Am I expecting too much from Poly CL Planning?

[ahappydisneymommy]

We are staying CL at the Poly this June and because I had made my reservation through a travel agent I emailed them first to ask for planning. I received an email back very quickly saying that they would be happy to assist me. So I sent back a few ressies I needed help with and asked for ideas about in room celebrations. They emailed me back and said they couldn't help me unless I called (which they didn't say in the email). So I did and when I called she was very unhelpful. She wasn't very friendly and when I asked for help planning an in room celebration she said I should call the Disney florist. Am I just expecting too much? I know that every person's experience can be different but I thought they would be more helpful.

 

[AliceIn]

We are staying CL at the Poly this June and because I had made my reservation through a travel agent I emailed them first to ask for planning. I received an email back very quickly saying that they would be happy to assist me. So I sent back a few ressies I needed help with and asked for ideas about in room celebrations. They emailed me back and said they couldn't help me unless I called (which they didn't say in the email). So I did and when I called she was very unhelpful. She wasn't very friendly and when I asked for help planning an in room celebration she said I should call the Disney florist. Am I just expecting too much? I know that every person's experience can be different but I thought they would be more helpful.

Were the reservations for restaurants that require a credit card guarantee? If so, that is likely why they said they needed you to call.

I haven't had experience with the Poly IPO, but the BC/YC IPO was very, very helpful and were able to get me all of my reservations. I sent them the e-mail form with my requests, and then they called me to get the credit card info. On my 180 day mark, I received an e-mail confirmation of all the reservations.

They have been very responsive to me whenever I've called or e-mailed. Perhaps you got somebody who was having a bad day. I'd try calling back about the reservations. I've heard on other threads that requests for flowers, or other in room surprises does get routed to the Disney florist.

 

[iheartjuppy]

I haven't asked the IPO CMs to book any meals, but have corresponded with them exclusively by email at AKL. They've been very responsive and friendly, and helped with a few major questions, but I too was referred directly to the florist when I asked if they had any ideas for a special touch for DS's surprise birthday celebration. None of the "celebrations" with the Disney Florist appeal to me (or my budget) so I just let it go, but I was a little surprised they didn't offer any ideas beside the florist. Maybe it's a new contractual thing that they're required to immediately direct us there and only there?

 

[jw50]

She wasn't very friendly and when I asked for help planning an in room celebration she said I should call the Disney florist. Am I just expecting too much? I know that every person's experience can be different but I thought they would be more helpful.

In room celebrations is not something that the IPO does, but Disney Florist does do this and will be happy to work with you to customize any of their standard offerings. So IPO did do what they could by referring you to the Disney Florist.

 

[Sue M]

I had great experience too with AKL IPO. All thru e mail. I'd email Poly IPO back, with your requests, hopefully you'll get a different IPO.

 

[Marthasor]

I have found, over the years, that IPO's have been less and less helpful. My last two CL trips, IPO never even contacted me. We stayed GF RPC last year and I contacted IPO (they never e-mailed me). I sent them a few requests and they kept putting me off or sending me other places. I asked them to book a pirate cruise for my son and they simply said it wasn't available on the day I requested - never mentioned WHEN it would be available or if it was available that day at another resort. It just seemed they weren't interested in helping me. I finally just did everything myself like I always do when we don't stay CL. I am capable of doing it myself - just thought I would try to have them do it since I was paying for the service. So, no, you probably aren't expecting too much, IMO, I just don't find them very helpful at all. They most likely have to recommend Disney Florist for in-room celebrations, because it's the only Disney authorized service for this request. In fact, Disney Florist is the only company that can have access to your room to set up an in-room celebration as far as I know.

 

[Polydweller]

They do not do in room celebrations because they really have neither the materials or staff to do that. They will order small things like a bottle of wine or similar and place it in the room but not large baskets or set up celebrations. That's what Disney Florist is for. The advantage of CL is that the CL staff can and do work with DF to have a celebration in your room before you arrive which can't be done in non-CL rooms. I've done this more than once and the CL staff are great.

The staff at the Poly are terrific and IF they CAN do something they will. We've done many requests over the years and been very happy. But IF they CAN'T do something they will tell you and tell you who to contact which they did in the OP's case.

As far as dining is concerned, they have never failed us in making ADRs for us.

 

[mmmears]

Personally, I prefer calling to emailing since I can better explain what it is I want. If you want to talk to someone, call them again. Hopefully you'll get a different CM who can better understand what you want. But in reality, the "in room celebrations" are not something that they regularly offer and they will all point you in the direction of the Disney Florist. In the past, we have had little things done for birthdays, but nothing specific was requested and IMO we were lucky to receive anything. As for dining, all the IPO offices I've worked with have done a great job in booking our ADRs, as well as any other activity we wanted to try at WDW.

