TripAdvisor Traveler Rating

I’d love to be able to give this hotel a great review but we haven’t been able to check in yet. It’s now 4:22pm and check-in should have been at 3pm. However, we’re still hanging out in the lobby where my daughter is asleep on a couch. Why? Our room isn’t ready. We’re told “they’re just finishing up.” They told us that half an hour ago. This is unacceptable.

After leaving for a Disney park in the early morning we returned to an uncleaned room at 3:45. I was told that they hadn't gotten to our room yet but planned to do so before 6PM . Really? After a long day in the Orlando heat you get back to your room in the latter half of the afternoon and you're told you'll need to leave it again within the next 1-2 hours so they can clean it? This is what paying almost $1,000 a day gets you?? Never staying inside the park again. What kind of Mickey Mouse operation is this?

Our recent stay has been very disappointing. Our room was not ready until almost 5:00pm on check in day. When we went to the front desk we were barely greeted and I had to ask for a flower necklace for my daughter at check in. Bell service was terrible. We waited close to an hour and a half to have one item brought to our room. I had to call twice this completely messed up our evening plans and reservations. When we called bell service on check out date we asked for a cart since we had many items and our locker to transfer to a different hotel. Bell service came to our room without the requested cart and let us know they would have to make two trips now, once again causing our plans to be delayed. The room is dated and smelled like a sewer. The smell was so bad I had to buy a candle and constantly open the slider door. The same smell was also outside near where they were doing construction to the building which was also pretty loud. I would not recommend staying here, it is very dated and dirty. Customer service was also lacking.

The Polynesian is Disney’s absolute best resort! Everything from the scent of the islands you smell immediately as you walk in to the Dole Whips available whenever you want. The rooms were decorated very nicely with tropical decor and Polynesian elements. Unfortunately, it was a little hard to sleep due to sound coming from outside the room with people walking in the Fiji building. Monorail access was highly convenient and made for quick transportation. Ohana is good, and the overall atmosphere of the resort is incredible. The pools were nice and the activities offered were fun as well.

Staying at a Disney Resort I expect top notch service from start to finish. We had all of that until the very end. In the rush of checking out with our three year old toddler, we left her two bedtime books in the room. We immediately realized after arriving at our air bnb that same evening after checking out, and my husband called and they said lost and found items go to the cleaning service main house and are dispatched two to three days. We filed the claim. Waited and waited. We were in Orlando another week and nothing. They later emailed and said they couldn’t find the “lost” item. We are disappointed that our item was “lost”. We are talking about two books for CHILDREN. It is not about the value of the books of course but about the misplacement and customer service we received for a place made for CHILDREN. Bummer