My Experience at the Polynesian

[baler31]

Really??? Sounds like more than a small cut! Glass is super dangerous and it sounds like her husband was bleeding all over. If anyone in my family was injured in a hotel room by any kind of dangerous condition in the room you bet I'd be furious and expect at least a new room and some compensation in addition.

For the price we are paying I think we deserve at the very least a safe floor to walk on.

The prices at Disney no longer really reflect the service. You are paying a very large premium for location. That location also covers budgeting for transportation like Magical Express and Bus transportation in addition to monorail service. You are also paying for any discounts people have received including free dining. These kinds of things all get lumped in with P&L for the resort.

IMO, Disney service will never be #1 again and they know it. Frankly, they basically admitted themselves by leasing land for the Four Seasons. CL compared to true luxury resorts is a joke at Disney. At the end of the day the public company of Disney cares about filling rooms and theme parks and they are having no problems doing just that currently. Nothing will change or get better until the demand changes.

I think this situation is more about liability and am surprised they even offered an apology(as this can be construed as admitting liability). Offering any compensation or admitting that policy needs to be changed is basically an admission of liability opening Disney to a lawsuit that they would have to payoff. (I do not in any way mean this was OP's intention). Could someone have handled it better, without a doubt.

Actually I think its the opposite, many people who stay at hotels at that price point, know the difference and we cant understand how every other hotel that are Deluxe or luxury can manage outstanding customer service yet Disney cannot.

Not sure if you've stayed at Waldorf's or 4 seasons or Mandarin Orientals but sorry, at the very least she would have been moved.

And I 100% have knowledge of how the Ritz Carlton in Philly treats guest.

At waldorf the nanosecond the call went out (oh and That's the first differece, you don't get rerouted to a call center, op should have never had to go to the lobby in the first place) that someone was injured on their property she would have had folks looking after her.

You are right though, the service ball wasn't dropped. you have to have customer service in order to drop it

Most people don'te "continuously" contact the company because they want something, most do it because they feel they are ignored.

Lol, personally I demand better customer service from my credit card company

We stay at all of the brands fairly frequently and most will always be better than a Disney deluxe. However, in Orlando the Waldorf and Four Seasons are priced much lower than their counterparts in large and international cities. Again, you are paying for location.

We can frequently book the King suite at the Waldorf for around $275 a night with discounts. There is no way we can come close to that rate at any other destination city. This is even more true for the Four Seasons. FWIW, the service at the Four Seasons was much more on par with its counterparts than the Waldorf. We call the LBV "Waldorf light" but again it is reflected in the price.

We are having to make choices between paying substantially less at Four Seasons over Grand Floridian RPC. We have had 2 wonderful experiences there since the opening and the difference is VERY substantial in price. On our last Four Seasons trip the difference more than paid for a day with the VIP tour guide and my husband much prefers that budget breakdown as he has limited time and the guide really makes more of his time.

 

[baler31]

Disney has set that expectation- We had a broken tub with no hot water at the Grand Floridian, and the front desk manager comped us a night at rack rate AND gave us 3 additional fast passes per person in our party. I didn't ask for any of that, I just wanted a working tub with hot water so I could bathe my daughter after a full day at the parks. I'd think broken glass all over my room because of a mousekeeping mistake warrants at least a new room and some extra fast passes to go along with that apology.

Again, I do not think the situation was handled properly. I think the lack of compensation was directly related to admitting liability. Fastpasses, meal and taxi vouchers are a very easy place for compensation to start and are handed out like candy. The fact that none was offered tells me it was deliberate.

 

[baler31]

Yikes, I missed quite a bit of conversation! Let me first say, I am the very last person to ever ask for anything. I understand accidents happen, but it was important to me that Disney understand that the management of the situation was very poor; and as someone who has invested more money than I care to admit into Disney, I'd like to see that they take their guests opinions seriously. I genuinely had good intentions, whether I am believed or not. The manager had no problems sharing with me that they do not document when damage occurs. If they're willing to make this public, then it would be just as easy to say "We will take your recommendation into consideration." Instead I was ignored.