 

[catnik]

I do not think you are expecting too much, it is just that, like all things Disney, the service level has decreased over the past few years. In the past, we have asked IPO to make reservations/plan special occasions for us. In the past, they have been able to do these things for us without issue and without resorting to using Disney Florist/outside providers. Now, it seems that anything other than asking for help with ADR is beyond their abilty. Understand this is the new/now Disney and anything beyond that is not doable. Sad, but reality

 

[pixarmom]

On the BC/YC thread, I read about IPO assisting with in-room celebrations. So when I contacted BWI IPO regarding an in-room celebration and they referred me to the Disney Florist, I said that I'd rather work with them (meaning IPO) if possible. From that point forward, IPO was wonderful. We were interested in a pirate theme and I gave them a general idea of the items we wanted to include. They worked with me to develop a list of items (ear hats, swords, beads, treasure boxes, coins, candy, etc.) and made a number of suggestions, provided cost estimates, etc. When we finalized the list via e-mail, I called IPO with my credit card number and they did all the shopping a week or so before our arrival. They sent the items up to the CL staff, and CL CM Jackie arranged them in our room after check-in and before we arrived in our room. I could tell from the receipts that they went to MK, Epcot and Screen Door General Store to purchase the items - I was really impressed!

So while they initially suggested Disney Florist, IPO CMs were very enthusiastic about assisting us once I mentioned that we'd prefer to work with them. I'm not suggesting that's the case every time, or that all IPOs will be the same, but that's our experience with an in-room celebration request.

 

[Z28KatCar]

The IPO for AKL CL have been been wonderful. I get a better response on the phone then by email. My first impression of the IPO at WL is not good. They told me that CRT doesn't have makeovers thats the BBB, when I asked about the Her Royal Highness package. If you are interested in different celebrations try giftofalifetime.com. They are pricey but the celebrations they put together are very cool.

 

[bababear_50]

I haven't asked the IPO CMs to book any meals, but have corresponded with them exclusively by email at AKL. They've been very responsive and friendly, and helped with a few major questions, but I too was referred directly to the florist when I asked if they had any ideas for a special touch for DS's surprise birthday celebration. None of the "celebrations" with the Disney Florist appeal to me (or my budget) so I just let it go, but I was a little surprised they didn't offer any ideas beside the florist. Maybe it's a new contractual thing that they're required to immediately direct us there and only there?

Hi
Just a suggestion
I made up a cute bag (animal print) and filled it with all sorts of treats.
Sunglasses
hat
bubbles
glow sticks
binoculars--to watch the animals on the savannah
safari Mickey plush
Disney t-shirt
waterproof disposable camera
autograph book-or pressed penny book
favorite candy treat
Disney gift card
Tied it up with a big black polka dot bow-no balloons are allowed at AKL.
Dropped it off at front desk and asked them to deliver it please.
My grand-daughter loved it!

then I checked AKL menus
link here

http://allears.net/menu/menu_aklin.htm


Kids' Create-A-Cone - cake-filled cones with an assortment of toppings and buttercream icing (serves 2) $30.00

Cookies and Milk - Enjoy some of our fresh-baked chocolate chip cookies with a carafe of milk (serves 3) $25.00


My fav in room snack treat is

Karibuni - Artisanal cheese and fresh fruits, house-made jam, and Lavosh crackers (serves 2 to 4) $35.00

I ordered this for my son and his fiance --I just added a small bottle of wine-which the Disney staff (CM's)delivered with the food.
Have a great time planning
Hugs Mel

 

[ahappydisneymommy]

Thank you for the feedback. It looks like I need to try again with another cast member. Hopefully, they will be able and willing to help.

 

[ahappydisneymommy]

Were the reservations for restaurants that require a credit card guarantee? If so, that is likely why they said they needed you to call.

I haven't had experience with the Poly IPO, but the BC/YC IPO was very, very helpful and were able to get me all of my reservations. I sent them the e-mail form with my requests, and then they called me to get the credit card info. On my 180 day mark, I received an e-mail confirmation of all the reservations.

They have been very responsive to me whenever I've called or e-mailed. Perhaps you got somebody who was having a bad day. I'd try calling back about the reservations. I've heard on other threads that requests for flowers, or other in room surprises does get routed to the Disney florist.

What email form?

Thanks!

 

[jw50]

What email form?

Thanks!

