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Topic: Polynesian Concierge Report Oct 9-16< Next Oldest | Next Newest >

amazing nj Offline

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Posted: Oct. 17, 2003 9:18 am/pm Quote

Our family trip to WDW was mostly positive. My wife and two sons ages 7 and 3 had a very good time. We were there to celebrate my sons 7th bday and our 10th anniversary and it was our first family trip to WDW.

The Poly is a really good resort, but with all due respect if it was not in WDW it would not be worthy of this fine website.  The Tahiti building was is good but not great shape.  It is showing moderate wear and tear.  The lounge and food selections were as others have described it (good and varied) and they were plentiful and always refilled. Most of the time there were small or no lines for food except right around 5pm when tons of people descended on the food even before it was finished being put out.  Sometimes it was hard to find a table at breakfast, on other days we had choice of any table.

The rooms were well sized but the beds and pillows and towels are of lower end hotel quality--think courtyard by marriott quality. Nothing wrong just not worthy of an upscale hotel. On our last day the landscaping was being finished for the renovated Hawaii building so I imagine that would be nicer since there is no wear and tear.  We noticed if the kids did not wear slippers their feet would turn dark from the carpet but that type of dirt problem is not unique to this hotel. The dust that covered the bamboo rails was very visible, especially over the sliding doors, and yes, the musty smell appeared here and there in the room especially in the entrance way but it was not overwhelming. We had room 3016. By the way the view was great, despite a few palm trees blocking the castle.  

We went to all the parks and rented power boats and enjoyed the pool and fireworks from our balcony.  All in all we did alot and we had a great time despite the heat.

The only two really negative parts of the trip were:

1. Disney does not excersise appropriate crowd control at the MK.  The night we arrived was a special event and epcot closed at 3pm to lauch Mission Space and MK was introducing the new Wishes fireworks.  We checked in and went straight to MK only to find the park so overcrowded that you could not move.  After the fireworks, it took 35 minutes to get from frontierland to the boat dock and and another 40 minutes to get on a boat.  Fireworks were over at 9:15 and we made it back to the Poly at 10:30.  We returned the next morning but  by 11am it was so crowded that Peter Pan had a 60 minute wait.  So we went to Epcot and that was fine. I know it was a special event but there must come a time were admission to the park is limited.  Rumour has it that Disney had to open emergency exits that first night to let the crowd out.  

2. Most of the CM's were great in the parks and at the hotels.  Most smiled and were helpful.  Most went out of their way to accomodate. In the hotel, almost everyone was friendly whether they were delivering room service or cleaning the lounge.  BUT and I saved this for last because I did not want anyone to think we did not have a great time or that the concierge desk staff ruined our trip in anyway BUT.. the conceirge desk staff has to be the least helpful CMs at the resort.  

A few examples.  We arrived at 2:15.  There was only one person at the three desks and she was helping a couple who was making two or three meal reservations for each day of their stay and they had tons of questions.  There was one other guest waiting to pick up tickets and then us.  At 2:50 (35 minutes after arriving) two more employees finally showed up, sat at their desks and started making phone calls.  A few minutes later one of them finally called the guest ahead of me over and then the last one called us over.

The scene went something like this:

CM: Can I help you?

Us: Yes. We would to check in.

CM: Oh?

US: Is there a problem

Phone Rings. CM answers it and starts making walkie talkie calls.  Is room xxxx ready for some guests at the main building who are coming over now.  etc

CM: Excuse me one minute and she starts playing with her keyboard.

US:  ....waiting....

CM: My computer wont let me do check ins.  You have to wait for one of the others to help you.  

Us:  I guess 45 minutes is not long enough of a wait to check in this is ridiculous.  Didn't you just ask someone if a room was ready.

CM: Yes, but that guest is checking in the main building.  I cant do check ins.

Us: Are there rooms ready?

CM: I dont know.

Us: Cant you call whoever you just called to get a room.

CM: No.

Finally we switch desk and begin the check in process.

