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!

 

[Master Yoda]

Just FYI...if you are looking for compensation for the mistake, and you should be, get it worked out before you leave. If you wait until you get home they have little reason to give you much more than a heart felt apology.

 

[CinderellyKelly]

Just FYI...if you are looking for compensation for the mistake, and you should be, get it worked out before you leave. If you wait until you get home they have little reason to give you much more than a heart felt apology.

I agree. I would say something to another manager at the Poly before you leave.

 

[Innkeeper's Club]

Just FYI...if you are looking for compensation for the mistake, and you should be, get it worked out before you leave. If you wait until you get home they have little reason to give you much more than a heart felt apology.

Agreed with this because it's best to say something now and this way someone from WDW can look at right a lot faster.

 

[dave&di]

We stayed at the Poly in 2010 and prior to our trip I had read on various forums that the check in desk CMs are generally rude, I never make judgements until I experienced a rude CM upon check in!!!

When we booked with our TA they only had garden views available but we wanted Lagoon view, our TA said they would put a request on our booking and that we should ask upon arrival, we phoned our TA a week before departure to check a note had been made to which we were told the resort had been informed. Anyway!....

Upon arrival at the Poly the female CM seemed friendly enough until when she said we had a garden view to which my OH mentioned we had tried to book lagoon and that our TA had said a request was made, her mood changed instantly, she snorted at him and angrily stated" you have booked a garden view room!" she hadn't given him a chance to explain the situation, she instantly got her back up! It was as if she instantly thought we were about to kick off! It was a bad first impression of the resort.

This did not affect our stay though and we got a lagoon view 2 days later!

 

[Hakunamatata]

Agree with what others say. If its worth writing a letter when you get back it's worth doing something about it while you are there.

 

[coachwnh]

I havent had any bad experiences at poly, but the service we have had at Yacht club has always been outstanding (really second to none)!

 

[wdisney9000]

Thanks for the advice guys! i will probly bring it up with management this evening. A good chunk of our first day was taken up by dealing with this issue. perhaps if they give me a discount on an extra night we can get that lost time back. We will add an extra night either way though. Kudos to the YC staff for handling it swiftly and professionally. We finally feel "home". Just returned to the room from HS and it was packed! Heading to La Hacienda for diner and will report back what mgmnt does about our problems. Thanks again!!

 

[disneygirl76]

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!

I am so sorry this happened to you. We had a HORRIBLE person at POR! She had one of the 10 year pins so it was like, who am I going to complain to. But honestly she was such a B*&#! She belittled my DH and I and talked down to us and was SO rude. I ended up getting upset and crying but not in front of her b/c I think secretly she enjoys that. I am so sad to see this b/c its like, its disney! This shouldn't happen. Go work for someone else if you hate the disney magic so much. Ugh - now i'm all aggravated. I'm SO sorry you had a rotten Poly experience. We too love the YC! And enjoy the rest of your trip!

 

[MidwestGirl]

I am so sorry this happened to you. We had a HORRIBLE person at POR! She had one of the 10 year pins so it was like, who am I going to complain to. But honestly she was such a B*&#! She belittled my DH and I and talked down to us and was SO rude. I ended up getting upset and crying but not in front of her b/c I think secretly she enjoys that. I am so sad to see this b/c its like, its disney! This shouldn't happen. Go work for someone else if you hate the disney magic so much. Ugh - now i'm all aggravated. I'm SO sorry you had a rotten Poly experience. We too love the YC! And enjoy the rest of your trip!

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!

 

[disneygirl76]

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!

Yes, its hard to explain but I think we had the same person bc the attitude and vibe was exactly the same. I'm sorry that happened to you. We won't stay at POR again either, not just b/c of her but b/c of other reasons. I would recommend it but its not for us.

 

[Figment_Dreamer]

Just as a general note, an FSA is NOT a manager. FSA's are the step between the check-in cast members and the managers. They're in charge of keeping things under control at the front desk essentially. They all wear the same identical suit, generally with a colorful scarf. If I were you, I would go back to the Poly and speak to a manager and explain the situation. Managers are, generally, more sympathetic for better or for worse in some cases. Make sure to bring your confirmation information, or better yet print it out with the room type highlighted. Glad you're loving the Yacht Club!

 

[Hakunamatata]

Managers are, generally, more sympathetic for better or for worse in some cases. Make sure to bring your confirmation information, or better yet print it out with the room type highlighted. Glad you're loving the Yacht Club!

That's because, in general, unless the manager just senses a case of bs they generally don't want to tell the customer no.

 

[Figment_Dreamer]

That's because, in general, unless the manager just senses a case of bs they generally don't want to tell the customer no.

Truuuue facts that. Hence, the for better or worse. I've seen managers give compensation even over BS sadly. Too many people try to cheat the system at the Disney hotels.

 

[ugotzme]

I see this happing more and more. That's why we have fallen in love with the swan, great service, pricing is good and I earn points for free nights.

 

[TDF]

I am so sorry you had an issue checkin in at Poly! We just came back and stayed at GF and had an amazing check-in. Someone greeted us right off the bus and walked us through the hole check-in process. The girl was so sweet and even gave us some surprises such as the New Year even they are having in the lobby. I had such great experiences with cast members I am doing the DCP when I can!
- Justin

 

[KeithVH]

Just rambling here so don't take this wrong but why didn't the valet take the OP right back to Hawaii for a conceirge CM to check in there? Has that changed? I'd have reamed someone a new one if, when booked at club level, I had experienced that.

Then again, concierge at the Poly is not what it was years ago.

 

[Polydweller]

Just rambling here so don't take this wrong but why didn't the valet take the OP right back to Hawaii for a conceirge CM to check in there? Has that changed? I'd have reamed someone a new one if, when booked at club level, I had experienced that.

Then again, concierge at the Poly is not what it was years ago.

I wondered about that too. The valet is supposed to get someone to take you directly back to the Hawaii Building. We never see the front desk anymore so if the valet greeted them as CL then they should have been taken there. All CL checkin is done there.

But got to say, the concierge arrival process has actually really improved in the last two years for us. Much smoother than previous years and the concierge staff have always been really helpful. So I don't agree with the last statement.

 

[wdisney9000]

Just rambling here so don't take this wrong but why didn't the valet take the OP right back to Hawaii for a conceirge CM to check in there? Has that changed? I'd have reamed someone a new one if, when booked at club level, I had experienced that.

Then again, concierge at the Poly is not what it was years ago.

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.

 

[s&k'smom]

That's just a rotten way to start your vacation, I'm sorry you dealt with this. I would speak with the manager at the Poly as there may not be compensation but at least this person's behavior would be noted. I have heard wonderful things about the CM's at the yacht but at the Poly too. Our last stay at GF we had the most wonderful greeting when we got out of the car and it started off the week wonderfully. Enjoy the yacht club!