Lazy Pool Day...well not quite
Today was going to be our much anticipated cabana day. We had plans to meet up with some local friends who always make time in their schedules to hang out when we are in Orlando. Seeing them is always a highlight of our trip and we thought it would be a nice treat to hang by the pool in a cabana and have some dinner, drinks and swimming.
The day started out sunny and lovely. We slept in a bit because we had been pretty intense the last few days and didn't want to burn out. Anyway, check in for the cabana was 9am and myself and younger DS and DD checked in around 10 am at the pool hut. There seemed to be a bit of confusion...even though I provided my last name as we were taken to a cabana that we had not picked. Then she uncomfortable told me that they had us for a half day rental...not a full day. I asked her if maybe we got mixed up with someone else as I had booked a full day cabana through concierge and it was supposed to be for cabana 2 and that I could bring up the confirmation. Then she was like..."oh, ok....we have so many reservations to juggle...no worries, it's understandable. So we were taken to our cabana in a quiet area right next to the small round hot tub. It was a very nice spot. At this time I'm very happy we decided to splurge because the area is relaxing and comfortable and spacious.
The cabana itself has two nice loungers with extra padding as well as an l shaped couch inside. There is a fan and a fridge and a safe...as well as a large tv.
Within a couple minutes of settling in a very nice waiter comes by to introduce himself and sees if we need anything. He kind of gives a "tour" of the cabana and shows us where the safe is (it's hidden pretty well). Then he opens our fridge and notices there are only 9 drinks and not 10...he realizes we are missing a ginger ale and says he will bring one right over.
At that point...after only being at the pool for about 20 minutes...the sky opens up. Not only do they clear the pool...they clear the deck. Oh well...can't control the weather and it was an especially rainy trip... even for July...at least I felt like it was.
Our family motto is "we don't cry we modify" We had planned to spend the morning by the pool and then take a few hours around noonish at the parks. Then we had plans to meet our friends back poolside at 4:30. When we got back to the room the kids decided they weren't feeling like venturing out in the rain just yet. They had a decent amount of
Lego's from our outing yesterday and wanted to build.
Fine by DH and I. We told them we'd be in the lounge if they needed us. We sat by a window and had some coffee and enjoyed the silence.
Eventually, the kids were ready to go. We went into the park and started off at the Shrek movie. Our family has always enjoyed this ride. I think it may have outlived it's life though. This time around the picture was horrible. The 3D effects weren't really there...it was just blurry. I'm not sure if it's because we were seated toward the front...but as soon as the movie started younger DS told me his glasses weren't working...so I gave him mine...they didn't make a difference. It was just bad picture quality all around.
Next we decided to split up. The boys wanted to ride Jimmy Fallon...Emma really wanted to go to the Hello Kitty store. I love the HK store. DH took the boys and DD and I went shopping with our favorite cartoon cat...hmm maybe that's not true..I do love Garfield...but I love HK merchandise
Anyway, we purchased a few souvenirs that we arranged to have shipped back to the room and decided we would have another spin on the Mummy. So fun doing rides with DD.
By this point we were getting hungry. We were going to ride The Simpsons and eat lunch in Springfield. However, parks were busy today and when we saw the huge line for the food court that extended into the muggy heat, we decided to skip the heat and the ride and find somewhere cool in City Walk.
We ended up at the Hard Rock. It was right outside the park. So a close walk..which at this point satisfied our requirements. Plus it was starting to rain again and we didn't want to get drenched before eating. The food was really good. I will admit though...our enjoyment wasn't optimal because the service was terribly slow. I enjoy taking it easy and relaxing. I don't want my food out in like 30 seconds...but this meal was over an hour and we didn't order appetizers. If it was DH and I it wouldn't matter. We enjoy sitting and being together...my kids were getting tired and bickering with each other....it was beyond loud in the restaurant so I'm sure they weren't affecting other diners...but I was very close to being that parent. Usually my kids are good. They weren't exactly being bad at the time...just incredibly annoying...to me. So food finally came out. We ate...DH took the kids outside and I soon followed once the bill was paid.
We were greeted after lunch with more rain...Yay!
We went back to the room as our friends would soon be joining us. The pool area was still closed so DH went down to Jake's to meet our friends for a drink. I soon followed with the kids. We caught up for a little bit and then were going to call the pool a wash but it opened just as we were walking by it. Hooray! maybe we can salvage our pool day yet. At this point it was 5 pm so we still had plenty of cabana time left.
So we get back to our cabana and it looks like it's been thru something. Chair pads pulled off the loungers, no towels...just a mess. We figured if the pool just opened, it's understandable. I stopped by the pool hut to ask for some towels and chair covers and get to work putting my oasis back together. At this point a waiter comes up to me and asks if I'd like to order anything. I tell him no thank you, but probably in a bit once DH gets over.
