View Full Version : What a difference a year makes....
javamama
05-06-2009, 08:49 PM
we just returned Monday night from the Princess Suite at the Poly. We were shocked to see all the changes they've done in the last year, and the lack of service you now get for
15K:no: Needless to say, we won't be returning next year. I actually took photos, because I was shocked that they could let someone check into a room that was in this condition. It's a shame the reason we stayed there is because we had such incredible service the year before. Granted we still had an amazing trip, but the service has totally gone downhill in certain areas with Disney, and it's a shame to see. I spoke to the bellman on check out, he's been there for 30 years he told me he saw Roy Jr. at Narcoosse about 3 months ago and the Disney Family is sick over what has happened. I could write a short novel with the bad service experiences we had in 8 days, and you'd be so surprised where the great service experiences came from. So our next trip will be 2011 at GF it looks like.
Catzle
05-06-2009, 09:21 PM
Were the problems just with the room and service there at concerige or was it the whole Poly resort? We are checking in on Sat. and I hope it's not the whole resort that has gone down hill? anything you can spill about what happened?
KatMark
05-06-2009, 10:14 PM
Were the problems just with the room and service there at concerige or was it the whole Poly resort? We are checking in on Sat. and I hope it's not the whole resort that has gone down hill? anything you can spill about what happened?
I would not be overly concerned. You can have bad service at ANY Disney resort. We've had stellar service, top notch shaped rooms, etc., at our favorite resort, the CSR, and yet we read on occasion people who have had unfriendly service, dirty rooms, etc.
When you check in, if something is not right or upsets you with the room (dirty, etc.) go down to the front desk and deal with the issue immediately.
TammiMcMan
05-06-2009, 10:25 PM
I would not be overly concerned. You can have bad service at ANY Disney resort.That is very true. Not to worry the OP, but we were yearly visitors to the GF and ended up having one or two disappointing trips there as well. It happens at all resorts. Luckily, they seem to be isolated and so far, I haven't noticed any type of trend. Well, other than the club level, which has consistently cut back over the years.
javamama
05-12-2009, 12:43 AM
Sorry it took me so long to get back, we've all been sick since returning home from Disney:ill:
The club level service has definately changed alot, last year things that need attention that were simple easy things like a table cloth, were done in minutes this year took 2 days--not acceptable. The room smelled when you walked in to the parlor, so we narrowed it down to the fridge area we called the Hawaii building to have them send some one to replace it and clean it...you guessed it took another day to swap it out, and then what was behind it was utterly gross, mold, and mildew:ack: I know I can't be the only person that ever smelled this before, it smelled like dirty feet, and sour milk. We stayed in the Poly Princess Suite again, because we had amazing service last year from the staff this year it was really a complete turn around. What I took pictures of I'll tell you a few things the second bathroom had a huge hole in the sink, the trim around the full length mirror was hanging off w/nails coming out of it. In the 1st bedroom the wallpaper was hanging off the wall, and a huge splash mark of something on the wall(we didn't do it). What really made me ill, besides the smell of the fridge was that our socks were black from the carpeting. That is just gross, I've staying 100's of hotels some 5 star, and some Days Inn's and that has never happened until this trip. There were more issues with the room, but those were some of the major ones. The club level service was OK in the main building if they ran out of a snack though it was not refilled ie chips and salsa, I was told we did it twice today, we're done with it now. But when I did ask for more candy for my kids, they had no problem giving me more from the back. Also no menus were ever put out so you knew what was going to be prepared that week, the year before we always had a menu--this way you have a game plan if you want to stick around for something good or go somewhere else to snack/eat--kwim? Otherwise the club level service food wise was fine. The Poly staff otherwise was great the pool activities for the kids were fantastic, Kona was A+ service wise, Capt Cooks was good, the Lobby staff friendly playing w/our kids. O'hanas was not so hot the last morning, and again last year they were top on our list. We had a really, really bad server, and they were slow as could be. So who knows whats going on.
After spending so much time to prepare for an elaborate trip as ours for so many people, and knowing what we know from years past this left a bad taste with us. I'm definately passing this along to Disney, because it was unacceptable. Time to try a different resort for our clan of 10 I guess.
johnO
05-12-2009, 10:46 AM
Maybe they found out you were White Sox Fans. Perhaps if they knew they were dealing with fans of a REAL ball club, the Cubbies, they'd have watched out for you..... J/k :secret:
Sounds like some major problems. I can't believe they'd let a room deteriorate so far. Unreal.
tikiman
05-13-2009, 04:44 PM
I blame management and training. They don’t seem to care about the problems at any resort anymore and management is not paying attention to anything guests have to say. Everyone above them just cares about how they can make money and everyone below them are tired of working 6 or 7 days in a row with bad pay and nothing but negative attitudes from their superiors. Also don’t look for things to be better at the GF. The GF General Manager is now overseeing the Polynesian since they let the GM “ retire early”. They are also deciding not to staff the suites like they use to so I don’t think many of these areas are getting the attention they use to. Also any maintenance issues are now handled offsite so when you have a problem you better expect to wait a day or so unless you get lucky. Management also decided to get rid of the menus but that is not a big change since for years they never had set menus for the concierge lounge.