Second, yes it was a small puncture, but there was a lot of blood. Four hand towels were solidly crimson. No adult should go through that on a vacation, and no child should witness it. When you ask my daughter how her trip was, 3 months later, the first thing she brings up is that daddy got hurt. I want her to remember the princesses, the fireworks, the parades, not that! With that said, I've learned from this experience. I've learned that I should be more cautious when walking on hotel floors barefoot, I've learned that if I'm injured not to expect the world class service that Disney is known for, I've learned that Disney is more concerned with liability than their guests well being. My post, admittedly was in part to vent my frustrations to a group of people who I have found invaluable. The DIS has helped me for so many years with my travel and planning, I felt this was something I could do, to bring aware the potential dangers and maybe to bump Disney a bit off their pedestal. Will I go back? Of course! I have a trip planned in December. But I will carry with me a bit of disdain.

I don't think you were looking for anything. I do believe you were genuinely hurt when no one cared . I think it impacted your time on vacation and wish that things were different. I think the worst is that you had a problem and did not feel you were believed. However, you are correct in saying that Disney or any publicly traded company values protecting themselves from lawsuits over customer service. Sometimes, it is hard to separate the wheat from the chafe.

 

[Sue M]

This was the point I was going to make. Be careful of the response you get from calling the front desk and if you get to the front desk and they don't know what you are talking about that is because when you call the front desk from your room you are calling a call center. Just like if you call the Polynesian from home using the resort number. They may act like they are at the resort but they are not.

I have found that housekeeping has lacked in many ways at the Polynesian for the last decade or more. I'm not convinced they will ever give much effort to fix it. They have had many complaints and I have heard the horror stories from staff that use to work for housekeeping. Last trip I just put the "do not disturb" sign up so I didn't have to deal with them. Either a poor job was done or they did not even clean my room until about 6:00 pm with me out of the room since about 8:00 am.

Fortunately we had great housekeeping for our stay in Tokelau for our room. The common area/halls were disappointing though. Same dirt, & trash on the hall carpets our entire week. Never vacuumed.

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.

Ick!! That would mean room wasn't vacuumed after previous occupancy? That would be very bad.

I like the flip flops idea! I always wear them at the pool but I suppose I'm just used to taking my shoes off when I enter a room. As someone else said, it was our 3rd night in the room and with the amount of glass found on the floor there's no way we would have missed it for two days. I understand Disney not wanting to comment on policies, but even a "We will take your suggestion into consideration" would have been better than silence. I suppose I've become accustomed to Disney caring about their guests for so long, that when a situation like this takes place I'm left flabbergasted. I've read similar instances of injury where Disney suddenly turns cold. I can only speculate its due to the number of frivolous lawsuits they receive on a yearly basis.

We always take our shoes off too, except at hotel rooms, where we change into flip flops. Never know what's in the carpet and don't want to get athletes foot either.

 

[happymommy]

I'm so sorry to hear that this happened! That is so scary, and infuriating.
They really should have immediately moved you to another room and deep cleaned the room, steam cleaning the carpet areas as well. I agree with PP's in that glass breakage is so tricky. There can be shards that flew far away from the broken item, and they are hard to see! That is so dangerous.
I hope that you at least get a response back.
Side note: I have never had a desire to stay at the Poly (and you can have situations like this at any hotel unfortunately). After living in Hawaii, I think it would feel weird!

 

[ArwenMarie]

Yikes, I missed quite a bit of conversation! Let me first say, I am the very last person to ever ask for anything. I understand accidents happen, but it was important to me that Disney understand that the management of the situation was very poor; and as someone who has invested more money than I care to admit into Disney, I'd like to see that they take their guests opinions seriously. I genuinely had good intentions, whether I am believed or not. The manager had no problems sharing with me that they do not document when damage occurs. If they're willing to make this public, then it would be just as easy to say "We will take your recommendation into consideration." Instead I was ignored.

