Horrible service checking in at Poly!

[wdisney9000]

Quick background story. We originally booked Yacht Club, Club Level for Dec. 10th. We had to switch our vacation to Jan. 2 due to work so we decided to try Poly since my wife has never stayed there. (she is a DIE HARD Yacht Club fan). I had to convince her to try Polynesian. So,...we arrive on the 2nd around 7pm. The luggage valet said "i see your staying on our club level, ill escort you inside with your bags to check in".(i dont do online check in). We get to the front desk and after a few minutes the cast member checking us in goes to the back and gets a manager.(i have said nothing at this point other than hello, and gave her my i.d.) He tells me they have us booked in a standard view. I tell him that is incorrect and ask why the manager had to come out and tell us that, if that is the case. Something seems fishy at this point. He is looking in the computer for several minutes and then tells me he doesnt see where i booked club level. I asked why the luggage valet would know i was club level yet the computer didnt? i show him my confirmation email on my phone to reassure him i know what res. i made. he has no answer for me and tells me there is nothing he can do. His tone and demeanor were quite obvious that he thought i was lying to him. This is after i show him a confirmation email from Disney. Maybe because i am younger he thought i was trying to scam him, but the email should have been enough for him. He then tells me he can switch us to club level in 2 days but that the Hawaii building is going down for refurb on the 11th. I was very offended at this point and told him to give me a room and i would handle this another way. He offered NO apology and just gave me a room key with resort map and the all the other stuff. We were tired from travelling and just wanted to get diner so we went to MK and ate and checked out New Fantasyland. The next day we went to Epcot and after checking out Test Track 2.0 (it was very fun, but we both miss the original version ) we walked over to Yacht Club and explained what had happened to the concierge desk CM Emma. She was great. She apologized for our trouble and told us they had an availability on their Club Level and she would have our room changed to Yacht Club. We spent last night @ Poly so we didnt have to switch rooms after a long day in the parks and i got an "ear"full from my wife about how i should have stuck with YC from the begining. I am now typing this from the balcony of our new room from YC as I overlook Crescent Lake! Wifey is happy and now I can enjoy my vacation. The Polynesian was gorgeous and our standard room was very nice, but the service from the manager (F.S.A., i heard someone call him that?) was the most rude service i have ever had at WDW. I never got an answer as to what could have happened to our res. and why it got screwed up. None the less, my wife plans to write a strongly worded e mail upon our return home about it and i will send a glowing e mail for the service I received from Emma @ YC. So, word to the wise, double check your confirmation if you switch dates so you dont experience what we did. Thanks for reading and i would like to know if anyone else has had a similar experience. Now,.... I am off to Starring Rolls Cafe for a nice big sandwich!

 

[DisneyFan381]

Definatley speak up before you leave! Kudos to the YC!

 

[draybook]

I agree about speaking to someone right away. In the few incidents that we've experienced rude behavior from a CM, I find a manager of some kind and take care of it right there. However, just remember to use tact and keep a cool head, it comes across better and they're more likely to see your point(s) and understand.

 

[DisneyDebNJ]

I am so sorry you had a bad experience. We normally stay at the Poly Club level and I honestly never had bad service, especially at Concierge. In fact they always went over and above for me and my family. This past October, we were unable to fly out on our scheduled departure day, due to Hurricane Sandy, and extended two days. They jumped thru hoops for us. Getting treated so well at the Poly Club Level for many years, is one of the many reasons why I am so apprehensive staying at WL for our 2013 trip. The FSA is not the Manager of the Hotel, from my understanding. I would go to the GCH and ask the check in desk to speak to the Manager of the Hotel. Best of luck!!!

 

[Plowboy]

I think we had the same check-in at POR. We have stayed there before and loved it. Will not return! Started with rude check-in who seemed to sneer at me when I confirmed I had called about getting a close room due to daughter breaking her foot. She actually rolled her eyes at me and ended up in probably the worst spot possible. Exactly 1/2 way between 2 bus stops. It was hard to explain but it was her whole demeanor that showed me she was not helping like she could have. I know it didn't help that daughter was all excited about arriving and was hobbling around on her air cast. . But it's different walking 5 feet and walking around a large resort, and she regretted with tears a few minutes later with the pain. Any way hope OP gets some much derserved compensation!

In a case such as yours (and other OP's) a strongly worded letter to management with the offending employee's name mentioned prominently is definitely in order. That may take the starch out of the employee's attitude. It won't make up for your experience, but it may improve the experiences of others down the road.

I should add that we have never had anything but good service during check in at the various resorts we've stayed at over the years. However; I am also a firm believer in rewarding service, both good and bad with feedback. In other words, if you give me good service you get an "attaboy" (a pat on the head). If you give me crappy service you get an "aw sh*t" (a kick in the butt).

 

[Polydweller]

Never stayed CL at Poly before so i wasnt sure how it works there, but at other resorts we were met outside by a CM who escorted us to CL. Once, about two years ago we stayed at WL Club Level and were met outside by a CM and she escorted us to the front desk for check in and then took us up to CL. I thought Poly was similar to that when the valet escorted us in. I was wrong.

Exactly right. At the Poly you go to the valet desk, curbside at the main entrance, and identify yourself as CL. They then get a CM who escorts you to the Hawaii Building, where CL checkin takes place. You never have to go to the lobby desk.

 

[pcarathers]

we're staying at Poly in 2 1/2 weeks....hoping we dont have the same experiences mentioned here, but between me and my sister who is also going, we don't take things like this lightly. my sis surely doesnt...sometimes I am the one quieting her down.!!! lol....helps to prepare for the worst though!