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Wife and I are going from one Disney resort to Polynesian done everything the customer service told us to do came in two days before came in on the day of rival at 9:00 in the morning 1:31 no room.

Update by user Feb 10, 2022

Just as I thought nothing 1:45 still waiting on a room wasted time of following Disney's customer service on what to do to easy up and quickly come into our room at Polynesian did not work still waiting as if people are still coming in and getting their rooms

Original review posted by user Feb 10, 2022
We've called customer service on going from one Disney resort to the Polynesian we were here two days prior of coming in just to make everything quicker and easier we were told to be here at 9:00 in the morning we were it's 1:30 and still no room was told an hour and a half ago that housekeeping was cleaning room wife went back to the desk they said housekeeping was out of the room the room was still not clean this is far both the worst resort we've ever been to out of 45 years and 15 different Disney resorts very unprofessional unmanaged not caring about the customers we have Wilt flowers thinking that we were going to get a room we're going to lose a whole day of Disney park and we will not be able to make it up if you want to stay at a good Disney resort I suggest French quarters are temporary. This is very unprofessional untrained uncaring for Disney customer service to tell us what to do to check in early and here it is 1:30 and we're still waiting there's no excuse no apology that can help.

User's recommendation: I suggest French quarters are contemporary.

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#3330090 Review #3330090 is a subjective opinion of poster.
Bay Lake, Florida
  • Scenery
  • Customer service
Preferred solution
New Reviewer


Update by user Feb 01, 2020


Original review posted by user Feb 01, 2020
Had dinner at Ohana restaurant. Was looking to forward to a great experience. Visited with husband, daughter and her family of 2 young children (well versed in restaurant behavior, quiet, and polite). Had the same server as last year big disappointment. Wanted to request different server (Denise) due to a less than stellar dinner experience in the past with her. She ignored the kids. Never engaged. Was matter of fact. She knew she was getting her tip no matter what and acted that way. She approached the table with "cousins what do you want to drink?" I asked whether there was a drink menu wanting something a little different than my usual beer. !0 minutes later she came back with the kids drinks and still no drink menu. Finally, I ordered my unexotic drink because she stood there waiting while I looked. She never once asked anyone again if we wanted refills of drinks. We asked for additional noodles, chicken, and potstickers. By the time the noodles and chicken arrived we were no longer interested in eating them. The potstickers never appeared. The bill was literally put on the table at the exact moment the desert was put on the table. She placed the rice krispie treat in front of a 4 year old without asking if it was ok for him to eat. No one was asked about coffee, after dinner drink, etc. I know that they want to move us along for the next reservation but really..... 60 minutes to arrive, eat, and leave a meal that cost $400.00. To end our delightful dinner, the bus man picked up a start wars toy off the table and threw it out with the left over food causing the 4 year old near hysteria. My daughter did speak to the front desk and was given a replacement voucher for the toy. Thank you. She was too tired and too distracted because of the child's wailing to discuss the other issues we had. Such a shame because we looked forward to this one meal reservation the entire week we were in Disney and it was a bust.
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Ok I will give the manager of the Obama Restaurant big Kudos to Megan. My daughter reached out to the restaurant and Megan responded to her inside of a few hours and problem solved to our satisfaction.

We do feel that the waitress and the busman should still get a tip because they did serve us but not the pre set tip.

She gave her a personal contact and credited the meal. While the experience was much less than Stella I do feel that Disney stepped up to the plate and made it right

#1778948 Review #1778948 is a subjective opinion of poster.
  • It has been renovated and cleaned up since 2019
  • Poor service at the ohana restaurant
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution
New Reviewer

Polynesian nightmare

Went on my first family vacation and took my five year old. We stayed at the Polynesian. Upon checking into our room I went to go on the balcony which over looked the water, I noticed the handle to the sliding glass door was broke. When I cam in I went to shut it and the door because the handle was broke off slammed my middle finger in the door. It gushed with blood and I thought I was going to pass out and thought I lost the tip of my finger. My husband looked at it and took me down to the front desk to make them aware of the door and what had happened. They gave me a band aid and advised that they would have it fixed. My finger continued to bleed very badly, we had towels soaked with blood and went through the bad aid. My husband took me back down to the desk and they offered to call me a taxi to go to the hospital. I was appalled. I was going to have to pay for the taxi, miss out on my vacation and drag my five year old to a ER.I advised them that I would apply pressure and continue to bandage it (which I had to pay over six dollars for a box of them) and see how it was the next day. They did not fill out a report or offer anything. The next day I went down and showed them again my finger and was told that the only thing they could do was call me a cab (again which I had to pay for). I was not going to ruin the family vacation for the other eight people I was with so I decided not to go, again nothing was reported by the staff. I went to our room and got a shower, looked down and the shower curtain was filled with mold. Called the desk and was advised that our building had not be renovated yet as the others were. What does a moldy shower curtain have to do with that? I also advised them that the AC was not working properly that the room felt damp and the bed when you slept in it felt like you were sleeping on damp sheets, again I was advised that it was not renovated yet. This resort cost 500+ night and to have this type of service is a joke. I WILL NOT stay here again.
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#430121 Review #430121 is a subjective opinion of poster.
Orlando, Florida
New Reviewer