Second, yes it was a small puncture, but there was a lot of blood. Four hand towels were solidly crimson. No adult should go through that on a vacation, and no child should witness it. When you ask my daughter how her trip was, 3 months later, the first thing she brings up is that daddy got hurt. I want her to remember the princesses, the fireworks, the parades, not that! With that said, I've learned from this experience. I've learned that I should be more cautious when walking on hotel floors barefoot, I've learned that if I'm injured not to expect the world class service that Disney is known for, I've learned that Disney is more concerned with liability than their guests well being. My post, admittedly was in part to vent my frustrations to a group of people who I have found invaluable. The DIS has helped me for so many years with my travel and planning, I felt this was something I could do, to bring aware the potential dangers and maybe to bump Disney a bit off their pedestal. Will I go back? Of course! I have a trip planned in December. But I will carry with me a bit of disdain.

If you're going back (and I'm assuming staying onsite?), that could be your answer why you aren't getting much response from them. They can see that in your account when dealing with your complaints. I'm not blaming you for going back, hey, if it works for you and that's where you guys want to stay, then that's that. But you're not bumping them off their pedestal at all if you're still giving them your accommodation dollars, know what I mean?

So sorry that your daughter remembers this. Hopefully the next trip will be a nice do-over for her!

 

[piccolopat]

A lot of people have your same sentiment on these boards. And I just don't get it. Just because I'm at the most "magical" place on earth doesn't mean I'm gonna let them get away with treating me any kind of way. OP should of been given a new room. Their so called apology sucked. I've been treated better staying offsite. Part of the reason we're splitting our time off Disney property.

Did she ask for a new room?

 

[eliza61]

I don't think you were looking for anything. I do believe you were genuinely hurt when no one cared . I think it impacted your time on vacation and wish that things were different. I think the worst is that you had a problem and did not feel you were believed. However, you are correct in saying that Disney or any publicly traded company values protecting themselves from lawsuits over customer service. Sometimes, it is hard to separate the wheat from the chafe.

Totally agree Baler but what I find so interesting is that usually customer service lawsuits can be avoided if the complaint is handle immediately.

I'm not in the hotel industry but rather the restaurant industry. grew up in a family run soul food joint in NYC, so I don't think it's a far stretch.

Generally, people "ratch" incidents off when they feel they are being "blown" off. We found out very quickly that by handling complaints immediately and with compassion, most of our "complainers" not only left happy but came back.

Now one of the issues that Disney has is that at their resorts there is no one "in control" so to speak. As I said before this nonsense about having to go through a call center to get a problem handled is insane. Why don't they have "managers" who can immediately make decisions and that you can get a hold of?

As I said before, my one and only 'inside" knowledge of one deluxe is from the Ritz carlton in Philly, not only do they have a GM who makes decisions, floors are grouped off with their own submanagers. Not only can they handle issues that pop up and make decisions, often they know who the guest are on their floors.

Sure you a have a small group of folks who will sue just to get something but I do think that's small %.

I'm not op but I'm willing to bet had the front desk simply offered to change their room, sent up a bellman to help them relocate, then sent up a flunkie to make sure the family was ok and dad did not need medical assistance, we would not have been reading this.

three easy things that wouldn't cost the company a single dime. Oh well it is what it is.

 

[lmcarr49]

How is it low expectations? The OP had a problem (glass on the floor), they solved it (came and cleaned it), and felt bad (numerous people kept apologizing). I'm not saying I wouldn't be mad too, but OP says they didn't want compensation, which I don't believe since they have been contacting many people. It was taken care of, then they emailed about what they thought should happen, then they should just let it go. Unless of course they feel they need to be compensated and aren't being.

I personally feel there should've been some type of compensation. However, since the OP doesn't want it, I feel they need to let it go.

If you read this entire thread, you would know I wasn't responding to the OP.

 

[calismic]

I'm not op but I'm willing to bet had the front desk simply offered to change their room, sent up a bellman to help them relocate, then sent up a flunkie to make sure the family was ok and dad did not need medical assistance, we would not have been reading this.

three easy things that wouldn't cost the company a single dime. Oh well it is what it is.

