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

[undertheradar]

To clarify my earlier post, we have not stayed here since 1989. Our stay was our honeymoon and it was bad. We went in September 1989 and had a very bad stay. We were greeted by a rude valet who listed all of the jobs that he had or was about to perform. We checked in and were given a room key. Bell services drove us to our room, only to find it occupied(family in room). Our second room had a shower running, with employee uniforms on the bed. Our third room had no doors or bedding. Our fourth room had wet paint and no curtains. Our fifth room had no carpet. Our sixth and final room had hundreds of dead bugs in the bathroom-housekeeping told us we were in Florida- expect bugs! I do not stay at this resort due to this. When we checked out, bell services had a problem with our rental car- the lights had been left on-Thank You, Valet! This will always be my least favorite Disney Resort!

 

[justhat]

I didn't read the entire thread, but I would like to add something about screaming kids. We just got back from a trip to WDW last week and my daughter woke up several times late at night, throughout the night, and early in the morning screaming. She is 9 months old. There was absolutely nothing I could have done to prevent or stop her screaming. She doesn't do it everynight at home (she did go through a phase where she did arounf 5.5 months, but not since then) so there was no way I'd know she would do this. I would never stay offsite in a house for many reasons, most importantly that I was alone with my daughter this past trip and would not have felt safe in a house. She was fine on our 3rd night, but screamed again on the 4th. Not sure what made the difference though. I don't think anyone was in the room next to us (we were in ASMu by the way, so it wasn't us at the Poly!) but if there had been people there I would have felt bad for disrupting their sleep, but nothing I could have done about it. And the screaming was worst at 6:30am for about a solid hour. So I definitely think the OP should have been moved, I think anyone who is unhappy with their room for a valid reason should be, or even any reason so long as there is an empty room. But I also will keep in mind on our April trip (possibly at the Poly) that it's possible that others can't stop the crying/screaming. I know I couldn't and when you're in one room, there's nowhere to go to muffle the sound.

 

[EltonJohn]

After spending 4 nights at AKL, we moved to the Poly. We checked in around 11am. Of course I didn't expect the room to be ready, so we headed to the park. We got in our room around 10pm, and was greeted with 2 screaming children. This went on til 11:30pm. We thought this might have just been an isolated incident. The next morning, we were woken up by 2 screaming children at 6:30am. This went on til 8:30am....NON STOP! <snip>

Yikes! This sounds more like a certain noisy dorm at Baylor than it does a resort at WDW! And vacations are suppossed to be relaxing.

Did you ever go to the noisy room and complain to the "parents" (and I use that term loosely)?

 

[erinz]

WOW! Out of control! This can and will happen anywhere. The only difference? All of the information available here. A note from the doctor would probably receive a note from the legal department. What are you looking for? Put what you are expecting into a letter and let the complaint run the course. You were at WDW, a known family attraction. Now you want to introduce that your doctor "ordered" quiet and relaxation. How many doctors would suggest WDW? This is why Disney has a legal department, to fight these types of "complaints." Yes, there were guests making noise and you complained. You didn't request a room change until later. You expected Disney to "enforce" your "quiet" rest vacation. Honest, take the meal and be happy. The further this thread goes, the less weight the arguement carries. WDW is a family vacation magnet. If I wanted "quiet," WDW is the last place that I would consider. No, you should not have had to endure the constant noise, but few would. Adding in the approach of a doctor's note creates the possibility of a vacation that was too expensive? I'm not accusing you of this, I just don't understand why it would be important. There is no excuse for bad parenting. WDW is limited in how it can interact. If they err and intervene without enough proof, they will be sued by the family accused. If they don't do enough(in the eyes of the complainant), they receive negative publicity like this.

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.

 

[bexareaglecheryl]

I think some of the problem with lack of customer service at WDW might be the pervasive use of college kids. I don't know how much $ these kids make or what situations they are put into or required to be a part of, but it seems like some of them just aren't up to the arduous task of imparting guests with a little Disney magic. And the OP here certainly talked to her share of 'non-magical' CM's, it seems.

On our trips to WDW these kids have given the very best of service and the very worst of service. I know they come down to Orlando to have a great experience and I'm sure many do. On our trip a few weeks ago, my husband and I remarked on how so many of them looked tired and over-worked. (Ha, maybe they party too much?) Several problems we have had (that centered around the front desk) were with these college kids. Some didn't want to go to what they perceived as extra trouble, didn't know how to handle certain situations and didn't want to go the extra mile to find out, or just lacked follow through (maybe they hadn't learned that in the program yet. Or maybe they were befuddled by having to still use the DOS computer system that many Disney resorts still utilize.)

