My Experience at the Polynesian

[BuckeyeBama]

I don't think expecting an acknowledgment of receipt of information that Disney requested is thr same thing as expecting to know what, if anything, they do.

So you really think that this is all about Disney not letting her know that they got her report?

Do you acknowledge every email that you receive? I don't, and I only get a few hundred per day. In fact, I only acknowledge them if there is a return receipt requested, and I work in the customer service industry. I really don't know that your expectations are any better than hers, in that they are not realistic.

As you said before - we will have to just agree to disagree.

ETA - maybe you hold Disney to a higher standard. I get that. I have learned that they just are not the Disney of old. I am a little disappointed in that, but not enough for it to matter. Their customer service is still much better than most companies, even if it is not up to its old standards (IMO).

 

[Angel Ariel]

I'm not inferring anything. I read your sentence and took it at face value.

Claim:
a statement saying that something is true when some people may say it is not true

Which is why I said perhaps different wording may be helpful, since that's clearly not your intent (and I accept that).

 

[Lilysmom]

Ok and I can GUARANTEE you that SOME people are going to think she's looking for more because of the time and effort she's put into this. Thanks for the definition though!

 

[Angel Ariel]

So you really think that this is all about Disney not letting her know that they got her report?

Do you acknowledge every email that you receive? I don't, and I only get a few hundred per day. In fact, I only acknowledge them if there is a return receipt requested, and I work in the customer service industry. I really don't know that your expectations are any better than hers, in that they are not realistic.

As you said before - we will have to just agree to disagree.

ETA - maybe you hold Disney to a higher standard. I get that. I have learned that they just are not the Disney of old. I am a little disappointed in that, but not enough for it to matter. Their customer service is still much better than most companies, even if it is not up to its old standards (IMO).

As I said earlier, I would expect some kind of polite appropriate acknowledgement after Disney initiated a request for the information. And also, as I said earlier, I would expect the same of *any* hotel chain asking me to provide them information. This isn't about holding Disney to a higher standard.

It is sad that expecting a "thank you, we received the information we requested. Your report will be forwarded to the appropriate parties" email - which is *all* I said I'd expect - is expecting too much.

 

[BuckeyeBama]

As I said earlier, I would expect some kind of polite appropriate acknowledgement after Disney initiated a request for the information. And also, as I said earlier, I would expect the same of *any* hotel chain asking me to provide them information. This isn't about holding Disney to a higher standard.

It is sad that expecting a "thank you, we received the information we requested. Your report will be forwarded to the appropriate parties" email - which is *all* I said I'd expect - is expecting too much.

Thanks, then we definitely disagree.

 

[Angel Ariel]

Ok and I can GUARANTEE you that SOME people are going to think she's looking for more because of the time and effort she's put into this. Thanks for the definition though!

Which is fine. But then that is thinking that the OP isn't being truthful...which is all I commented on - that I don't personally find it hard to.believe that the OP did this for the reasons she stated.

 

[Angel Ariel]

Thanks, then we definitely disagree.

Yep. I've worked in the customer service industry as well. What I'm writing here is no more than what was ever expected of me in the organizations I worked for. A less than two minute email reply that someone likely has set up as a drop down choice is not expecting a lot, imo.

 

[lmcarr49]

People in this thread with such "low expectations" is the reason why Disney feels they can get away with this crap.

 

[srferson]

I am not a 'woe is me, gimme gimme' type of person. But I think it's ridiculous that the OP isn't being treated better or offered anything.
This wasn't just an inconvenience. They missed the parade and fireworks on the last night they were there because the OP had to stay and nag them to do their jobs! And the OP's DH had an injured foot. Even if they could have gone on with their night, it would have been painful for him.
Housekeeping's mistake cost the OP and her family time (which at park prices, is also money) and caused an injury, and they failed to handle it properly at pretty much every turn.
This deserved way more than just an "oops so sorry, here's a band-aid" and unanswered phone calls.