This exactly!

 

[Aurora0427]

Totally agree Baler but what I find so interesting is that usually customer service lawsuits can be avoided if the complaint is handle immediately.

I'm not in the hotel industry but rather the restaurant industry. grew up in a family run soul food joint in NYC, so I don't think it's a far stretch.

Generally, people "ratch" incidents off when they feel they are being "blown" off. We found out very quickly that by handling complaints immediately and with compassion, most of our "complainers" not only left happy but came back.

Now one of the issues that Disney has is that at their resorts there is no one "in control" so to speak. As I said before this nonsense about having to go through a call center to get a problem handled is insane. Why don't they have "managers" who can immediately make decisions and that you can get a hold of?

As I said before, my one and only 'inside" knowledge of one deluxe is from the Ritz carlton in Philly, not only do they have a GM who makes decisions, floors are grouped off with their own submanagers. Not only can they handle issues that pop up and make decisions, often they know who the guest are on their floors.

Sure you a have a small group of folks who will sue just to get something but I do think that's small %.

I'm not op but I'm willing to bet had the front desk simply offered to change their room, sent up a bellman to help them relocate, then sent up a flunkie to make sure the family was ok and dad did not need medical assistance, we would not have been reading this.

three easy things that wouldn't cost the company a single dime. Oh well it is what it is.

Yes!!! This entire post!!! I was so irritated (internally- never verbalized!) at the GF with my issue, but when the manager comped me a night, moved my room, and gave us extra fast passes- I left with a stupid grin on my face loving Disney! Your second to last paragraph nailed it!

 

[ArwenMarie]

Totally agree Baler but what I find so interesting is that usually customer service lawsuits can be avoided if the complaint is handle immediately.

I'm not in the hotel industry but rather the restaurant industry. grew up in a family run soul food joint in NYC, so I don't think it's a far stretch.

Generally, people "ratch" incidents off when they feel they are being "blown" off. We found out very quickly that by handling complaints immediately and with compassion, most of our "complainers" not only left happy but came back.

Now one of the issues that Disney has is that at their resorts there is no one "in control" so to speak. As I said before this nonsense about having to go through a call center to get a problem handled is insane. Why don't they have "managers" who can immediately make decisions and that you can get a hold of?

As I said before, my one and only 'inside" knowledge of one deluxe is from the Ritz carlton in Philly, not only do they have a GM who makes decisions, floors are grouped off with their own submanagers. Not only can they handle issues that pop up and make decisions, often they know who the guest are on their floors.

Sure you a have a small group of folks who will sue just to get something but I do think that's small %.

I'm not op but I'm willing to bet had the front desk simply offered to change their room, sent up a bellman to help them relocate, then sent up a flunkie to make sure the family was ok and dad did not need medical assistance, we would not have been reading this.

three easy things that wouldn't cost the company a single dime. Oh well it is what it is.

Yes, to this entire post. Even in medicine, it's proven that doctors and hospitals can reduce malpractice lawsuits and payouts by apologizing. Apologizing is a powerful tool.

The call centers are a big problem IMO. All cost-cutting of course. I also have the impression from past experiences with filing a complaint after the trip, that their customer service reps are totally overwhelmed and inundated, so they are probably not staffing properly there either.

 

[eeyoreandtink]

Sorry, but I just don't see this a the huge deal you are making out of it. Accidents happen, and I don't know what else you expected them to do except apologize. They did what was right. They didn't need to do anything else. No one was seriously injured, and the mess was cleaned up. It should have ended there, instead of spending 6 months trying to get something out of a tiny cut. The fact that people expect major freebies for any tiny incident is one part of why prices at Disney and elsewhere have gotten so out if control. Given, it is not the full reason, but it is at least part of why we pay do much for service driven industries these days.