We met many of these college kids who were more than wonderful. One day outside our resort while waiting for a taxi, I talked to a young college girl who had applied for one of 50 positions as a Disney Managment Trainee and Disney would have been crazy not to place her. She worked at the Valet/luggage stand and at the front desk and was the sweetest, most helpful employee we encounted at our resort. She admitted that she loved Disney and the Disney magic.

It seems like I remember reading that being a Disney employee was once a point of pride, now it seems as if we're hearing more and more about it just being another job.

 

[DorotheaJN]

I didn't read the entire thread, but I would like to add something about screaming kids. We just got back from a trip to WDW last week and my daughter woke up several times late at night, throughout the night, and early in the morning screaming. She is 9 months old. There was absolutely nothing I could have done to prevent or stop her screaming. She doesn't do it everynight at home (she did go through a phase where she did arounf 5.5 months, but not since then) so there was no way I'd know she would do this. I would never stay offsite in a house for many reasons, most importantly that I was alone with my daughter this past trip and would not have felt safe in a house. She was fine on our 3rd night, but screamed again on the 4th. Not sure what made the difference though. I don't think anyone was in the room next to us (we were in ASMu by the way, so it wasn't us at the Poly!) but if there had been people there I would have felt bad for disrupting their sleep, but nothing I could have done about it. And the screaming was worst at 6:30am for about a solid hour.

I too have plenty of stress in the real world ( Had a bad scare last year. I'm a cancer survivor and the doctors though that the cancer might be back. Luckily the tests were negative) and I try very hard to leave it behind when I go on vacation. I try to remember that the people around me might have a bad day and I shouldn't try to make it worse.

My kids are older now so I no longer have that problem, but yes sometimes there is noice at the hotel, and I do think that what the OP described was excesive and bothersome. But I have had kids wake up from a nightmare in the middle of the night and needing comfort. And like another poster said that sometimes takes a little while to calm down the child in question.

I try to handle things with humour and maybe a little irony. Last time we stayed at the CSR in a ground floor room, the family next door let the children play noisily outside our room early in the morning (around 6:30 AM) several days in a row. They woke up my entire family. On the third day around 7:30 AM when the next door family was getting ready to leave, I opened the door as the mother was talking to her kids outside. I smiled at her and said good morning. Then I remarked what a pleasure It must be to have children who are so easy to get up it the morning, lamenting the fact that my family always slept in. She smiled back and we talked for a while. Before she left with her family she said she was sorry if the kids had bothered us in the morning and to have a nice day.

The following 4 days we had no problem with noice in the mornings or at anytime and our kids and their kids even played together at the pool. Problem solved

I refuse to spend 23 hours of a vacation day being anoyed at what happened earlier. Yes sometimes people jump the line - Well maybe they're in a hurry - I'm not, I'm on vacation. I know some people will not be considerate and some will be downright rude. Others just have a bad day. I try to smile friendly even to those who jump the line, or run me down with a stroller or an EWC.

I like to enjoy my vacation and refuse to let small thing destroy that

Helle

Only 3 more days.....

 

[kathylovesdisneyworl]

.

I try to handle things with humour and maybe a little irony. Last time we stayed at the CSR in a ground floor room, the family next door let the children play noicely outside our room early in the morning (around 6:30 AM) several days in a row. They woke up my entire family. On the third day around 7:30 AM the next door family was getting ready to leave I opened the door as the mother was talking to her kids outside. I smiled at her and said good morning. Then I remarked what a pleasure It must be to have children who are so easy to get up it the morning, lamenting the fact that my family always slept in. She smiled back and we talked for a while. Before she left with her family she said she was sorry if the kids had bothered us in the morning and to have a nice day.

The following 4 days we had no problem with noice in the mornings or at anytime and our kids and their kids even played together at the pool. Problem solved

I refuse to spend 23 hours of a vacation day being anoyed at what happened earlier. Yes sometimes people jump the line - Well maybe they're busy - I'm not I'm on vacation. I know some people will not be considerate and some will be downright rude. Others just have a bad day. I try to smile friendly even to those who jump the line, or run me down with a stroller or an EWC.

I like to enjoy my vacation and refuse to let small thing destroy that

Helle

Only 3 more days.....

AMEN.

What a great way to handle your problem. May not work all the time, but it sure is worth a try.

 

[vjc715]

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.