CM: Hmmmmm....

Us:  Hmmmmm what?

CM:  I see you requested a third floor rooms, but I only have second floor rooms.

Us:  You know what we will go to the park and when we come back you can have a third floor room for us.

CM: We have no more third floor rooms.  We are very busy tonight.  You have to take a second floor.

Us: Can't you call whoever the other CM just called to see if a third floor room is availble.

CM:  My computer is giving you a second floor room

US: I know but maybe they are almost finished cleaning a third floor room.

CM: No only second floor is available.

Us: Just call please

She calls and guess what PLENTY of third floor rooms available and she gives us one.

That was just a sampling...  Any request was too much for them.  My question:  what park opens early tommorrow.  Conceirge CM answer:  heres a guide look in it as she hands it to me and turns away.

Nothing was sent up for our anniversary so I asked if something could be done for my sons birthday and the response of the CM at the desk was: did  you tell us it was his birthday or is the first time you are reporting it.  

Reporting it, what is his birthday a crime? I told them when I made the res, I filled out one of the forms they sent a few months ago, and I confirmed that they had in the computer it was our anniv and his bday upon checkin.  He looked in the computer and saw that what I said was correct and said he'll take care it which he did.  However, unlike others who said the conceirge did nice things without asking, we could not get them to do anything with out pulling teeth.  They were nice enough but if I could use one word to describe them it would be clueless. Despite their lapses we loved WDW and will return.


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RichKoster Offline

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Posted: Oct. 18, 2003 12:25 am/pm Quote

Quote (amazing nj @ Oct. 17, 2003 8:18 am/pm)
The rooms were well sized but the beds and pillows and towels are of lower end hotel quality--think courtyard by marriott quality. Nothing wrong just not worthy of an upscale hotel.

This is how it is at all of the Disney-owned resorts (even at Disneyland Resort in California).

Not everyone realizes going in that what Disney calls a "Deluxe" resort is not the equivalent of a 5-star "deluxe" hotel elsewhere (even though the prices can be about the same).

But while they don't have the extra-fancy beds and pillows, as you say being at WDW adds a lot to the experience. And in the case of the Polynesian Resort, I haven't found a resort that pleases me more with its theming and follow-through in all of its details.


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muffycat Offline

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Posted: Oct. 20, 2003 9:25 am/pm Quote

We  had similiar problems for our trip 3 months ago.
We enjoyed the Poly before as this was our 3rd time there.
From check-in time it was not good.  
The bellhop had taken my family to the room while I was checking in. After waiting 40 minutes for a CM ( they were all clicking away on their computer), we were given a 1st floor room. I had requested a 3rd floor.  I was told nothing was available at the time.  The cards they gave us did not work.
So I went back to the desk.  This time I asked again about the 3rd floor- they were checking.  Also we arrived on my daughters 12th Birthday.  I talked to them numerous times and even faxed out intinerery with the information.
They lost PS to some restaurants.  At this point I asked to speak to the manager.  They told us to go back to the 1st floor room and they will call us.  By now, I didn't trust them
so I waited in the lobby, 60 minutes later he comes .
He listened to our problems and apologized.  The CM then perks up and says the 1st floor room was only until they cleaned the 3rd floor.  That's not what they told us earlier!!!
They finally got us a room on the 3rd floor.

Another time we were going to 50's Prime Time cafe for dinner
and asked the CM for a reservation.  She said only 6:30 was available(we were going for 5 ish).  We go to the restaurant in the afternoon .  They said come in anytime.  Then I asked why our CM had only 6:30 available, she didn't know why because it was empty that day.  She even showed me the reservation list with VERY little names on it.

Again another time,  I asked them if they can switch our
Hoop-Dee-Revue dinner time.  She's clicking away with no success.  I know this is very popular and under normal circumstances I would believe them.  But after our poblems with them so far I wasn't totally convinced. I asked them to call,with still no success. So I asked for a phone number that I could call them.  And guess what we got it!!
As much my kids like the Poly, we might try the Yacht club next time.  We went to ckeck it out and seemed to like what they saw.