After everything is set back up and DH comes back with our friends I notice there are no menus to be found. I had to run back to the room so I go up to a waiter (who I thought was the waiter that had asked if I needed anything) and asked if he could bring a menu to our cabana when had a chance as we didn't have one. This waiter was standing in front of the pool bar. He wasn't waiting on anyone or otherwise busy...but apparently I had committed some type of cardinal sin because he didn't say anything to me...he just walked over to an empty pool bar table and handed me the menu....ok....that's fine. I walk back across the pool deck and hand it to DH and go back to the room. As I'm heading toward the room, the original waiter who approached me when we first go to the cabana was like.."so, I thought you said you didn't need anything" like in an accusatory tone. It was very uncomfortable and I was taken aback. I told him I didn't when he asked, but I noticed that we didn't have a menu and we needed one if we were going to order anything.
At this point I'm feeling like the service from the evening shift is not going to be as stellar as the morning folks...but not gonna dwell on it. My kids wanted to go swimming so into the pool I went. While we were splashing around DH decided to order some drinks and dinner. It had been about 45 minutes and the waiter never did come back to us so he walked over to the pool bar himself to place his order. We were supposed to get a $50 food credit so he mentioned it a the time of the order and they said no problem. So the food was delivered by someone (who wasn't our waiter), and after 15 minutes the waiter comes to check how everything is. We inquired about the fruit platter and he says that's thru the pool hut...he doesn't know anything about it, says let us know if we need anything...ok...so we didn't need it right this second, i'd go to the pool hut later. Turns out I didn't have to because someone ended up bringing it shortly after. It was a very nice platter. Large. It had melons and grapes and berries...along with whipped cream, chocolate sauce and yogurt. We enjoyed it.
We were back in the pool with the kids. DH was sitting in the cabana. It was maybe 7:30pm at this point. The waiter comes back and wants to know if we are ready to settle the bill...now the cabana rental is until 11pm so I would think this is jumping the gun a little. DH says ok and his friend is like...I want pay for the food...you know how that goes with the back and forth. Anyway, DH gives both credit cards and asks if we can split. The waiter says no problem. So the check comes back and we see the bill was for over $200! We ordered one drink, a bucket of beer, and two plates of nachos...no way was that $100...especially with the $50 food credit. Now of course...shame on DH for not looking at the bill first but he'd assumed it was the food bill, since it was from the waiter and the waiter said earlier he wasn't involved with the cabana...just the food. It was a complete mess. What made it even more confusing was that I was told by concierge when I booked the cabana that it would be billed to the room...so...there's that.
By this time our friends were getting ready to go home. We tried to give them cash for their portion of the bill but they graciously declined. They had been in Buffalo a few weeks before and we took them to dinner and they said it was their turn to treat. Very nice of them...though after we got home I did send them a $100 gift card to Disney so that they could enjoy an evening of food and wine on us.
Now that it was getting dark we turned on the tv for the kids and opened the curtain on the cabana. Willy Wonka was on and the kids sat in the hottub and watched..with a few other kids that saw that there was a hot tub side movie going on...we didn't stay long though because I was not enjoying myself at this point and the kids were kind of ambivalent either way.
For those of you keeping track we spend $200 on the cabana for about 3 hours of use as well as a food bill of $95. That was the kicker as well. The food ended up being charged to the room. As we were getting ready to leave the waiter brought over the bill...without the $50 credit of course. At this point I was done. I was really disappointed in the service we received and I didn't wanna take it up with the pool bar...I was going to get changed and go down to concierge and see if they could help with my refund.
This was the only time at Universal that I have felt ripped off. Like I can understand that things are expensive. I'm happy to pay a mark up because we like theme park vacations and understand that they aren't a cheap way to travel. What I can't understand is bad service. I was never rude to my waiter. I politely asked for a menu and that seemed to rub him the wrong way and it made for a lousy evening. I'm not mean and I'm not demanding. All I wanted was the bare minimum of what I paid for and to not feel like I'm being chased off.
I did end up going to concierge to explain the situation with my credit. I was honest and said I didn't want to deal with the pool bar and is there anyway I can get a $50 credit on my room folio. Then I briefly explained my experience at the cabana and honestly said that I was unhappy with my service and for the first time felt genuinely taken advantage of. I explained I wasn't looking for anything and I understand they don't control the weather and it wasn't their fault I couldn't get full use of my cabana, but maybe the staff member that was helping me might need some training on guest interaction because the service I received...not the weather..is what made my experience un enjoyable enough that I cut my evening short.
Of course concierge was very apologetic. She asked me to stay in the lobby because she wanted to bring the manager of the pool area over to speak with me. They also gave our family of 5 a dinner at Islands Dining Room. Again...I wasn't looking for anything but to receive my credit and have my concerns documented because I would hate for another guest to have the same kind of service my family had...however, it was a nice gesture and I was appreciative..as a side note...the dinner ended up costing more than the cabana...so in a way it was like getting a refund...though when we have dinner we never each order an app, entrée, and dessert...but it was a very nice treat later in the trip.
I will end by saying, because of the service I received I can't personally recommend renting a cabana. IF you have a nice day and IF you have a friendly waiter it would be a great way to spend the day. However...at least according to my waiter the Pool Hut manages the Cabana's and the Bula Bar manages the food..they don't communicate well...and that makes for a confusing day with definite service hiccups.
Sorry for the negativity. I assure you the rest of the trip was smooth sailing but I needed to be honest. Thanks for reading. Back to our regularly scheduled fun and care free trip report with the next segment!