 

[vjc715]

This is what I found about what the Walt Disney World web page says about their Disney Resorts:

**Stay where the magic never ends and every dream is just a wish away. There is a Walt Disney World® Resort for every taste and budget, where you're always surrounded by Disney signature quality, service and special benefits

This is what it says about it's Deluxe Resorts:
Experience the ultimate in Disney luxury, style and service.

I hardly feel that I received any quality or service. Besides from the Bell hops, Maintenance man and server from Ohana's. I did LOVE alot about this resort! I loved the grounds, pools, lushness, view from the beach, ease of getting to the TTC, parking are rental car was easy, and the walk wasn't far like the AKL. If the Poly took action to our complaints/situation, I would have felt comforted with staying there again. Because at least I know if something went wrong, they would do something to help us. But I really don't have that "comfort" level with this resort.

 

[undertheradar]

First of all, security is a separate department at Disney. I would never suggest confronting another guest. You don't know who they are or what they may keep in the room or in a car. I worked for Marriott in the security department and there are all types of guests. I have removed guests from rooms(40+ kids sleeping in a room for 6), performed room by room searches with the fire department- looking for hot walls after a false alarm, pulled drunks out of the pool, escorted guests with cranky babies to quieter areas of properties. Complaints come in all types and sizes. I had guests complain of noise. I would go in a room near the complaint area(could be multiple floors) and hear nothing. Other times I would hear loud voices and music(2-3am) and attempt to quiet those rooms. No matter how the situation is handled, someone is unhappy. In your case, the Poly didn't do enough or what you thought that they should. My father is retired from the WDW security dept. and said that there were many limitations placed upon security. As others have stated, the primary goal of the resort is to get you to come back. Generally, if all of the complaints come from the same room, the staff tend to brush them away. When you have multiple complaints coming from numerous rooms, action is taken immediately. While none of us was there to endure this situation, it can and does happen at many hotels. There are now many hotels that offer a free night if your stay is unsatisfactory. The catch? You must check-out the very next morning. I'm not saying that it is right, but you could have requested a resort change. You were not happy in either room and that would make it harder for management to offer further assistance. Again, I would never take the issue into my own hands and knock on another guest room door.

 

[Amberle3]

We have had unruly neighbors in the past and I always go into the hall, check to make sure I have the correct room number and call them on the phone and politely ask them to quiet down, that they are disturbing us. I have never had to call twice.

This is pretty close to what I do. First I call the front desk and ask them to either call or visit the room (depending on what's going on). If I can hear the screaming then I know I'll hear the phone or someone having to pound on the door. If nothing's happened in 20 minutes then I call the room in question and ask them to please keep the volume down otherwise I'll have to call security. If they're still being loud 10-20 minutes later, I call the front desk again and tell them that there's been no change in the noise level from the room beside us, that I had to call the occupants myself and they have continued to be disruptive, and that I would like security to go there ASAP. Depending on the type of noise coming from the room (partying, yelling at children or whatever) then I tell the front desk that if they do not respond I will have to call the police. That usually gets them down there.

Although I've also found that if you ask whoever you're speaking to on the phone to repeat their name at the end of the call ("Thanks very much. And just so that my notes are correct, can you please repeat your name for me?") that usually makes them a little nervous and prompts them to act a little more quickly.

Don't get me wrong, I'm not in the habit of calling about noisy rooms. But I have had reason to call on a few occasions. A few times because of drunken and disorderly guests. A few times because of out of control children. Once in Las Vegas because the guys (yes, more than one) in the hotel room next to ours had an "escort" in the room with them and they were being rather loud (that one required 2 calls to the front desk - wasn't about to call their room directly - and when I explained in the second phone call exactly what was going on security was there within 5 minutes). When I've had to call rooms directly most times they've been pretty apologetic, but the odd time they've been downright nasty, beligerant or threatening (that gets another call to the front desk right away).

But considering that I've traveled at least every other month for the last 10+ years, it's really a very small percentage of times that I've had disturbing neighbours.

 

[eeyore0062]

bloodundefined"I'm not saying that it is right, but you could have requested a resort change."

I was thinking the same thing. Since the OP had a very relaxing stay at AKL, when things weren't solved to her satisfaction, why not ask to return to the previous resort? It would have prevented all kinds of heartburn and high blood pressure on everyone's part. I know this has been done when there is something that is not to the guest's liking, and the resort in which they are staying cannot rectify the situation to the guests satisfaction. However, it is probably not something that is offered, but must be requested.

I am truly sorry about your stay, especially since we had an experience so different from yours at the Poly.

I am afraid that we are only fueling your fire here, and perhaps it is time to let the subject die, so you can have some peace.