You should have received an e-mail from IPO (assuming they had your e-mail address) similar to this one from the Poly IPO:

Aloha!
Thank you for choosing the King Kamehameha Club at Disney’s Polynesian Resort for your upcoming visit. On behalf of our entire team, we would like to extend a warm welcome to our resort!

We do generally make our first contact with guests 190 days out from their arrival day.

We have a team of itinerary planners who will work closely with you in developing an itinerary that is personalized for your party. Many of our restaurants, recreational activities, tours, and special events can be booked 180 days from your date of your arrival.

For your convenience, we have attached a Personal Itinerary Planner. For the greatest success in securing the dates and times you prefer, please email it back to us at your earliest convenience. All requests made will be booked based upon availability when your 180-day booking window opens. Please note that many restaurants and other activities require a credit card to guarantee the booking.

We want to help you create a stay with us that is magical! If we can assist you with anything for your vacation, please don't hesitate to contact us. Our office is open daily from 9 AM to 6 PM EST. We look forward to hearing from you soon so that we may provide further assistance. Have a magical day!


Mahalo,


Walt Disney World Itinerary Planning Office
Phone: (407) 824-2466
Fax: (407) 824-3174
Polynesian.Itinerary.Planning@disneyworld.com

The form is an attachment to the e-mail.

 

[DisneyMim]

I have found that the service of club level CMS has really declined over the years. Years ago they seemed to be so much more helpful with making ressies and little gifts, etc. We find it easier to make our own restaurants ADRS. The last time we stayed CL I was really disappointed in the service. It seems like it's hit or miss as some people are saying that they are helpful, but from my own experience, sadly, as I said it isn't what it used to be. I would go ahead and do anything you can on your own to be sure it gets done. Have a wonderful time!!

Enjoy The Magic!!

 

[wyurm]

The original post as well as many of the comments following are surprising to me. The visit I have planned for late in the year is my first time using a concierge anywhere. I tend to bite off more than I can chew and go overboard at first, then when the stress of how I'm going to fit all these activities into just 7 day hits I have to adjust.

I've already had quite a few interactions with the concierge office and they have been nothing but helpful. They even called me back when she realized I probably made a mistake on one of my reservations. She was right and I'm very glad she called me. In fact, my impression has been that I have nothing at all to worry about and they have everything under control for me. I even asked about the Christmas Disney florist celebrations and she told me approximately when they would be posted.

Everyone perceives things differently though. Perhaps I just had a nicer CM or perhaps my view of kindness and helpfulness differs from others on this thread.

 

[ahappydisneymommy]

You should have received an e-mail from IPO (assuming they had your e-mail address) similar to this one from the Poly IPO:



The form is an attachment to the e-mail.

Nope, no form. I emailed them since I used a travel agent and I wasn't sure if they would have my email. I did receive an email back very quickly but it never had any form attached. It may have been because I was only 75 days out??

Thank you for showing me!

 

[Robbi]

Nope, no form. I emailed them since I used a travel agent and I wasn't sure if they would have my email. I did receive an email back very quickly but it never had any form attached. It may have been because I was only 75 days out??

Thank you for showing me!

You might want to book your own dining reservations because the IPO is not doing their job. It's pitiful with the money club level costs that you are not getting better service.

 

[jw50]

Nope, no form. I emailed them since I used a travel agent and I wasn't sure if they would have my email. I did receive an email back very quickly but it never had any form attached. It may have been because I was only 75 days out??

Thank you for showing me!

It does seem that if you book through a TA the IPO doesn't get your e-mail address. I booked as a TA and IPO didn't get my e-mail address, but the first time I contacted them I did it by e-mail and requested that they send me the form. I knew they were supposed to send the form and suspected they did not have my e-mail address which is why I asked them for it.

I believe that when you call IPO you are basically getting a call center, not one of the CMs that works at the Club Level desk at the resort.

When I used IPO back in 2007 all of my e-mails and phone calls were with one specific person. For my up coming trip I have already corresponded (through e-mail and phone calls) with four different CMs. This may be one of the reasons why the CM that you initially spoke to about the in room celebration just referred you to the Disney Florist. She may not be physically located at the resort, you might have no way to contact her directly, and even if you could you would probably still be working with the Disney Florist, just with her as a middle man. And since she probably only has limited knowledge of what the Disney Florist can do to personalize celebrations it would be more efficient and less stressful for both the have you work directly with the Florist.

There was a very nice lady here on the DIS who used to do welcome baskets and stuff like that but she ended up going to work for the Disney Florist. I am not aware of any other people that currently provide that type of service.