportation, the volcano pool is lots of fun, and it wouldn't be Christmas at WDW without those Hawaiin Christmas carols, so please go and have fun. Then report back to us.

Tink

 

[jeancbpugh]

We stayed at the Poly 4 years ago. We liked it. Minor complaints to housekeeping or front desk were ignored. We decided it was the island way --very laid back, similar to how some cultures view time (and whether punctuality is polite or rude). If our complaints were major (they weren't ... wet rug and mold which is the reality of all of Florida), we would have made sure to get the manager's ear.

The Poly is magnificent in its location (both monorail access and the ability to sit on the beach and feel "in the middle of it all"). Great food available at Kona Cafe. Nice pool.

The Poly is just okay when it comes to rooms. They're fine. No big deal.

We're going back. So long as the room isn't too moldy and nasty, I'll be content.

 

[lmhall2000]

vcj...I think you're just tooo nice! or too trusting or something that's bound to be a help to others but a detriment to you...has anyone ever told you that you deserve something? Well, here goes...first a hug
Now here's what you deserve...
Full credit on those valet charges...2 nights credit on your stay there...and a voucher to let you stay 3 nights on another visit to the World...your choice.

I agree that at some point something needed to be said to that family...the CM's failed. I would have informed the CM's that if they did not attempt to rectify this problem then I would want a manager in my room pronto (during said episodes)...unfortunately for you..you were too trusting in their ability to follow-thru and too nice to want to cause strife with the neighbors...but look at all the strife you're going through now...I think those neighbors deserve to have some strife for what it cost you...hopefully next time, the folks in the other adjacent room will yell "Shut Up"...I don't really mean that...but wouldn't that have brought a smile to your face!

I hope management reads this and takes note...my college roommate was a Poly manager at one time and I've known of even better comp's than the one mentioned above...but I think it's fair.
Tara

 

[phillybeth]

From a security standpoint, I'm surprised that management wouldn't have checked the situation out immediately to ensure that there wasn't a dangerous situation occurring in the next room. The reason for the screaming could have been child abuse, a domestic incident, or God knows what.

I would have called 911- in fact I have in a similar case (not at Disney thank goodness!).

 

[epcotfan]

I would have picked up the phone and called their room and politely asked them to keep the noise down. Then if they didn't oblige I would have called the front desk.

 

[rcraw45425]

Yeah Skiwee, I think we talked about them on another post! There was also a family on the first floor that was having a very good time, I think they did everything but take the furniture outside so they could sit and smoke The later it got, the louder it got. It never occurred to me to complain, I just closed our glass door and sent the kids to bed before they got a language lesson!

 

[DeterminedOne]

We had a noise issue at GF the last few days of the stay. The kids next door were so loud, screaming, crying you name it. I guess they were just a loud talking family because we could hear the parents' conversations, too. By the time we left we even knew the kids' names. It was very annoying! I tried not to get all out angry because I didn't want my magic ruined. We considered calling the front desk, but wondered what they would actually do.
So we just put up with it.

One early morning we were awakened to the sound of a screaming baby in the hallway. We looked at one another and laid our heads back down thinking it would stop quickly. I kid you not, it went on for at least fifteen minutes. DH peeked into the hall and the baby was sitting in its stroller while mom and dad were inside the room with the door propped open. I guess they were packing up to leave and the stroller was in the way. Whatever the reason, I couldn't believe how rude and inconsiderate they were being.

We tried to anticipate things like the above before leaving home - screaming kids, line cutters, rude CM's, we've encountered it all at DW. We decided the only way to have a magical trip was to not let other people's behavior control our attitude. Good thing because plenty of things happened that could have totally ruined our trip.

 

[tlev]

It's a shame when one person's trip is ruined by someone else's rudeness. I don't blame the children, it's the parents fault. We stayed at the Poly for our honeymoon and it was very peaceful until the weekend when a family with two young children moved into the room next to us. The parents would let the children play out on the balcony at 6:30 in the morning! We also saw a group of families letiing their children play on the floor around the tables at the Cal. Grill while they sipped their drinks. After the waiters almost tripped over them three times, one CM went up to the group and asked them, very nicely, if they could please keep their children at the table. One of the parents made a snide remark and then did nothing!