 

[BuckeyeBama]

People in this thread with such "low expectations" is the reason why Disney feels they can get away with this crap.

Thanks - I didn't realize that I was ruining Disney.

 

[itchin2go]

So you really think that this is all about Disney not letting her know that they got her report?

Do you acknowledge every email that you receive? I don't, and I only get a few hundred per day. In fact, I only acknowledge them if there is a return receipt requested, and I work in the customer service industry. I really don't know that your expectations are any better than hers, in that they are not realistic.

As you said before - we will have to just agree to disagree.

ETA - maybe you hold Disney to a higher standard. I get that. I have learned that they just are not the Disney of old. I am a little disappointed in that, but not enough for it to matter. Their customer service is still much better than most companies, even if it is not up to its old standards (IMO).

I think that OP expected something akin to what I got from Hilton. A prompt return phone call or email, an apology, and perhaps some explanation or offer of compensation - not necessarily monetary, but just something that indicated that they mattered.

I don't think Disney is dodging her communications as a strategy. If there was legal strategy anywhere in this, the hotel would have moved the family out of the room as I said, and thoroughly cleaned it. Where they left themselves open to liability was in failing to do just that. Not even talking about OP's rights or feelings, the best way for Disney to protect itself once it's been alerted of a hazard in a room is to take control of the room, assess the situation and remedy it before anyone else can get hurt.

That aside, just expectation-wise, I would expect better customer service than this at the Poly price-point.

 

[3Gsandme]

I'm not sure why it is so hard to believe that the OP was concerned about this happening to other guests and was hoping she could do something to help make sure no one else had to deal with something similar?

I guess I don't understand why OP would think any company would inform her of disciplinary action or internal policy changes. That's just none of her business.

Honestly, since we know Disney keeps account notes OP's tenacity is probably making them feel as though she might sue and in that case they're going to tell you even less.

 

[eliza61]

How do we know that the previous visitor did not break something and clean it up themselves? Housekeeping may not even have known about this.

What difference does it make. I am amazed at what people here find acceptable because it's Disney.

When you check in a hotel ANY hotel you are guaranteed a level of safety. a hotel is supposed to ensure that the room is safe and secure.
So I guess if they had fell off the balcony and killed themselves your response would have been "how do we know a previous guest didn't break the balcony"

When you have a product that the general public is going to buy or use. the person who is offering that service is supposed to ensure it's safe.

My family's restaurant, we are responsible for the patrons safety. period. if someone gets cut from a broken glass anywhere. we are responsible.

I won't even go into the lousy customer service.

Yep, I'll fully admit, op you are way nicer than me. a new room would have been the very least I would have gotten after raising holy hell all night at the front desk.

Morale of this story, I know if I ever get injured at Disney
1) no matter how small, call an ambulance and the police.
2) do not expect any help from wdw at all.

 

[BuckeyeBama]

It was a small cut on a heel for goodness sake. A bandaid and on with your day. The rest is just drama.

 

[Angel Ariel]

I guess I don't understand why OP would think any company would inform her of disciplinary action or internal policy changes. That's just none of her business.

All I gathered from her first post was that she was not ok with Disney ignoring her attempts at communication. We don't know that we would even be having this discussion if Disney had even sent just an acknowledgment email, as the OP may not ha e ever posted here if they had.

 

[Monykalyn]

I'm puzzled why posters think flip flops are needed in a $500+/per night hotel room? Are people so used to paying so much for such low standards?

ETA- the June FB planning group also had a less than stellar response to a horrible issue they had- this one involved backed up sewage in the room and carpet (believe it was dvc side).


OP hope the hubs foot healed without problem

 

[Lilysmom]

People in this thread with such "low expectations" is the reason why Disney feels they can get away with this crap.

Oh don't get me wrong! I'm not one to turn a blind eye to the slippery slope that standards are sliding down. BELIEVE ME. For me though, it's all about return on investment. I'm not going to waste the last night of my vacation arguing with three different managers. That was a CHOICE. I pay A LOT of money to go to Disney as a family of 7. I choose to stay on property so I spend quite a pretty penny. I'm just not about to let an incident like this particular one ruin my night. I would have been satisfied to have them apologize and clean it up.