I was sorry to  say our stay wasn't as "magical" as previous.


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RichKoster Offline

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Posted: Oct. 20, 2003 1:53 am/pm Quote

Sorry to hear about the problems you had at the concierge level. I've never been able to afford staying at the Polynesian Resort at that level, but I've always had great service when I've stayed there as a non-concierge Guest. From check-in to Guest Services to the mousekeeping staff, it has always been top-notch.

Perhaps try the Polynesian again, but not in the Hawaii building?


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JohnnyTarHeel Offline

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Posted: Oct. 23, 2003 5:54 am/pm Quote

I must say I noticed the wait times for people to access a front desk CM in concierge could get long at times, especially on the weekends.  I don't think it was them not doing their jobs as much as it was a problem with understaffing.  The day we checked in there was only one person at the desk and she was having to give all kinds of directions and instructions to an elderly couple that had obviously never been to Disney World but wanted her advice on everything imaginable.  Then another guest checking out was giving her a hard time about not receiving a package that was supposed to have been delivered a few days back.  Turns out after the guy left in a huff, his credit card had been declined, so there was no package in the first place.  The only thing that happened to us that was a bit frustrating was when we checked in, our third floor room was not ready so we were told someone would come down to the lounge to get us when it was ready.  After over an hour of sitting around I went down to check again and the room was ready...I guess they forgot to come find us.  Overall though the staff was helpful and efficient during our stay.  Sorry to hear about these problems other people had.  I think some of this may also be the fact that all these packages they're selling are pushing the resorts to overload...I'm amazed to hear that the MK would be that packed this time of year.  We've started avoiding the MK on weekends entirely since it really fills up on those days.  I guess all those "media events" they were having recently really messed up a lot of visitors' plans.

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muffycat Offline

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Posted: Oct. 24, 2003 8:51 am/pm Quote

I do agree with you about the packages.  The CM were trying to help people while sorting the packages.  At those times  a little wait is fully understandable.  Some of the packages were small enough to fit in my pocket(rings,necklaces etc).!
However, that wan't the case when we checked in. There were 3 CM's at their desk  clicking away on the computers.
I guess we must have caught them at a bad period.
But when I am paying for concierge I would like to receive some of the services.  The CM in the GCH were more helpful.


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RichKoster Offline

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Posted: Oct. 24, 2003 1:06 am/pm Quote

Quote (muffycat @ Oct. 24, 2003 7:51 am/pm)
There were 3 CM's at their desk  clicking away on the computers.
I guess we must have caught them at a bad period.

Hmmm, I wonder if that is when they were trying to deal with the overbooking problem the software caused?
:help:


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Figaro Offline

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Posted: Oct. 25, 2003 4:09 am/pm Quote

I must also add a not so wonderful expirence at the Concierge.  I will tell more but short on time right now.  But, we had a leaky toilet with hopefully just water on our floor.  We are patient folks, maybe we were doormats this time but it took them 4 days to fix our problem.  We could not use our bathroom without shoes and had to step over puddles near the toilet.  The room we had was 3529, beware!  It took 4 days of our vacation and countless CM and 2 managers before they thought to move us into a new room!  

I will report more on this when I have more time!

Figaro - happy to be home with a non-leaky toilet!!!!


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Posted: Oct. 25, 2003 7:15 am/pm Quote

Yoo Hoo, Figaro!

Was this very recently, in the just-renovated Hawaii building, or was it over in Tahiti?

If it was in Tahiti, that just goes to show that problems like this can happen anywhere (because Tahiti isn't normally the concierge building). Why do I say this? Because no one on the concierge staff does plumbing -- the same maintenance department that handles concierge also takes care of the non-concierge buildings.

So what I'm saying is, your plumbing problem isn't a complaint against concierge specifically but the Polynesian Resort maintenance department - - and for all I know, a problem such as what you experienced might be a resort-wide plumbing department and not Polynesian-specific.