There will always be children at Disney but it is a shame that people don't realize that not everybody is looking to get up with the sun on their vacation. I would think the hotels could do a better job of keeping families with young children together and older couples together in another wing or something.

 

[drumflower]

I think I am going to add one more thing to my packing list! EARPLUGS!

 

[LibertyLover]

Oh dear. In January my DH and I are doing almost the same thing - 4 nights at AKL and then switching to the Poly. I hope we don't run into whatever problems you had. My DH will go balistic.

 

[vjc715]

sorry....the correct long house is what I mentioned in my latest post Tokelau. And the room numbers are correct, I wrote that post from home looking at the information.

Earplugs is an excellent suggestion for future trips just in case. I guess a "live & learn" lesson for me was noted in my experience. I took for granted all my WONDERFUL experiences at Disney resorts and great service. I guess I never expected to get my bubble popped; because Disney has ALWAYS been my happiest place on earth. And plain and simple, the POLY disappointed me. I except that type of ignorance of my complaints from a hotel 8, not from a deluxe resort. I've been a long time disney resort supporter, and ALWAYS recommended disney resorts because of the service I received. This trip however makes me think twice.

The only thing negative we encountered at the AKL was a rude Check in cast member named Javier. I just chucked it up to a long bad day. I even asked him if he was super busy earlier, because his demeanor was one of "blah and very curt". He even sighed often when checking us in, like it was a chore. It was disappointing, because it was soooo different than my front desk treatment at the GF or other disneyland resorts. But, I wasn't going to dwell on someone having a bad day, just found it odd that the disney magic was slowly disappearing. Heck, you get more of a warm welcome walking into the disney store. I think with the rising prices of disney (hotels/park tickets) they are going to have to rely on their must needed improvement of their customer service skills. A simple smile when checking in a customer goes a long way, and a quick and swift attempt for resolution to a complaint goes a long way. I felt like I was on a long list of many, and they front desk "blew" me off. I thought by personally going to the front desk and addressing the issue I would have been taken seriously, and not just given a rehearsed animated response.

Thank you everyone for allowing me to vent. I hope my post helps others to be more aware of situations that could happen to anyone anywhere. I guess I feel as though it's hard to shake when you plan, spend and anticipate your trip so much to have it ruined by something that can be so easily corrected. And it was by other's actions and non actions that could have made a difference.

 

[DisneyMim]

We stay at the Poly conceirge often and at many other Disney resorts. It's too bad, but ill-behaved kids are everywhere these days. And as my husband says (he's a HS teacher) the apple usually doesn't fall from the tree. We've been going to WDW since the 1970's and we've noticed a greater increase every year it seems of this sort of thing. Many parents have no control of their kids. I know this is not a popular opinion, but a lot of parents just keep making excuse after excuse. I agree with some of the other posters, it your child is not ready for a vacation, don't go. Why ruin other people's vacations? That being said, my sister had a problem at the Poly and they were moved immediately. It's too bad you weren't. I also agree that it's not a good idea to knock on some stranger's door. You never know these days. The sad thing is these poor kids are learning this type of behavior from their parents. They think it's perfectly OK to yell, scream, run up and down corridors, etc. I'm sure they have problems in school and with friends. I have two children and my husband and I raised them to have respect for other people. AND don't think this doesn't happen in concierge!! I've seen wild kids in the lounge grapping food and drinks, cutting in line, no manners at all! This kind of behavior happens everywhere. I'm sorry you had to have such a bad experience. I totally understand that this could ruin a vacation. When you are at Disney you really need a good night's sleep because you are going all day, and night sometimes. We are night owls and wouldn't dream of bothering anyone when we come in at 2 am. I just wish everyone was more like that. Please don't let this stop you from going back to the Poly. It is a wonderful resort.

