erinz said:
OK.....take a breath......
I'm the one who suggested a note from her doctor.
"This can and will happen anywhere. The only difference?....."
The only difference was that at the Poly, she received no help even after numerous requests. What were they supposed to do? Well, believing her would have been a good start.
She never mentioned to anyone at the Poly that this was a "quiet" rest vacation, probably because she was trying to not make a big deal about it, so obviously she did not expect Disney to treat her any different than anyone else on a regular vacation.
Take the meal and be happy?
OK.....let's say you had just bought a new car, and then when you got it home, noticed a scratch all the way down the right side. So you took it back to the dealer and was told "Well, sometimes the drivers have a hard time backing the cars out of the garage. But hey,this can and will happen anywhere.....So, we won't replace the car with one that doesn't have a scratch, or give you your money back.... but please accept this new CD of The Best Of Creed as our apology..."
Hotels are a business like any other business, whether its a car dealership or a hair salon. They promise a level of service and because you trust that promise, you pay them money. In this case, a whole lot of money. When things go wrong with the product, the seller is accountable for that. And the expectation is that they fix it to the customers satisfaction. This is not a new concept. It is the mantra at every sales (or customer service) convention in America.
But, and here's the problem I think. The bottom line motive for good cusotmer service, is to keep the customers you have, and to attract new customers.
WDW resorts don't have to worry about either. They'll pack the hotels no matter what. If they lose a customer over poor service, they'll get two more to fill their place.
I honestly don't think anyone at the WDW resorts ever sets out to give bad service. But I do think that, compared to millions of other businesses, they lose very little sleep over it when it happens...
OK, I'll shut up now.
Thank you ..... exactly. 1st of all....in reply to "familyoffive", my doctor did NOT tell me to go to WDW as a vacation. I booked and paid in full for this vacation 6-7 months before even arriving. And op ERINZ is correct, I NEVER mentioned to the Poly of my health. I would have felt the same EXACT way in what we experienced. I really wish I had the hours and hours of screaming on audio so I can everyone hear. It wasn't the occasional child screaming waking up, or short tantrum. I have no problem with that, and understand those things happen. I guess I really can't expect anyone to understand what I experienced, because you all weren't there. It was kids fighting with each other, hitting each other, it was kids banging themselves against our wall, it was kids flipping that lock on the adjoining door for 30min plus, it was screaching/high pitched noices, it was the kids telling the parents NOOOOOOOOOO, it was Riley and Aaron screaming each other's names over and over again...etc. I could go on and on and on. It was not a child crying because he was scared or children crying just because. The crying commenced because of the children were being unruly. And the parents being oblivious to others around them and allowing their children to act this way.
I guess I shouldn't have brought up my health, as people may take why I brought it up wrong. I am not looking into talking to Disney legal. In this situation, I tried to handle resolution with the cast members calmly. I needed a place rest my head, get some sleep, and enjoy my room. I was looking forward to having breakfast room service, stuffed french toast, but there was NO WAY in the world that was possible. Unless you could eat your breakfast through the shrilling screams, etc. I thoroughly explained my situation and attempts for resolution to every one for them. I really tried to take the rational approach to get some customer service. Although, looking back at it...I feel as though if I was alot ruder,and loud, maybe I would have been heard. Maybe DH should have spoken to them, but I told him not to because all he could do was put the "F" word in his sentences because he was furious. Maybe that would have gotten their attention. Because I sure didn't.
After waking up every morning at 6am....not being able to go back to sleep because of the hours of continuous noise, not being able to go to sleep until the children stopped their noise for hours on end til very late. I made several calls and made several trips personally to the front desk. I handled each conversation with a cast memeber rationally. Not to mention all the time involved of loss sleep and the time/effort it took to address each of these cast members. In this case, I might have got a better response if I would have gotten on my soap box with full force.
Yes....now looking back at it, on my own admission, I guess I should have confronted the parents myself since the Poly was incapable of doing their job. Again, I did not know the Poly was not saying a word to them until the very last day we were there.
I am still a firm believer it was the POLY's job to follow up with the family next to us. Or at least follow up with me and tell me they haven't heard anything instead of having me believe "we will take care of it". I was doing what the cast members told me. Call us when the noise happens. I didn't want to get into a possible confrontation with a parent who may believe their darling children were doing anything wrong. Because not all parents will react positively. The parents themselves were just as obnoxious and inconsiderate as the children. I don't expect such young children to look at the time and know they should be quiet. If the parents don't say anything, then they don't know.
Whatever Disney information program with that somewhat annoying lady explaining her top 5 or 10 things to do at disney, she mentions a suggestion for guests to go back to their resort for a nap. NAP???? I'd like to see anyone of the management or CMs I dealt with take a nap in our room. In fact, the last place I wanted to be was in our room.
I had always known to call the front desk if there was ever a problem. I do not feel the Poly provided ANY customer service until DH called the front desk, somewhat assertive and said, I need someone up here to listen to this noise, as we have offered other CMs to do ~ we were told security would look into it, but DH said we need a manager right now to call or visit us. There was no empathy in regards to my issue until I spoke to the housekeeping manager and front desk manager. Hindsight, I should have directly went to management. But if I'm being told by cast members it would be handled, security and a manager will be notified....am I not supposed to think it's going to be taken care of? I made my numerous calls and visits. It's not like I made one call, never called again, and stewed about it. If the Poly said, there is nothing we can do about it....then I would have known where I stood. At that point, I probably would have asked to be transferred to another resort and gone from there.
And just another note: I was told by 2 very nice Poly cast members this:
* I can tell you...this would have NEVER happened at conceirge longhouse
* The security here isn't the greatest ~ it's better at the GF & Wilderness Lodge
* Sometimes security won't even act upon issues until multiple calls; so what that personal CM does is say that 4 calls came in about room XXXX when infact maybe 2 came in.
At any rate, I really again can't explain what was endured without anyone experiencing it themselves. Or people posting that are parents getting on the defensive. I am embarrassed for the parents that allow their children to act in such a manner, I am embarrased for the POLY for the lack of attention and service they provided in an ongoing situation.
Nothing is more disappointing/disheartening, than planning and dreaming of your WDW stay, only to have something like this happen. There is simply no excuse for the inept and incompetent manner in which this was handled (or actually, mishandled). I wish you the best, and hope you post the outcome (hopefully positive), of this mess. My heart goes out to you with regards to all other issues. Your comments on this forum are appreciated, and well-heeded. Thank you, for taking the time to go into such detail, and for the kind Holiday wishes!
: DF99 