Happy Holidays!

 

[jewellmmc]

That's horrible. I've never had even a slight bit of trouble at POP,or any of the All-Styars and there are probably more kids there!

 

[dreamflight99]

How very sad to read such a commentary in regards to a visit to the Poly, or any other WDW resort for that matter. I certainly hope the management responds accordingly, and amends the situation to your satisfaction. It definitely appears as if some sort of additional remuneration is in order, (apart from the dinners in Ohana's). I wish you a wonderful holiday season, and hope this experience has not soured you on future WDW visits.

TTFN...DF99

 

[vjc715]

Thanks so much! Happy Holidays to you too!!!!

 

[dreamflight99]

"You're very welcome!" 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!

Truly...

: DF99

 

[cavecricket]

parents need to learn how to discipline their children better.......i dont mean beat them or anything but lets face it, kids today are out of control. not trying to start a fight or anything but alot of kids these days have NO respect, not just for their own parents but other people as well, sorry to hear that irresponsible adults and disrespectful children ruined your stay .... and as for colic or being sick, come on not that many days and if your kid is that sick where they are screaming day in and day out maybe you should take them to the hospitol ... i had a disturbing experience as well ( not near as bad ) but it had to do with a little boy maybe 5? he kept banging the wall possibly kicking it , he was having a tantrum because he wanted to do a character breakfast...how do i know this, well the extrmely rude parents decided to continue the argument in the hall as we were leaving our room as it was soooooo loud and rude....again very sorry to hear about that ...

 

[tinkerbellmagic]

There was no empathy in regards to my issue until I spoke to the housekeeping manager and front desk manager.

See, unfortunately, that is what I have noticed about service these days. It is rare that anyone ever says they are sorry. I guess it still surprises me when something happens where an apology would be very appropriate, if not expected, and there is nothing. I'm not just talking about Disney, but there were many examples of this during my visits there.

Tink

 

[lookingforward]

This is a very interesting thread. My opinion is that we ALL deserve a peaceful and quiet enviornment when we come back from a long day at a theme park. I feel for the OP! I have been in similar situations and it is so frustrating. I also agree that directly confronting the parents would not have done anything. Its one thing to speak with a parent whose kids are running and screaming down the halls because they may not know about it. But if the parents are IN the room with the obnoxious kids then they are accepting it. I once asked a hotel neighbor to be quiet and it just made it worse. They kept yelling "HUSH, be QUIET or that mean lady will call the POLICE" Real class!

The Poly was OBLIGATED to investigate reports of screaming. There are no two ways around that. Quite simply they should have had their security (all the hotels have them) investigate the report immediately. I am a Domestic Violence expert and work with a police department. All managers and supervisors are trained (I know cause I have done these trainings) to be proactive to mitigate damages. They are also mandatory reporters for child abuse. Obviously, WDW is not that keen on being associated with child abuse reports but they should make sure those kids are not screaming because they are being hurt or have been left alone in their hotel room. Once they assess and assure the kids are not being mistreated, there is no adult domestic violence incident occuring and have ruled out sexual assault; they should then give the offenders a warning. Violence occurs, unfortunately, even at WDW.

Once a warning has been issued then they should check back periodically and if the parents don't work to make it better they should be moved to a room with no adjoining neighbors, etc. I have three kids and my first had tantrums (he is now, thankfully, a wonderful 14 year old!). We lived in Japan when he was little and I had to travel extensively with him and his "attitude". On a long flight or in a tiny Japanese hotel room I would carefully watch for his "meltdown" signs and try to stop it from occuring. It took constant monitoring and work on my part and was not always successful. There were times I had to apologize to my neighbors on airplanes,e tc. It is interesting how nice people can become when you say "I am soooo sorry". They will even offer advice and help.

 

[garydeb]

I'm sorry to hear about your noisy neighbors. We had something like this happen at OKW. It seems like it happens alot to us. Our lovey neighbors at OKW in May let their child scream at 3am for over a half hour. We call the front desk and it still went on for another 1/2 hour until we went outside to check their room number and called them. They answered the phone on the first ring and wanted know what we wanted at this hour. My husband told them we wanted to get back to sleep but their screaming child was keeping us awake. The child was quiet within a minute. I can't see why some parents let their kids scream for them in a hotel when they have to know that they are waking up everyone around them. This kid was screaming at the top of his lungs for his mommy for over a hour!!!! I know that kids will be kids but this was too much in the middle of the night.
It can happen anywhere not just at Poly.......
-garydeb