If it had been me, I wouldn't have waited for anyone to think of moving me to another room -- I would have asked right then and there for another one, even if all they had was an upgrade. And I mean this even if I hadn't been staying at concierge. If you were already in the top-of-the-line (lagoon view concierge) then I would have asked for something else from them to make it up to me if they couldn't move me into another LV concierge room right away. I'm sorry you didn't do that yourself as soon as you noticed the problem. No telling how long that condition had been like that before you complained (and how unsanitary the floor was in there) even though you tried to walk around the puddles. If other people stepped in the puddles, then the germs were spread to the entire room (meaning, even out of the bathroom itself) and there's no way I would have stayed in that room even after the toilet was fixed.


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Figaro Offline

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Posted: Oct. 25, 2003 10:37 am/pm Quote

Further information on our not so wonderful Hawaii Concierge stay.  And Rich, I do feel that the Concierge staff is at some fault, I will explain further.

As I stated before, we had a leaky toilet with hopefully just water on our floor.

Day one: We spent the first night in Tahiti, and I must say the room did have a smell to it  :(  

Day two: Upon check-in yesterday, we did ask to move into Hawaii.   The concierge CM stated that she was going to ask her manager to come in one hour early to help get all the guest moved.  We had a Keys to the Kingdom tour scheduled for 8:30am.  So dear Husband went to the Concierge desk at 6:30 am, as advised by CM yesterday, to find it empty until 7am then he was told that they are not ready to move guests over until 9am but would like everyone moved by 11am.  Again, we explained that we have this tour scheduled and would be gone during this time frame. We were then told to have our bags packed and hold them in storage until we returned to the resort. So we called and had our luggage placed in storage.  About 2:30 we returned to the Polynesian and re-checked in at the main house and were assigned our room, 3529.  We noted the small puddle near the toilet, I thought that it was from housekeeping mopping the floor.

Day three:
By the next morning we realized that the puddle was growing bigger and bigger.  We reported that morning to the CM at the concierge desk and we called maintance also to report the problem ourself.  After returning late to our room we found a newly cauked base to our toilet and a milky white puddle.

Day four:
up bright and early to report that the fix did not work to the CM at Concierge desk. We were told that we would be taking care of and that a manager would leave a message on our phone, because we were going to the park.  Guess what we heared from NO ONE!!!  No message was left for us and no visit by maintance.  The puddle grows bigger.  We did not get back to our room until after midnight due to MNSSHP, so not CM's to be found.

Day Five:
We again went to the CM at the Concierge Desk, we were told that the CM would personally see that 'we were not jerked around any more'.  We were back mid-afternoon and again NOTHING was done and no message!!!!  Back down to a different CM at the desk, he was the most unfriendly person.  He looked up our room number and stated that 'Well, it was cauked 2 days ago'.  We explained that we had talked to another CM this morning and that we would be taking care of.  The rude CM state 'well what he says and what he does is another thing'.  We only had a few minutes before our Dive at EPCOT, so we could not stay for a manager.  But upon our return we found one of our clean bath towels was used as a stop gap.  It even had a dirty work shoe print on it, no message, no notes.  It was late again no CM.

Day Six
Just not happy at all, once again back to the CM at the Concierge desk.  Well, they looked up in the computer and stated well we moved you yesterday to LV.  Guess what, no one bothered to tell us!!!!!   They did not know what to say, we were fixed in the computer but no one talked to us.  The Guest Service manager, Ollie made a visit to us  the Concierge Manager just stood there and never spoke a word.
We were also refunded one night stay and upgraded to LV.  Our new upgraded room was on the second floor, no balcony and our view was 75% palm trees, no castle view and you could only see the last 2 floats of the water parade, due to the trees.  So, if you are assigned room 2509, you will not have a castle view and have a very limited lagoon water view.  But, guess what?!  No leaky toilet!!!! And 3 days left of our vacation.  NOt impressed with the Hawaii concerige service.

Figaro


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