 

[calismic]

Sorry, but I just don't see this a the huge deal you are making out of it. Accidents happen, and I don't know what else you expected them to do except apologize. They did what was right. They didn't need to do anything else. No one was seriously injured, and the mess was cleaned up. It should have ended there, instead of spending 6 months trying to get something out of a tiny cut. The fact that people expect major freebies for any tiny incident is one part of why prices at Disney and elsewhere have gotten so out if control. Given, it is not the full reason, but it is at least part of why we pay do much for service driven industries these days.

Wow, you clearly did not read any of this thread. I didn't ask for anything from Disney other than a consideration that they review the policies.

 

[eeyoreandtink]

Wow, you clearly did not read any of this thread. I didn't ask for anything from Disney other than a consideration that they review the policies.

Oh, I read it, but I don't understand continuing to push for 6 months if you aren't looking for something out of it. It seems like a really overblown response to me over a small cut. It just doesn't make sense to me.

 

[calismic]

Oh, I read it, but I don't understand continuing to push for 6 months if you aren't looking for something out of it. It seems like a really overblown response to me over a small cut. It just doesn't make sense to me.

It's been 3 months and I've already stopped contacting Disney at this point. I wanted to share my experience with the DIS. Isn't that what a message board is for?

 

[grimley1968]

Oh, I read it, but I don't understand continuing to push for 6 months if you aren't looking for something out of it. It seems like a really overblown response to me over a small cut. It just doesn't make sense to me.

You say you read it, but your characterizations of key facts are incorrect. It's not been 6 months, as you've repeatedly stated. April to July is 3 months.

I also would not characterize a heel cut from glass that soaks 4 towels with blood as a "small" or "tiny" cut.

Also missing from your characterization of the OP's detailed post is the reason for the cut: the negligence of Poly staff.

OP's reasoning for posting makes plenty of sense to me.

 

[eeyoreandtink]

It's been 3 months and I've already stopped contacting Disney at this point. I wanted to share my experience with the DIS. Isn't that what a message board is for?

Yep, and when you do so, it opens it up for others to comment on that experience, which is what I have done. I am only saying that I just cannot see perusing it this far over something that was so minor, unless one is looking to get something out of it. I don't see it as the huge deal that you do. Different perspectives are ok, and I don't see the problem in saying I see it differently. I have had similar experience in a non Disney hotel. I was cut by the corner of a bed frame. I got a bandaid and moved on. They fixed the issue. End of story.

 

[eeyoreandtink]

You say you read it, but your characterizations of key facts are incorrect. It's not been 6 months, as you've repeatedly stated. April to July is 3 months.

I also would not characterize a heel cut from glass that soaks 4 towels with blood as a "small" or "tiny" cut.

Also missing from your characterization of the OP's detailed post is the reason for the cut: the negligence of Poly staff.

OP's reasoning for posting makes plenty of sense to me.

I mistakenly said 6 months once, sorry! Cuts from glass, even minor ones bleed a lot, especially feet hands and face. She said all that was needed was a bandaid. That is minor. There is no way a cut that did not require stitches and a hospital trip fully soaked 4 towels. If you loose that kind of blood volume you will need medical intervention, period. I don't doubt they got blood on 4 different towels, but there is no way he completely soaked 4 and was able to just put a bandaid on it and move on. I think we can be pretty sure that soaking 4 towels is an exaggeration. I read he post, but I didn't see anything she reported as negligent. Her perception is that they didn't care, but other than not getting to the glass fast enough for her, I don't see any of their actions as negligent.

 

[grimley1968]

I have had similar experience in a non Disney hotel. I was cut by the corner of a bed frame. I got a bandaid and moved on. They fixed the issue. End of story.

How is that similar, except that you got a cut? OP's husband's heel was cut to the point of soaking 4 towels with blood, due to glass shards all over the bathroom floor, there because of staff negligence. You cut yourself on a necessary item in any hotel room, a bed frame. There was nothing for that hotel to fix. Besides providing a bandaid, were they supposed to remove the bed so you wouldn't get cut further? OP had to call, and then go to the front desk, to get housekeeping to remove glass shards that should never have been there.