You know what the worst part is? There is no one at Disney that seems to care if you complain and I remember when they did care if guests were complaining about something. I wish I know what was going to make things better at all the resorts. I also wish they were trying to fix the things that people complain about over and over that are reasonable complaints.
The only thing I know they will change for sure is the price. It will be more next year.
It is very sad to see the way the people running Disney are going in the wrong direction. I am going to check it out in July/ August but I think next year will be heading west for vacation.
Belster
05-13-2009, 04:50 PM
I would agree that had you been a Cubs fan non of this would have happened...lol. j/k.
This is terrible!!
I blame management and training. They don’t seem to care about the problems at any resort anymore and management is not paying attention to anything guests have to say. Everyone above them just cares about how they can make money and everyone below them are tired of working 6 or 7 days in a row with bad pay and nothing but negative attitudes from their superiors. Also don’t look for things to be better at the GF. The GF General Manager is now overseeing the Polynesian since they let the GM “ retire early”. They are also deciding not to staff the suites like they use to so I don’t think many of these areas are getting the attention they use to. Also any maintenance issues are now handled offsite so when you have a problem you better expect to wait a day or so unless you get lucky. Management also decided to get rid of the menus but that is not a big change since for years they never had set menus for the concierge lounge.
You know what the worst part is? There is no one at Disney that seems to care if you complain and I remember when they did care if guests were complaining about something. I wish I know what was going to make things better at all the resorts. I also wish they were trying to fix the things that people complain about over and over that are reasonable complaints.
The only thing I know they will change for sure is the price. It will be more next year.
It is very sad to see the way the people running Disney are going in the wrong direction. I am going to check it out in July/ August but I think next year will be heading west for vacation.The reason no one in management cares is twofold ...
#1, they are basically disincented from caring by their leadership. No one is basing their pay on guest satisfaction surveys or "secret shopper" inspections. Their pay is based on the bottom line. You make 10% over profit target with miserable guests, you get a big bonus. You hit your profit target on the nose and guests are happy, no bonus for you!
And
#2, because we, the guests, aren't making them care. We keep flocking back and pouring money into their coffers, even with the reduced service and quality. So why should they care? I mean I know just like you do that eventually this will catch up with them, but by then this crop of managers and execs will have moved on, pocketing all their big, fat paychecks, and leaving someone else holding the bag.
mouseketeer mom
05-13-2009, 07:21 PM
I'm sorry your experience was less than desired. We still got the menus with our Poly club level stay in March so we knew what to expect each evening. We haven't noticed a decline in service at all during our Poly stays.
tikiman
05-14-2009, 09:42 AM
The reason no one in management cares is twofold ...
#1, they are basically disincented from caring by their leadership. No one is basing their pay on guest satisfaction surveys or "secret shopper" inspections. Their pay is based on the bottom line. You make 10% over profit target with miserable guests, you get a big bonus. You hit your profit target on the nose and guests are happy, no bonus for you!
And
#2, because we, the guests, aren't making them care. We keep flocking back and pouring money into their coffers, even with the reduced service and quality. So why should they care? I mean I know just like you do that eventually this will catch up with them, but by then this crop of managers and execs will have moved on, pocketing all their big, fat paychecks, and leaving someone else holding the bag.
Very well said. That reminded me of another problem. They go through managers and CMs like crazy. You can go a few times a year and see different people working at a resort and different managers. No one sticks in one place long enough to care about the resort and the ones that do just get frustrated by the lack of experience they have to work with.
It really makes me wonder if anything with get them headed in the right direction or are things just going to get worse and people will still continue to pay for bad service.
I only get so angry because I want to stop the decline all over WDW. Maybe we need to start a site "Save Disney World from the Executives!!!"
BluewaterBrad
05-14-2009, 03:56 PM
I really have never had a bad experience staying at Values to Deluxe on our over 65+ nights onsite nights, but you guys are making me nervous.:mickey:
javamama
05-14-2009, 04:23 PM
Ian and Steve ITA, and I think I didn't get uber ticked off just because I didn't want it to ruin our vacation. I know the Poly GM is now the GF GM, I met a guest on the bus back from AK who was staying in the Queen Victoria Suite at GF who had nothing nice to say about the GF either, he wanted to see the Princess Suite--we never got around to meeting up though.
I understand it's basically all corporate stuff now, since I've worked for Delta since 1993 I know what that's like. We did the same thing you cut costs, service forget the passenger that pays your mortgage, and then two years later oh what we need them---treat them better bring this back to them, add food again, add blah, blah again. When I met the bellman who was there from 1978, he was almost embarrassed for Disney it seemed like and upset that they let it get this way, basically the pride is gone. Honestly look at any receipt by the CM's name it says FT if they are a full time employee, other times it says other things like w/the college kids, etc... I find that amazing like Disney wants us to know this. It's just the little things that add up, if I knew how to post pics to show you guys what I'm talking about I'd let you see, it's gross some of the stuff.
And enough Cub stuff it's bad enough my BIL heckles me daily, and I did grow up on the NW side of the city as a SOX fan even:D GO HAWKS!!!
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