Disney’s Port Orleans Riverside has long been my favorite moderate resort on property. It most likely will still be my “go to” moderate but based on some of what I experienced while staying there last week, I’m not sure I will be so quick to highly recommend it to anyone that asks as I always have in the past.
I still love the lay-out, the amenities, Riverside Mill Food Court (one of the best on-property allergy menus available for quick service), Boatwright’s Dining Hall, smaller quiet pools, and the location. That will never change. When I checked in last week, I was thrilled that my room appeared to be freshly painted, the new bedding was great and everything was as clean as we have all come to expect from one of Disney’s on-property resorts.
Here is where things started to bother me:
When I checked in and arrived at my room, sitting outside was a wheelchair that another guest had obviously taken from a park or the main lobby and left sitting in the walkway. When I checked out to go home – 5 days later – the wheelchair was still sitting there.
When I checked in and arrived at my room in the same walkway was trash. That same trash remained there for 4 days.
I was expecting a delivery on the second day of my stay. Since it was not in my room that evening I checked with the front desk who said I had nothing delivered. I checked again the next day and then contacted the person who was sending the package. She informed me she had personally delivered the package to Port Orleans Riverside herself. She couldn’t understand why I hadn’t received it. I checked-out and left at the end of my 5 days without ever receiving my package. The person that personally delivered the package to POR for me is still fighting with POR trying to find out what happened to the package.
And…..here is the biggie:
I had requested a late check-out because of commitments I had that would not allow me to be back to the resort in time for the 11:00 a.m. check out. I knew that I would have to shower after my early morning commitment before continuing on with my day.Two days into my stay I called the front desk to check that my late check-out request was noted. It was not. And – I was told – oh well, you can’t have a late check-out. After a few minutes of debate with the front desk cast member, I asked for a manager. It took several minutes for the manager to get on the line which led me to believe the cast member was explaining my request so that the manager would know why she was needed. The manager’s first words to me were – “I understand you want a late check-out. There are none available. You can’t have one.” I explained that my commitment required that I leave the resort at 4 a.m. and I know I couldn’t get back before 11 and would still need to shower, etc. Her response: ” If you can’t get back here in time to check-out by 11 a.m. all I can say is load your car before you go wherever you are going and then come back and take a shower at the pool.” ARE YOU KIDDING ME??? I was so afraid I would be extremely rude I just hung up on her.
Later that day I walked to the Concierge desk and explained the situation to the young cast member at the counter (Stephanie). She was very nice and said she would be back in a few minutes – be patient while she went to see what she could do. Ten minutes later she returned with good news – she had extended my check-out to 1 p.m. I was thrilled – until check-out day!
I returned from my commitment to find out from my daughter that at 11:25 housekeeping came to the room. She explained we had a late check-out for 1 p.m. and housekeeping said – “No you don’t!” Fortunately my daughter is not shy and told them that she wasn’t leaving until her mother returned – have a nice day – and closed the door!
The combination of the above circumstances has left me wondering what has happened to the customer service at Disney’s Port Orleans Riverside. Is it just at POR or is it across the entire Walt Disney World® resort?