After a few magical days at Disney and staying at such a great hotel, having mediocre service is the least you would expect. I will start with the positive. If you're staying at the hotel, pool service is phenomenal. If you want an item that's not on the pool menu, then they will send you to the bar to order. Hence the problem. You can go to the grab and go area (end of the walkway) and order all of the items from the menu. The pool menu is similar but missing a few items. (I learned this after the fact) I would avoid ordering from the bar entirely. Especially if you're lounging at the pool steps away.
The bar area does not have a good set up for pool/hotel guests to order from the bar. I approached the bar, waited a minute or so to be addressed, and I was directed to wait in between the "ropes." After I walked a few feet to my left, I was standing there in between a small set of ropes, and I waited to be addressed by the same people? I ordered from a less than "Disney" employee, and he was also less then enthusiastic to take my order. I paid. I didn't know where to wait, how long, what to do. He handed me a plaque number, and he just told me to "keep checking back."
It was so awkward. Again, we are guests there, lounging at the pool and have an open tab steps away. There is no designated area or way for them to notify you when it's ready. You just have to linger. I waited on the side by the ropes. No one seemed super happy to try and help this process, nor did anyone honestly seem like they cared. I tried to talk to a few people that ran by me, and they just ran by me. I saw a bag delivered to the back of the bar, (15+ minutes later) I asked, they gave it to me, and it was missing four+ ingredients in the salad, and nothing I asked and paid for arrived.
At this point, I didn't feel comfortable going back up to the bar to ask for help so I asked for a manager. The lead from the Grab and Go area approached and was so kind. Gosh I wish I remembered her name, but I did thank the manager who addressed me, for her kindness. She refunded my salad, and she made a difference.
A manager arrived shortly afterwards. She did agree that there is no specific set up for to-go orders at the bar. But hopefully, they can figure it out, because it negates the Disney experience to just have us "guests" figure it out because a few items are not offered just steps away. She offered to treat us to the character breakfast in the am. It was great, and our family appreciated the gesture, but in the future, I think we will avoid the busy bar and grill.
My take away. Don't order to go if you're at the pool. Order from the pool menu only. The bar area and grill is open to the public, so maybe they treat guests differently? This was a first for us, but the bar and grill could do better. If you see a guest, hotel or paying food guest, that may seem lost or out of place, please help them. Don't make them feel less than. It takes a few moments just to make a significant difference. Your managers stepped in to help you fix something a few seconds of effort could.
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