Employee Ruined our Engagement Cake

We have traveled to Disney for over 30 years. Our recent visit in December 2011 was terrible. We arrived with our familly, our children and grandkids to have an engagement party. We had ordered an engagement cake to have dellivered to our room. We arrived December 19, 2011, and left for a dinner celebration at Yahtsmans. After dinner we were returning to celebrate with our engagement cake and head to the Polynesian to sit by the water and watch the 10:00 holiday fireworks. While we were gone an employee entered our room and hit the door so hard that it knocked the topper of the cake and destroyed our cake. We returned about 7:30 and immediately called management. They said they would immediately call Leslie Smith who was handling this cake. We had no response and the next morning were informed that Disney was scheduling a lock interrigation on the room to confirm this employee entered the room. They needed a couple of days to do this and speak to the cast member. Three days later, it was confirmed. The executive management team was verly calous and had David Kong contact us. He offered an ice cream social in the Pop Century food court or another cake from the local Publlix grocery store.He stated that it was a busy time and the cake would not be as good though. This was not ok with us. Even after David King (Pop Century Guest Relations Manager) repeated this multiple times, he kept repeating the same thing and said these are your only options. We found this very disrespectful. To us, it's like having a Birthday party without the cake. Only worse. The event was already over. It was ruined. We even tried to contact Leslie Smith (Manager of guest services at 407-560-****) who was handling this cake from December 19 on with no response.
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Comments to those posting bad things...God's got a sense of humor. I wish all of you the same.

And for the ignorant ones who don't get what I read abut this it again. Disney charges lots for cakes.This was a two tear wedding cake.FaAmily came to this event. Did you ever think that this ruined cake was paid for? Maybe this cake was the celebration.

Would you buy and pay full price for a car that was damaged? I doubt it.


Someone is playing around again. Whoever is posting as "To the person posting comments o" is clearly pretending to be me.

I admit this incident never happened and I was just trying to get free cake for my grandchildren. Please let this die before Disney thinks I am continuing trying to scam them and sues me.


They RUINED our day!!! No YOU ruined your day.

Things do happen.

What if you had bumped the cake would you be on here complaining that YOU Ruined your day? As you said "Its Over" so get over it and move on.

The fact that they couldnt produce the exact cake for you is not their fault. And who spends $450.00 on a cake anyways?


First of all the cake was destroyed and there were pictures. The sad part is that they never touched the cake.

Disney removed it. They were going to resolve it after a lock interrogation. It did cause them to be in tears. If you bought a 450 item and it was ruined , never used and an offer of an ice cream social was given after the fact, I think you would feel the same.

Disney did wrong.Do you realize this event can never be replaced? It is over.


I don't know who is pretending to be me but I only post under the username Sallyannlace


Well nikalseyn you are no genius either. You got fired from Walmart for borrowing a pen. You thought since you worked there and the pen did not leave the store it was okay for you to open up a package and take a pen that you needed.


Disney and my family wants me to apologize for this review and wants me to admit that this never happened in the first place and we ate and enjoyed the cake. It was never destroyed, I was just hoping for a second free cake since my grandchildren enjoyed the first one so much.


This past week, we had top decoraters enlarge and evaluate the cake pictures. If you do the same, I believe you will understand. I am writting this letter as a final attempt to get resolution and closure.

This has been brought to our attention:

In looking at cake pictures. (If you enlarge them, you can see it tiltiing)

After asking many cake decorators in the area, they stated that the topper bottom piece possibly was too heavy and the cake softened causing the topper to tilt and fall into the cake. When the employee hit the door into the table, it knocked the topper off destroying the cake. Either the topper was too heavy for the cake, causing the cake to fall while we were gone; and/or the employee hitting the door hard enough to put marks on the door caused the cake to fall, and/or the cake after being taken out of refrigeration softened. We were told that Buttercream will do this as will other frostings.

Either way, this event was ruined. Asking us and insulting us by offering an ice-cream social or a Publix cake was very demeaning to our family. The event was over. .

The frustration of this has led to the fact that after a 35 year legacy for our family, has been crushed. This issue could have been resolved, but Disney seems to not care. We did not eat one *** from this cake, the ruined dinner at Yahtsmans was not eaten or corrected ( despite us being told it was comped, that is incorrect,), and the previous cake issues ( a lack of calls back by Disney employees and even selling a cake that would cause food poisoning is not ok).

We believe that this cake had a value, an apology at least would be nice and at least inform the cake department what has happened so this does not happen to future guests. If the topper was too heavy and the cake colapsed, people need to know. If the employee hit the door into the door that employee needs to know. If the second layer was not put on correctly, the employee needs to know. If the cake softens when out, let people know.

Whatever the reason, our event was ruined.

And finally, we spent three days resolving this issue with David. It was not possible without closure to this to enjoy our stay.

We realize the event can not be replaced, but the cake has a value, and so does our lost time at Disney. Something other that an ice cream social should have been offered. Something other than a publix cake should have been offered. The three days lost, which I am sure you can scan our tickets used those three days and see we did not continue our trip.

Risk management kept asking me what do we want. After thinking about it, we decided to have a professioinal look at the pictures of the cake. We know this event can not be replaced. The emotion has been really devastating and we need a closure on this. This is what Pat and I have spoke about. We are asking that Disney offer something back in the value of the cake other than a Publix cake, or an ice cream social. Possibly, replacement tickets either park hopper, or water park tickets for the three days lost. The other option would be three nites at any of your other resorts. Not Pop Century. We never will return there again.

Thank you,



Spoke to Faith this morning.

She stated that Disney will not answer my e-mail to Leslie. She felt we should have accepted an ice cream social or a Publix cake in place of the ruined cake. I aksed if she had looked at the cake pictures, and she did not respond.

I explained that we believe we have made every resonable attempt to resolve not just this issue but many of the issues that have occurred. These issues have caused us great loss.


Disney should have done something. How demeaning to offer a ice cream social or a cake from a grocery store.

I agree that the event was over. I would never return to Disney again.



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#287540 Review #287540 is a subjective opinion of poster.
Dallas, Texas

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