Also, as a mother of five little ones and a full time business owner, investing three months of my life on something like this isn't going to happen. I choose to weigh the severity of the issue with what my expectations are in getting it resolved. I also think it's better to just come out and list what your expectations are rather than beating around the bush and waiting to see how a business handles something if you aren't happy with things. People don't have a crystal ball. So for the people who would expect to be moved to another room or receive some sort of monetary compensation, I'd be more inclined to tell them that right off the bat. Why dance around things if you know cleaning it up and an apology isn't what you really want? (Not saying that's what the OP is doing before someone jumps all over me for making suppositions.) Truthfully, I'm not really sure what OP is expecting. They cleaned it, she got an apology, they told her they'd forward her concerns to the appropriate parties. If that's all she wanted then she got it, no?

 

[eliza61]

I'm puzzled why posters think flip flops are needed in a $500+/per night hotel room? Are people so used to paying so much for such low standards?

ETA- the June FB planning group also had a less than stellar response to a horrible issue they had- this one involved backed up sewage in the room and carpet (believe it was dvc side).


OP hope the hubs foot healed without problem

Isn't that sad. My first thought is so what's the difference between the Poly and motel 6, if you check into a hotel and then say, "well you never know what's on the floor better keep my shoes on". the very least I expect is to be able to walk around my room without injuring myself.

I've got no horse in this race though, because when I pay cash I stay at the Orlando Waldorf. LOL where when my husband got sick one night, we had about 7 different managers with 2 hours checking on us and an offer to drive us to the nearest wellness clinic.


My sister stayed at the 4 season in hawaii one year, after she checked in the manager called to see how the room was, she made a joke about how the toilet handle was loose and "jiggled", she came back and they were replacing the entire toilet and told her they would be happy to move her if it was still a problem.
LOL

 

[DisneyWishes14]

OP, I'm so sorry to hear what happened. It's absolutely unacceptable to have broken glass in your hotel room and not have it cleaned up properly. I don't think WDW handled this properly and I agree with other PP's who have stated they feel WDW housekeeping has gone massively downhill over the years. Unfortunately, I'm not shocked by the response you got. WDW is notorious for not apologizing for anything and pretending they did nothing wrong.

Disney IS actually capable of offering stellar housekeeping and customer service. It isn't at WDW however, it's on their cruise line. We had a few minor problems with our stateroom a few weeks ago and the issues were dealt with immediately and with copious apologies, treats, special sheets for my DS, etc. After experiencing the poor service at WDW, I was actually shocked at how well we were treated on the cruise. I'm not sure what's going on at WDW, but DCL should offer some customer service training to their co-CM's over in the World!

 

[eliza61]

OP, I'm so sorry to hear what happened. It's absolutely unacceptable to have broken glass in your hotel room and not have it cleaned up properly. I don't think WDW handled this properly and I agree with other PP's who have stated they feel WDW housekeeping has gone massively downhill over the years. Unfortunately, I'm not shocked by the response you got. WDW is notorious for not apologizing for anything and pretending they did nothing wrong.

Disney IS actually capable of offering stellar housekeeping and customer service. It isn't at WDW however, it's on their cruise line. We had a few minor problems with our stateroom a few weeks ago and the issues were dealt with immediately and with copious apologies, treats, special sheets for my DS, etc. After experiencing the poor service at WDW, I was actually shocked at how well we were treated on the cruise. I'm not sure what's going on at WDW, but DCL should offer some customer service training to their co-CM's over in the World!

I know a few coworkers who use to go to disney and then took the cruise, they too also have said the difference is beyond belief. Now they've gotten so spoiled that they only do Disney as an add on to their cruises.
Where Disney folks have gotten so use to lousy service that we don't expect any thing else.