Hi everyone, I just returned from another great trip to WDW 5/24-5/31, stayed as usual at the YC concierge level, lagoon view. We love the YC and wouldn't even consider staying anywhere else, but this trip was a bit rocky with checkin and some unpleasant service that surprised and disappointed us greatly.
We arrived at the resort at 6:30 AM on Sunday 5/24 to check in, and it was a good thing that we arrived so early to have plenty of time to resolve the issues that were about to present themselves. I had been in contact by phone/email with the YC concierge planners in advance of our trip and given them our request of our room location, to be near the lounge since we like to go up many times for the food/drink they put out all day long. Well when we checked in, they told us we were in a standard room on the concierge level. I told them no, we always stay in a lagoon club level room, and i presented our package voucher to prove it. At this point the CM had a supervisor come in to look into the discrepancy, and this nice person was able to see a note on our file that the room assignor had decided, without even asking us first, to assign us to a standard room in order to accomodate our request to be near the lounge. This infuriated us, since having the water view is the single most important thing to us, and more importantly, what we paid a premium for to have, so it seemed absurd that a CM would take it upon himself to change us to a regular room without asking, like we would be fine not getting what we booked and paid for! After I expressed our dismay, they said there were no rooms in the location we wanted with a lagoon view and near the lounge, the only available ones had king bed instead of 2 doubles. After an hour of going back and forth trying to find a solution, we finally were able to settle on staying on a fourth floor lagoon view room, with access to the fifth floor concierge services and lounge for the first night, then we would be moved to a fifth floor room the following day when it became available. Needless to say, the first 24 hours of our trip were quite stressful, especially since on our second day, while waiting for our new room, we were basically living out of suitcases so we wouldnt have to unpack twice, and we had dinner reservations at Victoria and Alberts that night! To make matters worse, there seemed to be NO communication between all of the CMs at the front desk and at the concierge upstairs. We had been told by the supervisor the first day that due to the inconvenience we had, we could stay in the first room past the regular 11:00 AM checkout time until our second room was ready, and move our own luggage instead of moving out at 11:00 and having our things stored in the meantime. This sounded perfect to us, except that almost every other CM thought we were moving out, we even got a voicemail that morning saying thank you for your stay, we hope you enjoyed it and have a safe trip home! Talk about unnecessary worry! I spent half of the day in Magic Kingdom worried that against what we were originally told, that we would come back to the hotel to find our luggage confiscated from the room after 11:00. Luckily while we were at the park my dad stayed behind to sort things out and finally was able to resolve everything and made sure we were in our new room, in the right location with the right view, by 3:00 PM.
In summary, everything worked out in the end, and we had a wonderful week, but it was not a very pleasant first 24 hours. It seemed every cast member except for 2 wonderful managers, dropped the ball and we had to waste precious hours of vacation time on our first 2 days to get everything resolved on our own. To make matters worse, the cutbacks, due to the economy i presume, were extremely noticeable at the resort. Maybe to a first timer it seemed fine, but we've stayed at YC for 13 years, and it was obvious...the food selection in the club level lounge was cut almost in half! No more Krispy Creme donuts in the morning or variety of bread and pastries...it was the same 4 cereals and a same bread, muffin choices each day. The worst was the once amazing 5-7 PM appetizers...they used to have PB&J uncrustables, soups, seafood dishes, cookies and kids' selections, etc...now one whole counter that used to have food on it is used entirely for silverware and napkins! None of the above food is there anymore...very limited choices. When we asked the concierge about it, especially the PB&J sandwiches, she denied that there was a cutback at all and said the PB&J was gone because so many kids are allergic to peanut butter. I said that is ridiculous, there are celery sticks with peanut butter smeared all over them in there, how is that any different?? I asked what we were paying such a premium of over $100 a night for then, with so much food cut back, and she said that we paid for the food and for having the concierge services. I said that was laughable considering how unhelpful they had been in the first 24 hours of our trip, and they also only have one concierge on duty in the busy morning hours now, meaning you actually have to WAIT to get any help! Also one day I called the concierge desk from the room, and I guess they were SO busy I actually got a voicemail! I actually had to use my cell phone to call the YC main number to speak someone which I found to be absolutely crazy. needless to say we drank our monies worth of wine, beer, and Evian bottled water all day every day to make up for the shortcomings this year.
We weren't the only ones who noticed the dramatic cutbacks either...there were lots of other return guests that we overheard commenting on the changes too, and we all agreed that while times are tough, it is really sad that the changes had to be that blatantly obvious. We'll be returning next year, but hopefully by then things will be better and more like what we've become accustomed to in the past 13 years of our wonderful memories there.