 

[wendylovesdisney]

I just got back from the Poly - Dec 5-11th. We were at Tokelau in rooms 3942 and 3941. I DID hear an occasional crying kid but only in passing down the halls. I did not hear a peep in my room. You should have been a few doors away from us. We were the ones with the "Birthday" signs on our doors.
-Wendy

 

[undertheradar]

The reality of this is that everyone there is on vacation. Some are respectfull of others, some are not. Crying children at theme parks are nothing new. The resort staff should have attempted to move your room after the second complaint. Perhaps the resort was at full capacity and didn't have other rooms. While this was unfortunate, I don't believe that it would have ruined a trip. We stayed at the Poly one time, 15 years ago. We had a room near us that allowed small children to play in the hall while Mommy and Daddy had some "private" time. This took place our first morning and evening that we were there. These kids were maybe ages 3 and 5. After the second time we called security. During our stay(way before all of the budget cuts), security visited the room in question. The room was vacated the next day. In your situation, you should have requested a room change. Disney, like so many other places, waits for you to request something. The days of anticipating guest satisfaction are well in the past. We have stayed in many of the Disney resorts and find it harder to justify the added expense. There will be rude people anywhere and Disney cannot control that aspect. Perhaps they will offer you a partial refund, remembering that you received a dinner at resort expense. Sorry about your "rude" neighbors, but the Poly has been off our list for 15 years.

 

[vjc715]

Wendylovesdisney.....Yes....I do remember the birthday signs! You were further down the hall towards the other stairwell. We were in the middle of the hall. Traffic wouldn't be much down your way, because most used the elevator or the stairwell by the elevator. Our 1st room was smack dab in the middle of the hall, and the kids would run from the middle of the hallway to the elevator. And our 2nd room, was the one right next to the stairwell by the elevator. Our problem neighbors were in room to the right of us facing our front door in the middle of the hall as well.

In fact, I even commented to DH how I wish we were towards your end of the hall, because it seemed quieter. We typically used that stairway by you and didn't hear a peep.

LOVED your birthday signs! We really liked walking past them, as it really perked up the mood of the hallway. Beautiful photos!

 

[PamNC]

You had the room we had in July - 3942. We loved the location! No problems on our trip with screaming, crazy kids. Thank goodness.

My DH would have definitely gone over to the offenders and asked them to be more considerate, then if that hadn't worked we would have demanded to be moved.

I do think the OP deserves something for being ignored - the Poly needs to make amends somehow. Hard for me to say, but it's true. The Poly is our favorite resort.

PamNC

 

[wendylovesdisney]

Wendylovesdisney.....Yes....I do remember the birthday signs! You were further down the hall towards the other stairwell.

Thanks! We took our daughter for her second birthday. She was adopted from China after a very loooong process of fertility ordeals, trying to adopt in the USA, then SARS in China, etc.
Anyway - we dreamed of the day that we would have a child of own to take to Disney World.
Having said that, my complaints with the Poly was the sign that said the doors were locked on the longhouses at 11 p.m. (you had to use your key to get in) and in fact they were arbitrarily locked at someone's idea of "sunset". I guess this is a new policy and they just did not change the signs. When I questioned the sign - I was treated like I did not realize it was a "security issue". Didnt I understand security? Well of course I did, but being stuck outside with my baby is not very secure either.
Problem being that I did not complain about it until I had been locked out 4 nights in a row. I would have the baby and husband would be in the room and I would think he would just let me in the room. I would be stuck downstairs until someone else went in (some security, huh?). I guess it took time for me to wise up and ALWAYS carry my key with me. Duh.
Second, our message light kept blinking on our phone and there was never any messages. My fatherinlaw was having heart surgery and I kept thinking someone was trying to call me. It took 4 phone calls over 3 days to get a new phone.
Also the bureau in the room had doors you needed a jackhammer to get into. Not a biggie problem but I paid biggie bucks (hee hee) to stay there at the Poly.
'Nuff said.
-Wendy